"Day in the Life" Demonstration

Giva eKnowledgeManager User

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User Rating & Problem Solving Score

User Rating

By selecting the "Submit User Rating" tab, a user or customer can rate the knowledge after evaluating whether it was helpful. After the rating is submitted, it will be stored in the "User Rating" field on the lower right hand side of the record summary. This rating system allows people to distinguish the degree to which the knowledge record is useful. The system recalculates a cumulative average of all ratings each time a new rating is submitted. The rating system categories are configured during set-up.

Problem Solving Score

The Problem Solving Score is increased by when "Text" or files from the knowledge record are copied to a service request using the links indicated. If knowledge is copied from the knowledge record to the service request, this indicates that the knowledge record was helpful in some way. Therefore, each time that a knowledge record is used the Problem Solving Score will be incremented.

When reviewing the summaries of knowledge records returned in a search, evaluating and sorting on the Problem Solving Score can allow you to first quickly focus on knowledge records that have been used in the past to solve problems and answer questions.

The Last Modified and Last Used Dates are also helpful in determining the age and quality of the knowledge record. The Last Used Date is the date when knowledge or files from the knowledge record were copied to a service request using the links indicated.

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