"Day in the Life" Demonstration

Customer Support for Employees

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Giva eKnowledgeManager – Search Results

After you click on "Search", the following search results appear. Giva eHelpDesk sorts and presents the search results based upon three factor: Score, Problem Solving Score and User Rating. The "Score" is the search engine result based upon the match between the search criteria and the search results. The higher the score the better the match. 100 percent is a perfect match. The "Problem Solving Score" is a score developed by Giva. Each time a knowledge record is used, the Problem Solving Score is incremented. The more a knowledge record is used, the higher will be the Problem Solving Score. The "User Rating" is a simple average of all the ratings that Users have made of the knowledge record.

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