8.29 Customer Facing Knowledge Usage
Dashboard Name | Customer Facing Knowledge Usage |
Availability | ASM All Version |
Type | SQL |
Categorisation | SDI 8.29 |
Available Parameters | IPK Status, Logged Date, Channel |
Description
The service desk collects and analyzes data about the number of times knowledge is used by customers through channels such as self-help, or user facing knowledge repositories.
Requirements / Considerations / Specification / Configuration
Type | Information |
Requirement | Knowledge articles with published enabled |
Config | The target percentage is configured through the datasource connection and is a SyncFusion function entitled Target set with a default value of 50%. Knowledge articles must be set to published for them to appear on the self service portal which allows knowledge to be marked as ‘that was useful’ and enables customer centric call closure. This uses the same datasource as 8.28 |
Spec | A full 13 month of data (excluding the current month) is reportable. This is a rolling 13 months and allows comparison of previous year month to last reported month. It is drillable to IPK Status and channel |
