|
|
|
Employees and customers can, where permitted, view a list of knowledge suggestions when they create a ticket in the self-service interface.
If a solution is found, and the ticket is not saved, the documents that were suggested can be credited through a self-service rating system in the document form. This rating system differs depending on the self-service policy settings defined on the Search Settings page.
The data retrieved can be used for reports, dashboards and also while searching the knowledge base, where users can filter the documents that have successfully resolved their tickets.
The benefits of self-service are in the form of fewer support calls and redundant tickets created, which translates into reduced operational costs.
The administrator must enable this feature before use and configure the appropriate issue categories and request areas for which knowledge is suggested in the self-service interface.
| Copyright © 2012 CA. All rights reserved. | Tell Technical Publications how we can improve this information |