"Day in the Life" Demonstration

Giva eKnowledgeManager User

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Knowledge usefulness rating

Each time a customer finds knowledge that helps them they have the option to provide feedback. On each knowledge record text tab there is a simple box to check if the knowledge was helpful. When checked, Giva eKnowlegeManager acknowledges the feedback by opening a "Thank You" window. This input increments the Problem Solving Score. Giva eKnowledgeManager combines the Problem Solving Score and the User rating to measure knowledge value.

Figure 13: Knowledge Usefulness Input

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