Business-to-Consumer Customer Service Demo

Knowledge Usage Report-Problem Solving Score & User Rating

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Knowledge Usage Report

Quality knowledge that is often used is more important than a high quantity of knowledge that is not used. This report ranks knowledge records by the Problem Solving Score and the User Rating. Each time that a knowledge record is used, the Problem Solving Score is incremented. Customers and users can rate the usefulness of knowledge. This report is excellent for rewarding knowledge creators for proposing useful and high value knowledge.

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