"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Customer FAQ/Most Frequently Used

Giva provides a Customer FAQ/Most Frequently Used link allowing a quick answer search.

Customer FAQ

After someone proposes new knowledge, an Approver or Subject Matter Expert can designate the knowledge "FAQ Knowledge". They do this by checking the FAQ box in the knowledge record. This places the knowledge record number and title on the FAQ list making it easily accessible to all knowledge searchers.

Figure 2: FAQ List

Most Frequently Used

When customers search knowledge records and find what they are looking for, they can answer the "Has this information helped you?" question on the knowledge record. This action will increment the Problem Solving Score.

The Most Frequently Used is a list of the ten knowledge records with the highest Problem Solving Scores. The Most Frequently Used list is another way for customers to search for knowledge. This list dynamically changes based on customer feedback.

Figure 3: Most Frequently Used

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