If you are evaluating help desk and customer service software these are some key features that you should look for when assessing the the knowledge base capability.
FAQ and Most Frequently Used
These allow both agents and customers to leverage a list of common questions and answers in the knowledge base software application. An FAQ can easily be set-up by specifically designating that a knowledge base record is included in the FAQ listing. A Most Frequently Used listing of knowledge base records will leverage the knowledge base and help customers and Agents to quickly find answers.
Problem Solving Score- Knowledge Base Record
When a knowledge base record is used, a "Problem Solving Score" is incremented. The search engine utilizes these ratings to prioritize subsequent knowledge base search results. Reports use the “Problem Solving Score” to indicate which knowledge base records have the highest value and which may need improvement. A knowledge base software system should learn and get “smarter” over time.
User Rating Score-Knowledge Base Record
An Agent can rate knowledge base records each time they are used. The search engine utilizes these user ratings to improve subsequent knowledge base search results. Reports use knowledge base record ratings to indicate which records have the highest value and which may need improvement. A knowledge base software system should learn and get “smarter” over time.
Here is a great White Paper on Customer Service Best Practices-What Features and Functions to look for in Customer Service Software.
Thanks for reading. Enjoy the weekend.