Business-to-Business Customer Service Demo

Customer FAQ/Most Frequently Used

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Knowledge Tool: Customer FAQ/Most Frequently Used

FAQ

Frequently Asked Questions (FAQ) are knowledge records that have a special designation. For example, suppose you launch a new MRI machine that has a minor known problem. When the support organization identifies this situation, they notify the knowledge experts or administrator that they are receiving a number of service requests in this area. The knowledge owner designates a new or existing knowledge record as "FAQ" and it immediately appears in the FAQ listing helping to avoid customers calling support.

Most Frequently Used

Most Frequently Used is a listing that dynamically changes depending on the number of customers using that knowledge record to resolve their issues. Every time a customer uses a knowledge record, Giva eKnowledgeManager increments a counter. The Most Frequently used is a listing of the top ten most used records.

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