Bazaarvoice Workbench is a secure hub where you can monitor, analyze, and interact with the consumer-generated content (CGC) created on your site. Workbench is where you go to discover both the positive and negative impressions consumers have about your products or brands. Workbench facilitates engaging with your consumers and addressing their concerns in a timely manner. Maintaining this kind of authentic and personalized connection with your customers through your CGC is key to creating enduring business value. To learn more about the benefits of leveraging CGC, refer to the CGC Index . Then, use this topic to learn about the specific ways Workbench helps you maximize the value of CGC.

Workbench is also a portal for various settings. Generally, you configure these settings prior to your go-live date, but you can always revisit them. Some of the settings that Workbench provides access to allow you to control how CGC content displays on your site, what third-party integrations are available, and what permissions users have to interact with CGC.

At a glance, you can use Workbench to:

  • View and manage content, such as Ratings and Reviews and Questions and Answers
  • Respond directly to contributors
  • Verify the work of Bazaarvoice moderators
  • Access content dashboards that visually summarize your CGC
  • Create and manage reports
  • Set up alerts for specific events, such as a sudden drop in product ratings
  • Access the configuration hub, where you can customize how Bazaarvoice content displays on your site
  • Manage users on your account and edit their permissions

If you are configuring Workbench for the first time…

You may be most interested in the following sections of this topic:

If you are using Workbench to review and respond to CGC…

You may be most interested in the following sections of this topic:

If you are using Workbench to monitor CGC…

You may be most interested in the following sections of this topic:

Log in to Workbench

To log in to Workbench:

  1. Go to http://www.bazaarvoice.com.
  2. In the upper-right corner, click Client login.
  3. If you have an account, enter your credentials.

Tip: To log in to your staging environment, go to https://Workbench-staging.bazaarvoice.com/. The staging environment is useful for verifying product functionality before your go-live date.

If you need to create an account:

  1. Click the Create a new account link that appears beneath the login fields.
    Note: If you do not see a link to create an account, your organization has not given users the ability to create accounts. Contact your account administrator to complete your setup.
  2. Enter your user details and create a password for your account.
  3. If your email address is on the trusted list, verify your new account using the link included in the an email message that was sent to you.

Explore Workbench

When you log in to Workbench, the landing page greets you with a lot of information. The most important feature to pay attention to if you are new to Workbench is the main menu in the top left corner. While there is a lot of content on the landing page, the main menu gives you access to the majority of functionality in Workbench. The other resources on the landing page either provide quick links to features in the menu, or summarize recent CGC activity and Bazaarvoice news.

Workbench has the following layout:

Workbench screenshot
  1. Provides access to the majority of Workbench features.
  2. Provides summaries of CGC activity for each type of content.
  3. Provides links to commonly used tools and resources.
  4. Provides links to analytical functions, such as dashboards, reports, and alerts.
  5. Provides links to change your language, switch accounts, or access the support portal.

Manage content

One of the main features of Workbench is the ability to view and interact with your CGC. You can explore details for individual pieces of content, respond to contributor submissions, migrate content from one product to another, share content across different products, and remove reviews for specific products.

The goal of managing your content is to learn what consumers are saying about your products and use this feedback to inform future business decisions and increase conversion. You can address negative feedback or confusion about your products by responding to your contributors in a timely manner and investigating product flaws. You can review positive feedback to learn about product strengths your marketing team may not have known about, and use the feedback to improve how you sell and target your products in the future.

View your content

Using Workbench you can view or search through all the CGC on your site. The search filters are particularly powerful because they allow you to narrow the content down to just what you’re looking for. For example, you can search for negative reviews or unanswered questions received for products over the past week, and then respond to the relevant contributors.

Tip: If you want to view consolidated information, such as a list of negative reviews by product, use a report to create a spreadsheet displaying the information you want to view. You can run reports on a one-off basis or schedule them to be emailed to a list of recipients on a set schedule. You can also set up alerts to summarize important information in a recurring email, or notify you immediately when certain conditions occur, such as when a product receives a one-star review.

