How to Optimize your Knowledge Foundation Doug Warner Director of Product ManagementKnowledge Foundation
Knowledge Optimization is a process – there is no single best approach or quick fix!
Analysis • How to evaluate effectiveness: • Compare ratios, focus on Answer Views
Analysis • Keyword search report: Review regularly!
Adjustment • Use topic words to their full potential • Umbrella Answers • Promote frequent landing points • Teach users how to search/access your content
Adjustment • Using keywords vs. aliases • Less than 20% of Answers have keywords • Keywords used for universal synonyms • Aliases used for common acronyms and misspellings • Aliases entered symmetrically (A=B and B=A) • Keywords used to boost rankings • Aliases match content NOT in Answers
Trends to watch • Emerging trend: • Search is “primary” • Site search mandates • Issues: • Search is best for experts, not good for novices • Expect ↓ CSAT and ↑ Incident submissions! • Site search is outside local control • Tuning? • Emergency changes?
Additional Resources • Knowledge Base and Search Tune-Up • http://community.rightnow.com/customer/support/tuneup.php • Knowledge Base Optimization • http://communities.rightnow.com/files/14e9681120/KnowledgeBaseOptimizationSteps_May_2010.pdf
Questions from the Community • Q1: how to optimize a new KB • Q2: suggestions to increase our KB usage