Cloud Knowledge Base Software Summary
Take a tour of eKnowledgeManager standalone.
Knowledge Base Workflow
Knowledge Base Reports
Knowledge Base Administration & Setup
Knowledge Management Article Rating & Usefulness
Customer Input on Knowledge Records
Visitor feedback, tracking and reporting
By selecting a rating, a user or customer can rate the knowledge after evaluating whether it was helpful. The current user rating of the knowledge record is shown in the upper right corner of the knowledge record. This rating system allows people to distinguish the degree to which the knowledge record is useful. Each time a knowledge user submits a rating, Giva eKnowlegeManager recalculates a cumulative simple average of all the ratings. The Knowledge Manager configures the rating system categories during set-up. In this example, there are four categories in the rating systems.
Also, 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. This input increments a problem solving score, which Giva eKnowledgeManager combines the with the rating to measure knowledge value.
Further, the user can submit comment feedback with the article.
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