To view and search your CGC:

  1. Log in to Workbench.
  2. Select Content » Manage Content and then select the product you want to view content for (such as Ratings and Reviews).
  3. Filter your view to relevant content. You can filter by:
    • Date
    • Keyword
    • Product information, such as brand, category, ID, product attributes, or product status
    • Contributor information
    • Content information, such as rating, review type, campaign source, or net promoter score
    • Moderation information, such as whether the content has been approved or what moderation codes have been applied to it
  4. (Optional) After you apply your filters, click Save View to add the view to the drop-down menu for repeated use.
  5. (Optional) Click Word Cloud to display common words and phrases used in your CGC.

When viewing content, you can filter on campaign sources, which are particularly useful because they indicate how content was collected. For example, when a user clicks a “Write a review” link in the rating summary on a product display page (PDP), the campaign source is Rating Summary and the campaign ID is BV_RATING_SUMMARY. Here is a list of all campaign sources (IDs) provided by the system. If an ID maps to a Campaign Source filter, it is also listed here.

Campaign ID Campaign Source Description of submission source
BV_RATING_SUMMARY Rating Summary Rating summary block
BV_RATING_SUMMARY_ZERO_REVIEWS Rating Summary (zero reviews) Rating summary block with no reviews

BV_SOCIAL_SUMMARY

Social summary block
BV_REVIEW_DISPLAY Review Display Review display
BV_REVIEW_DISPLAY_ZERO_REVIEWS Review Display (zero reviews) Review display with no reviews
BV_REVIEW_SEARCH Review search
BV_SUBMISSIONLINK

Client-injected link

BV_MOSTHELPFUL_POSITIVE Empty positive slot in most helpful review block

BV_MOSTHELPFUL_CRITICAL

Empty critical slot in most helpful review block

BV_MOBILE_RATING_SUMMARY

Rating summary block in mobile format
BV_MOBILE_RATING_SUMMARY_ZERO_REVIEWS Rating summary block with no reviews in mobile format
BV_MOBILE_REVIEW_DISPLAY Review display in mobile format
BV_MOBILE_REVIEW_DISPLAY_ZERO_REVIEWS Review display with no reviews in mobile format
BV_MOBILE_SUBMISSIONLINK Client-injected links in mobile format
BV_QA_SUMMARY Questions Summary Questions summary page
BV_QA_SEARCH Questions Search Questions search page

BV_QA_HOME

Questions Home Question and Answer home page
BV_QA_BROWSE_STANDALONE Browse (standalone) Question and Answer browse page (standalone)
BV_QA_BROWSE Browsing Question and Answer browse page
BV_QA_REVIEW_THANKYOU Review Thank You Page Thank you page of review submission
BV_QA_REVIEW_SOCIAL_ALERT Review Social Alerts Social alert for review submission
BV_QA_REVIEW_COMMENT_THANKYOU Review Comment Thank You Page Thank you page of review comment submission
BV_QA_ANSWER_THANKYOU Answer Thank You Page Thank you page of answer submission
BV_QA_ANSWER_SOCIAL_ALERT Answer Social Alert Social alert for answer submission
BV_QA_PORTAL_ANSWER_MANAGEMENT AMT Answer portal
BV_QA_PROFILE Profile Question and Answer profile page

BV_QA_SHUFFLED_QUESTIONS

Answer Zone List of shuffled questions
BV_QA_BRAND_ANSWERS Brand Answers Brand answers
BV_QA_LATEST_QUESTIONS_WIDGET Latest Questions Widget Latest Questions widget
BV_QA_SMART_ROUTING Smart Question Routing Smart Question Routing social alerts
BV_QA_HOMEPAGE
BVCROWDSOURCE Crowdsourced Answers
BV_APO Ask a Product Owner Ask Product Owners feature
BV_STORIES_DISPLAY Stories Display Stories display
BV_STORIES_GRID_DISPLAY Stories Grid Display Stories grid display
BV_STORIES_DISPLAY_ZERO_STORIES Stories Display (zero stories) Stories display with no stories

