Should

Should help articles be part of the program itself or be available online?

Should help articles be part of the program itself or be available online?
  1. What should you do to ensure that the best articles are suggested as agents solve cases?
  2. What makes a good knowledge article?

What should you do to ensure that the best articles are suggested as agents solve cases?

What should you do to ensure that the best articles are suggested as agents solve cases? Create descriptive data categories for your cases and article types.

What makes a good knowledge article?

A good knowledge base article needs to keep things simple. It needs to speak to a range of different people from complete novices to techies and experts. It must talk about a lot of topics – anything that your users may need to know or any issues that they might encounter. Plus, it needs to be interesting and engaging.

Table What is this component called? It looks like a table but each row has different types of data
What is this component called? It looks like a table but each row has different types of data
Which component contains all the rows in a Datatable?What is table row?What is a row in a database? Which component contains all the rows in a Datat...
Time User testing metrics - time on task
User testing metrics - time on task
How do you measure time on task usability testing?Is time on task recorded with every test?Why is time on task not always the best measure of usabili...
Menu Web app having all commands available in more than one menu usability? Same commands are replicated in the main menu / context menus / setting panels
Web app having all commands available in more than one menu usability? Same commands are replicated in the main menu / context menus / setting panels
What is the context menu in apps?What are contextual menu options?How does context menu differ from main menu?How many menus are there in menu bar? ...