Suggested Knowledge in the Self Service Portal

Suggested Knowledge promotes knowledge articles to users during call logging to achieve faster solutions for users and reduced workload for the Service Desk.

What is Suggested Knowledge in a Self-Service Portal?

Suggested Knowledge is a feature designed to enhance user experience in Self-Service Portals by providing relevant knowledge articles while users are completing call submission forms. Here’s how it works:

  • Relevance-Based Display: As users fill out the form fields, Suggested Knowledge dynamically displays articles related to the information being entered, with the most pertinent articles listed first.

  • Efficient Problem Solving: If a presented article resolves the user's issue, they have the option to select Solved! Close my call. This acknowledges the effectiveness of the article, improves its Help Factor rating, and the system automatically closes the call.

  • Security and Accessibility: This feature is accessible exclusively to users granted portal role permissions to search knowledge. It also adheres to the security measures that apply to Knowledge Searches within the portal.

  • Availability: It’s available on call submission forms that are accessed through the Log a Call and Self Diagnosis options in the portal.

  • Top Articles: Up to twenty (20) of the most relevant articles are showcased to ensure users have access to a broad range of potential solutions.

By integrating Suggested Knowledge, the Self-Service Portal not only aids in quickly resolving user issues but also enhances the overall user satisfaction and efficiency of the support process.

Matching Algorithm

Matching Algorithm

The Suggested Knowledge widget employs a simple yet effective matching algorithm to display relevant knowledge articles, based on user input within the call submission form. Here's a brief overview of how it works:

  1. Description Field Matching: The primary matching occurs against the text entered in the call submission form's Description field. It searches for articles containing any of the specified words, though not necessarily in the same sequence. It does not support exact phrase searches or include variations and synonyms of the words. For instance, entering "Join" will not match articles with "Joined".

  2. Fallback to Other Fields: If the Description field is left empty, the algorithm then matches based on other fields: Type, Service, and Config Item. This ensures that, even in the absence of a detailed description, relevant articles may still be suggested.

  3. No Input, No Articles: If none of the four standard fields (Description, Type, Service, Config Item) are populated, the widget will not display any suggested knowledge articles, emphasizing the importance of at least minimal input for effective support.

The algorithm's goal is to streamline the support process by reducing the time users spend searching for solutions, thereby enhancing the overall user experience in the Self-Service Portal.

Configuring Suggested Knowledge

Configuring Suggested Knowledge in the Self Service Portal

To enhance the Self Service Portal with the Suggested Knowledge feature, follow the steps below to ensure users receive relevant knowledge articles during their call logging process.

Turn on 'Suggested Knowledge'

  1. Navigate to System Admin in your Self Service Portal settings.

  2. Locate the Suggested Knowledge section.

  3. Check the On Call Logging checkbox. This action enables the Suggested Knowledge widget on call submission forms, both from 'Log a Call' and 'Self Diagnosis' entry points.

Configure 'Knowledge Review' Screens

To personalize how knowledge is reviewed by users:

  1. Open ASM Designer.

  2. Navigate to your Self Service Portal configurations.

  3. Customize the Knowledge Review screens to your preference. This can include editing the 'help factor' buttons by changing their Title, Tooltip, and Visibility options.

  4. Remember, the Self Service Portal Knowledge Review screens offer two 'help factor' buttons and a customizable thank you message field.

Define 'Call Closure Field Values'

For calls closed via Suggested Knowledge:

  1. In System Admin, find the Call Resolution By Knowledge section under the IPK Settings.

  2. Set the preferred Closure Status and Closure Reason values that should be automatically applied when a user selects "Solved! Close my call."

This streamlined configuration helps ensure that users have a supportive and efficient experience when seeking solutions via the Self Service Portal.

Calls Closed from Suggested Knowledge

When a user selects the "Solved! Close my call" option after finding a solution through the Suggested Knowledge in the Self Service Portal, the system undertakes the following actions:

  • Automatic Closure: The call is automatically submitted and marked as closed in the system. This allows for immediate resolution acknowledgement and documentation.

  • Mandatory Fields Ignored: Any mandatory fields typically required for closing a call are bypassed, facilitating a swift and frictionless closure process.

  • User Notification: A confirmation screen is displayed to the user, indicating that the call has been successfully submitted and closed. This screen also provides a summary of the call details for the user's record.

  • Predefined Closure Values: The system automatically populates the Closure Reason and Closure Status fields based on predefined, customizable values specified in the "Call Resolution By Knowledge" section within the System Admin's IPK Settings.

  • Surveys are not generated

  • Closure Rules (such as Closure Groups) defined in IPK Settings (Partitioned) in System Admin are not applied. The call is closed immediately as 'Closed/Resolved'.

  • IPK Workflow Rule Notifications, Assignments, Forums, and Requests are not applied.

  • SLA Agreements, Outages, and Reminders are not applied.

If you delete the default values in System Administration and fail to update the options here, when users click "Solved, Close my Call!" an error message will appear.

Call Searches

Calls closed by Suggested Knowledge are excluded, by default, from call searches in ASM Core and standard IPK and Incident reports.

To include these calls in call search results and IPK and Incident reports, select the check box Include Suggested Knowledge Calls, which is on the Call Search Criteria pane and in the Call Criteria section of reports, respectively.

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