BV_STORIES_GRID_DISPLAY_ZERO_STORIES

Stories Grid Display (zero stories) Stories grid display with no stories
BV_STORIES_SUMMARY_BOX Stories Summary Box Stories summary box
BV_STORIES_SUMMARY_BOX_ZERO_STORIES Stories Summary Box (zero stories) Stories summary box with zero stories
BV_STORIES_STORY_SUMMARY Story Summary Stories summary block
BV_PORTAL_SOCIAL_ALERTS_TEST Social alerts testing tool in portal
BV_SOCIALAPPS_FACEBOOK Facebook Social Application Facebook application
BV_PROFILE_EDIT_TAB Link on the profile edit tab
BV_PROFILE_REVIEW_THANKYOU Thank you page of review submission
BV_PROFILE_REVIEW_COMMENT_THANKYOU Thank you page of review comment submission
BV_PROFILE_QUESTION_THANKYOU Thank you page of question submission

BV_PROFILE_ANSWER_THANKYOU

Thank you page of answer submission
BV_PROFILE_STORY_THANKYOU Thank you page of story submission
BV_PROFILE_STORY_COMMENT_THANKYOU Thank you page of story comment submission
BV_PRR_REVIEW_THANKYOU Review Thank You Page Review thank you page of review submission
BV_PRR_REVIEWCOMMENT_THANKYOU Review Comment Thank You Page Review thank you page of review comment submission
BV_PRR_ANSWER_THANKYOU Answer Thank You Page Review thank you page of answer submission
BV_PRR_QUESTION_THANKYOU Question Thank You Page Review thank you page of question submission
BV_PRR_STORY_THANKYOU Story Thank You Page Review thank you page of story submission
BV_PRR_STORYCOMMENT_THANKYOU Story Comment Thank You Page Review thank you page of story comment submission
BV_PRR_MOBILE_REVIEW_THANKYOU Review Thank You Page (mobile) Review thank you page of mobile review submission
BV_PIE Bazaarvoice Post Interaction Email Post-interaction email (PIE)
BV_SOCIAL_ALERT Bazaarvoice Social Alert Email Social alert
BV_EDIT_REJECTED_REVIEW Bazaarvoice Review Resubmission Email Edit rejected review (review resubmission) email message

Interact with your content

Once you identify the content you want to work with, you have a few options at your disposal. Common actions you may want to take include responding to unanswered questions, addressing a contributor’s complaints either publicly or privately, reviewing the reasons why the Bazaarvoice moderators rejected certain reviews, or browsing positive feedback to learn about marketable product strengths pointed out directly by consumers.

To interact with your content:

  • Click the check box next to any content item, such as a review. This allows you to Approve or Reject the selected content.
  • To create a report of the selected content, click Export. Alternatively, click Export All to create a report of all content.
  • Click the title of any individual piece of content to view the details for that item in a pop-up window.
Content details window
  1. View the product ID and other product information associated with the content.
    Tip: You can click the product link to open the product details page.
  2. View contributor information, which may include an email address that you can use to correspond directly with the contributor.
  3. View the content submitted by the contributor, in addition to the content ID.
  4. Post a public response to the contributor.
    Note: To respond to a rejected review, email the contributor instead.
  5. View moderation status and date submitted.
  6. Review the moderation codes applied to the content during Bazaarvoice moderation and select whether the content should be featured.
    Tip: Hover over the moderation codes to see their full names. If your administrator has assigned you the proper permissions, you can apply or overwrite moderation codes yourself. However, the general best practice is to accept the selections made by the Bazaarvoice moderators. If you find that you often disagree with how content is classified, contact Bazaarvoice in order to revisit your moderation guidelines.
  7. Email the content to other members of your team.
  8. Browse backwards and forwards through the content.
  9. Approve or reject the content (similar to moderation codes, the general best practice is to accept the selection made by the Bazaarvoice moderators. If you find that you often disagree with how content is classified, contact Bazaarvoice in order to revisit your moderation guidelines).

