8.29 Customer Facing Knowledge Usage
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Dashboard Name
Customer Facing Knowledge Usage
Availability
ASM All Version
Type
SQL
Categorisation
SDI 8.29
Available Parameters
IPK Status, Logged Date, Channel
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.
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
