Administering Knowledge Management › Solution Survey › Define FAQ Settings

Define FAQ Settings

Use the FAQ Settings page to set parameters by which the product calculates the FAQ rating assigned to each document. The product bases the FAQ rating on the following criteria:

• How frequently the document was accessed in the past
• How helpful the document was to users
• How the document's effectiveness has decreased over time

By default, the document list page displays documents sorted in order of FAQ rating (that is, in order of usefulness). The most useful documents "bubble up" to the top of the document list. Over time, documents tend to move downward in the document list as users learn solutions to the problems.

To define FAQ Settings

1. Select Knowledge, Solution Survey, FAQ Settings from the Administration tab.

   The FAQ Settings page appears.

2. Complete the following fields as appropriate:
   • Last Updated

     Specifies whether to run the FAQ Rating Service and displays the date on which FAQ ratings were last updated.

     • Select the Run the FAQ Rating Service check box to run the FAQ calculation service using the settings on this window.
     • Clear the Run the FAQ Rating Service check box to turn off the FAQ calculation service.
   • Schedule

     Defines the frequency at which the product updates FAQ ratings. This field contains the following components:

   • Perform the FAQ Calculation Every...

     Specifies the time that elapses before the product updates the FAQ rating for documents.

     Default: 1 day

   • From...

     Specifies the time of day that the product should begin recalculating FAQ ratings.

     Default: 00:00 (12:00 A.M.)

   • To...

     Specifies the time of day that the product should stop recalculating FAQ ratings, regardless of whether the calculation is finished.

     Default: 07:00 (7:00 A.M.)

   Note: This setting initially takes effect the day after product installation. For example, if you install the product on April 19, 2008, the FAQ server runs for the first time on April 20, 2008.

   • Aging

     Defines the number of times a document FAQ rating is recalculated before it reaches 0. Based on the specified value, the document FAQ rating decreases and eventually becomes 0, at which point it appears at the bottom of the document list (when the list is sorted by FAQ Rating).

     Default: 180

     For example, if the Aging value is 180 for a document with a rating of 4 (very helpful), the document's FAQ rating is 0 (zero) when the product has recalculated the FAQ rating 180 times.

     Note: By default, the FAQ bubble-up calculation requires bu_trans data for the last 180 days, where 180 is the aging factor. So, if you change the aging factor for FAQ to more than 365 days, you should extend the archive rules for the bu_trans table accordingly.

   • Days New

     Specifies the number of days that a newly created or imported document displays in the New Documents folder on the Knowledge tab.

     Default: 5 days

   • Rating

     Specifies the default rating (Not Helpful at All, Somewhat Helpful, or Very Helpful) for documents that users have opened but not rated.

     Default: Somewhat Helpful

   Click Save.

   The FAQ settings are defined.