Migrate content

At times, you may want to migrate existing content from one product to another, such as when the ID of a product changes. You can accomplish this task within Workbench:

  1. Log in to Workbench.
  2. Select Content » Migrate Content.
  3. Select the type of content you want to migrate (such as Ratings & Reviews).
  4. Enter the information that identifies either a single piece of content that you want to migrate or the content for an entire product.
    Tip: You can obtain this information by going to Content » Manage Content and viewing the details of a specific content item.
  5. Enter the information that identifies the product you want to move the content to.
  6. Click Next to view a summary of your changes.
  7. Click Migrate to apply the migration.

Share content between products

You can group products into families to share content among them. This strategy makes sense when product variants have different product IDs but should otherwise share reviews. For example, a review submitted for a black vacuum cleaner is also relevant to the red version of the vacuum cleaner.

To group products into families:

  1. Log in to Workbench.
  2. Select Content » Manage Families.
  3. Click Add New Family to open a pop-up editor window.
  4. Enter a name for your product family.
    Caution: Spaces are not allowed in product family names.
  5. Add products to the family.
  6. When you have finished entering products, click the X button to close the editor window.

Remove reviews for a product

Although you cannot remove negative reviews to improve product ratings (this would violate authenticity standards and decrease consumer confidence in your CGC), there are legitimate reasons to remove reviews. For example, you might want to remove older reviews after a product has been redesigned so that reviews reflect the new design only.

To remove reviews:

  1. Log in to Workbench.
  2. Select Content » Remove Reviews.
  3. Specify a product ID and a date range in the appropriate fields.
  4. (Optional) Select moderator codes to add to the removed reviews.
  5. (Optional) Add notes about why you are removing the reviews.
  6. Click Next to view a summary of your changes.
  7. Click Remove to remove the reviews.

View content dashboards

Content dashboards provide at-a-glance information about product performance, consumer sentiment, and potential buyer engagement. The strength of content dashboards is that they are visual. You can use the charts and graphs to quickly get a sense for whether contributions are up or down and whether those contributions are trending positive or negative. You also have ready access to your best- and worst-performing products so you don’t have to search for them yourself. Just like other areas of Workbench, you have access to powerful filters that allow you to narrow content dashboards to the precise items you are interested in based on a range of criteria, such as date, category, or moderation status.

For Ratings and Reviews, the content dashboard summarizes the following information:

  • Review volume
  • Average overall rating
  • Rating distribution
  • Top-rated content by product, category, and brand
  • Lowest-rated content by product, category, and brand
  • Fastest-rising content by product, category, and brand
  • Fastest-falling content by product, category, and brand

For Questions and Answers, the content dashboard summarizes the following information:

  • Question volume
  • Number of questions answered within a certain time period
  • Answer sources
  • Total number of questions by product, category, and brand
  • Unanswered questions by product, category, and brand

To view the content dashboard:

  1. Log in to Workbench.
  2. Select Content » Content Dashboards and then select the product you want to view the dashboard for (such as Ratings and Reviews).
  3. Filter your view to narrow in on the content relevant to you. You can filter your view by:
    • Date
    • Product information, such as brand, category, ID, product attributes, or product status
    • Content information, such as rating, review type, campaign source, or net promoter score
    • Moderation information, such as whether the content has been approved or what moderation codes have been applied to it
  4. (Optional) After you apply your filters, click Save View to add the view to the drop-down menu for repeated use.

View key performance indicators

Workbench provides an executive summary that lists key performance indicators for each of your products, displayed in a convenient table that you can access at anytime. These performance indicators, such as the number of products reviewed and the average overall rating, help you understand how your CGC is tracking over the past 7, 30, and 60 days in relation to your cumulative totals. If you need to report on how your CGC is performing, the executive summary is a useful foundation for presenting the data.

To view the executive summary:

  1. Log in to Workbench.
  2. Select Content » Executive Summary and then select a product (such as Ratings and Reviews).

Create reports

Workbench allows you to create spreadsheet reports that help you analyze your CGC. Reports save you the trouble of repeatedly searching your content for information that you want to review on a regular basis, such as a list of negative reviews approved in the last week, a list of customer service issues, or a list of potential legal issues. With reports, the system collects the information for you and displays it in a spreadsheet for easy viewing.

Additionally, reports make it very easy for every stakeholder to receive the information on a timely basis. You can download reports as Microsoft Excel files directly from Workbench or, more conveniently, send reports to the email recipients of your choice on a regular basis. Some examples of what you can do with reports include:

  • Send a monthly email to your customer service team with reviews that moderators have tagged with customer service issues.
  • Download monthly reports that track the ratings for a specific product, brand, or product category.
  • Send a weekly email to product managers and your legal department with reviews that might contain legal liability issue.
  • Download a weekly report that tracks Bazaarvoice moderation approvals and rejections.

View existing reports

To view reports that have run in the past or that run on a recurring basis:

  1. Log in to Workbench.
  2. Select Reports and then select the product you want to view reports for (such as Ratings and Reviews).
  3. Click the Reports tab.

View your existing reports in the table (if you do not see a table, then your account has not had a report run yet). From the reports table, you can:

  • For an existing report, hover over the Download option, and then select a specific report instance. The report downloads as an Excel spreadsheet.
  • To re-run, edit, delete, or create a new report based off an existing one, hover over a report and select the corresponding option.

Create a report

To create a report based on a template:

  1. Log in to Workbench.
  2. Select Reports and then select the product you want to view reports for (such as Ratings and Reviews).
  3. Click Create New Report.
  4. Under Select Report Template, select a report template to base the new report off of. You can base the report on a custom template previously created on your account, or on the base templates provided by Bazaarvoice, such as All Reviews by Category.
  5. (If applicable) Under Add Filters, select filters to apply to your report, such as a date range, product information, contributor information, content information, or moderation information.
  6. (If applicable) Under Customize Report Columns:
    1. Select columns in the Available Data menu and add them to the report using the right arrow button. The columns that the report generates display in the Selected Data menu.
    2. Use the Sort by inputs to choose what property to organize the report by, and whether to use descending or ascending order.
    3. Select to show All Headers (which includes metadata such as the report title and date range) or Column Headers Only (which only includes the column headers listed in the Selected Data menu, without metadata such as the report title and date range).
  7. Under Select Run Options:
    1. Enter a name for your report.
    2. Select whether to schedule the report on a recurring basis.
    3. Select whether to save the report as a template so that it appears in the Templates tab and is available as a building block for future reports.
    4. Select whether to email the report to a list of recipients.
      Note: Reports are delivered as Excel attachments.
  8. Click Save and Run to finish creating the report and run it for the first time.

If you do not already have a strategy for which reports to create, Bazaarvoice recommends that you create the following reports to get started:

Name Description Frequency Recipients Follow-up
Approved negative reviews Contains approved one-, two-, and three-star reviews. Weekly Customer Service and Product Managers Contact the customer directly or issue a public response to the negative feedback.
Negative reviews by product Filters one-, two-, and three-star reviews sorted by product ID and name. Monthly Buyers, Product Managers, Suppliers, or Manufacturers Identify recurring themes in negative reviews. Set up a plan to fix the issues.
Customer service Filters by the CS moderator code and by the keywords "client support" and "customer service". Monthly Customer Service Track customer feedback in regards to support and solve any noted issues.
Net Promoter Score Uses the Net Promoter Report template. Monthly ECommerce team Creates action items for the team based on the Net Promoter Score.

Advanced reports

In addition to the spreadsheet reports mentioned in this topic, you can access advanced reporting dashboards through the Workbench. To learn about these reports, refer to Reporting.

Create alerts

Alerts help you monitor potential issues and respond to them quickly. Alerts generate emails with relevant information on a scheduled or as-needed basis. By skimming an email, you can easily stay informed about CGC data important to you, such as the list of your best- and worst-performing products. When a high-priority issue arises, such as a legal or customer service issue, an alert can immediately notify the relevant parties so that they can take appropriate action.

There are two types of alerts:

Recurring—These alerts arrive in your inbox on a regular schedule and summarize information that you want to track on an ongoing basis. Recurring alerts track overall ratings and trends rather than single events. Examples of recurring alerts include:

  • A quarterly email that lists products with the most-improved ratings.
  • A monthly email that lists brands with the most reviews.
  • A weekly email that lists products with the most unanswered questions.
  • A daily email that lists products with ratings that have fallen below three stars.

Event Triggered—These alerts arrive in your inbox whenever certain conditions are met. Event-triggered alerts track individual post-moderation events rather than overall ratings and trends. Examples of event-triggered alerts include:

  • An email sent to product managers every time a product receives a one- or two-star review (and has passed moderation).
  • An email sent to the customer service team when a moderator indicates that a review describes a customer service or shipping issue.
  • An email sent to the legal team when a moderator indicates that a review describes a legal liability issue.
  • An email sent to product managers whenever a question or answer is posted for a specific category.

View existing alerts

  1. Log in to Workbench.
  2. Select Alerts » View All Alerts.

View your existing alerts in the table (if you do not see a table, then your account does not yet contain alerts). From the alerts table, you can:

  • Click the link in the Alert Name column to view the current alert settings, including the conditions for the alert and the configured recipients. You can also edit alert settings or add more items to the alert.
  • Click the message icon in the Action column to generate the alert report and send it to the configured recipients.
  • Click the delete icon to remove an alert.
    Note: This action does not disable an alert—it deletes it. If you want to bring the alert back at a future date, you have to recreate it.

Create a recurring alert

  1. Log in to Workbench.
  2. Select Alerts » Create a New Alert.
  3. Select Recurring.
  4. Click Continue.
  5. Configure the following information:
    Field Description
    Alert Name The alert name that displays in the alerts table. The subject line of the email message delivered by this alert also uses this name unless you enter a custom email subject in the corresponding field.
    Recipients Enter one email address per line.
    Custom email subject (Optional) If you provide a value for this field, the email message uses this value in the subject line. Otherwise, the email message uses the alert name in the subject line.
    Personal message (Optional) If you provide a value for this field, this text displays at the beginning of the email message.
    Frequency Select to send the email on a daily, weekly, monthly, or quarterly cadence. In addition to the frequency, select the day of the week to run the alert.
    Only send interesting results Enable this check box if you only want to send email messages whenever the alert has at least one result that is different from the results of the previous alert. For example, you may not want to receive a daily email summarizing the products with the most unanswered questions if the product list is the same as the day(s) before.
    Include product images Display product images in the email message (only applies to alerts that contain product results).
  6. Click Add Alert Items.
  7. Select the content type (Ratings and Reviews or Questions and Answers) for the alert and what the alert item should track (product, brands, categories, or questions).
  8. Select an alert type. The available alert types vary depending on the content type you select. Some examples include Most Improved Rating for Ratings and Reviews, and Most Unanswered Questions for Questions and Answers.
  9. Configure filters for the alert. The available filters vary based on the alert type you select. Some examples include filtering by rating, moderator code, categories, brands, and time frame.
  10. Click Add Alert Item And Return to complete the alert or click Add Alert Item And Continue Adding to add additional alert items to the alert.
    Tip: You can add more than one alert item to the same alert. In this way, you can receive summaries of multiple items within the same email. For example, the same weekly email can list your top-rated products, lowest-rated products, and products with the most unanswered questions.

After you configure the alert, it is listed in the alerts table.

Tip: If you do not want to wait until the scheduled time to view the email message generated from the alert, you can run the alert at any time using the message icon in the Action column.

Create an event-triggered alert

  1. Log in to Workbench.
  2. Select Alerts » Create a New Alert.
  3. Select Event Triggered.
  4. Click Continue.
  5. Configure the following information:
    Field Description
    Alert Name The alert name that displays in the alerts table. The subject line of the email message delivered by this alert also uses this name unless you enter a custom email subject in the corresponding field.
    Recipients Enter one email address per line.
    Custom email subject (Optional) If you provide a value for this field, the email message uses this value in the subject line. Otherwise, the email message uses the alert name in the subject line.
    Personal message (Optional) If you provide a value for this field, this text displays at the beginning of the email message.
    Twitter (Optional) Connect a Twitter account to automatically post compelling content on Twitter whenever this alert runs.
    Note: Content shows as posted via TweetConnect, with a link describing that application.
    Choose content Select all the content types that you want to track events for using the alert.
    Display Potentially Sensitive Information Enable this check box to show decrypted personally identifiable information (PII) in the email message generated by the alert.
  6. Click Save & Continue.
  7. Configure filters for each content type you enabled on the alert. The available filters vary based on the content type you select. Some examples include filtering by rating, moderator code, categories, brands, and time frame.
    Note: This page includes a check box that enables post-moderation alerts for moderation codes added outside the Bazaarvoice moderation process. By default, event-triggered alerts check the conditions of the alert only once (right after Bazaarvoice moderation occurs). However, you can apply your own moderator codes after Bazaarvoice moderation. This means that if your alert includes filters for the codes you intend to apply, the alert will never fire unless you enable this option.

    Therefore, if you want the alert to filter for moderation codes that you will apply after the Bazaarvoice moderation process, enable this option. However, note that you may not want to select this option if you are sending or creating tickets in another system because you may end up duplicating issues.
  8. Click Save & Continue.
Tip: Use the envelope icon (with a question mark) in the Action column of the alerts table to test whether an individual piece of content meets the conditions of the alert you set up.

If you do not already have a strategy for which alerts to create, Bazaarvoice recommends that you create the following alerts to get started:

Name Description Frequency Recipients Follow-up
Customer Service issue Filters for the "CS" or "SI" moderator codes. Event-triggered (immediate) Customer Service Find the consumer's email address in Workbench and respond to the consumer's question or concern.
Liability issue Filters for the "LI" moderator code. Event-triggerd (immediate) Manager, Customer Service, or Legal Work with Legal on next steps.
Top 25 Products Filters for the top 25 highest-rated products. Recurring (weekly) ECommerce team, Executive stakeholders, Buyers, Product Managers, and In-store Managers Identify products whose ratings are quickly rising or falling.
Movers and Shakers Filters top 15, bottom 15, fastest-rising, and fastest-falling products. Recurring (weekly) ECommerce team, Executive stakeholders, Buyers, Product Managers, and In-store Managers Set up marketing initiatives to promote products favored by customers.

Manage users

If you have administrator privileges, Workbench allows you to tailor user permissions to fit your business process. For example, you can make some users administrators with access to modify settings and applications, while limiting other users to reviewing and responding to the content submitted on your site.

Additionally, Workbench allows you to customize how users create accounts on your site. For example, you can allow certain users (such as company employees or trusted business partners) to create accounts on their own, while requiring an administrator to set up accounts for all others.

View existing users

With administrator privileges, you can view user details, make changes to user accounts, or deactivate accounts.

  1. Log in to Workbench.
  2. Select Settings » User Settings » Manage Users.
  3. Click a username in the users table to view details. You can filter the table based on username, role, or account status.
  4. View or edit the user details.
  5. (Optional) Enable the Locked check box to disable a user from logging in to Workbench or making changes.
  6. (Optional) To deactivate a user account, click Deactivate.
    Tip: You can reactivate a user account after deactivating it.
  7. If you made any changes to the user details, click Save. Otherwise, click Cancel.

Create a new user

With administrator privileges, you can add a new user to Workbench:

  1. Log in to Workbench.
  2. Select Settings » User Settings » Manage Users.
  3. Click New User.
  4. Complete the form based on the type of user you want to create.
    Tip: You can create custom roles if the default ones do not have the correct set of permissions for the user you want to create.
  5. Click Save.

Manage roles

You can edit the permissions of existing roles in your Workbench account, or create a new custom role to suit your needs.

  1. Log in to Workbench.
  2. Select Settings » Manage Roles.
  3. Click a role in the table to edit an existing role, or click New Role to create a new one.
  4. Enable or disable the permissions for the role as needed.
  5. Click Save.

Manage new account creation

As an administrator, you can create new user accounts manually. However, you can also configure your Workbench account to allow individuals associated with certain domains or email addresses to create new accounts on their own. For example, it may be convenient to allow users with an email address from your company’s work domain to create their own account with default permissions.

  1. Log in to Workbench.
  2. Select Settings » User Settings » Account Creation Settings.
  3. Under Trusted Email Domains, enter email domains to whitelist for new account creation.
    Note: Enter one domain per line. For example:

    yourCompanyDomain.com
    yourPartnerCompanyDomain.com
  4. Under Trusted Email Addresses, enter individual email addresses to whitelist for new account creation.
    Note: Enter one email address per line. For example:

    yourTrustedConsultant@business.com
    yourBuyingPartner@goods.com
  5. Under Default Role, select the initial role to assign to users who create their own accounts.
    Tip: To be safe, select a role with limited permissions. An administrator can always add permissions to a user's role at a later time, or change the user's role entirely.
  6. Click Save.

Manage contributors

You can designate users as having a certain expertise or job role when they respond to consumer-generated content. This helps differentiate responses and increases the credibility of the CGC on your site. Contributor responses are denoted with badges so that other consumers can easily see the contributor’s identity and expertise when they are interacting with CGC on your site. You can designate the following types of contributors:

  • Staff—The contributor is an employee of your company.
  • Expert—The contributor is an industry or product expert.
  • Merit—The contributor is eligible for a merit badge. When enabled, merit badges are automatically calculated each night and applied to contributors based on the quantity and helpfulness of their content submissions.

Create new contributors

  1. Log in to Workbench.
  2. Select Settings » Contributor Settings » Assign Contributor Roles.
  3. Enter the User ID of the user you want to make a contributor.
    Note: You can enter a maximum of 5,000 IDs at a time. Make sure the IDs you enter are in the same format as the Customer IDs you send to Bazaarvoice from your Product Details Pages. You can delimit IDs using commas, spaces, tabs, or newlines.
    Tip: You can identify User IDs by running a Reviews by Contributor report.
  4. From the staff drop-down list, select whether the contributor should have staff status, no staff status, or no changes in staff status.
  5. From the expert drop-down list, select whether the contributor should have expert status, no expert status, or no changes in expert status.
  6. From the merit drop-down list, select whether the contributor is eligible for merit status, not eligible for merit status, or have no changes in merit eligibility.
  7. From the hyperlinks drop-down list, select whether the contributor can include hyperlinks in their answers, cannot include hyperlinks in their answer, or have no changes in hyperlink privileges.
  8. Click Preview to review your changes.
  9. Click Assign to apply your changes.

Modify contributors

  1. Log in to Workbench.
  2. Select Settings » Contributor Settings » Modify Contributor Roles.
  3. Filter contributors by User ID, display name, or staff, expert, or merit status. Click Search.
  4. Click the User ID of the contributor you want to modify.
  5. Modify the contributor’s staff, expert, merit, or hyperlink status or eligibility.
  6. Click Save to apply your changes.

Manage configuration settings

The Workbench serves as a portal to your configuration hub and other pages where you configure settings for your applications, product catalog, BV Pixel, social media integrations, and other essential elements. Generally, your implementation team helps you configure these settings before your go-live date, but you can refer to the following topics if you want to revisit these settings or learn more about the process:

Configuration hub overview

Product catalog

Social media integration

BV Pixel

Post-interaction email (PIE)