The Knowledge Base Report

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Are your users getting what your Support Center is giving?

See how your Support Center Content is being received

In this section we will cover:

Click on a topic to jump straight to it

Sort the wheat from the chaff

The Knowledge Base Report enables you to analyze how users rate all the awesome information in your Support Center. It includes all the tasty morsels we provide from Blackboard, as well as your own HTML Help Items, File messages and Link messages. When one of these message types has the Voting option enabled, the results are found here. To find out more about enabling voting on your Support Center Content, go to HTML Help Item properties, File properties, or Link properties.

Follow the steps below to access the Knowledge Base Report:

1.

Open up the EesySoft web application and log into the relevant environment.

2.

Click on the Support Reports section to find the Knowledge Base Report, OR access it directly through the orange menu panel on the left of the screen.

If you sort this Report by Down votes descending, items with comments will appear at the top of the list.

With loads of great information filling up our Support Center, this list can get quite long. Don’t worry – you can sort the list by clicking on the diamond next to each column heading. Click once for ascending, click again for descending. You can also export the data into a csv file for further manipulation.

When users vote a Help Item down, they are prompted to enter comments. These can be identified and accessed wherever the icon appears. Simply, click on the icon to view the user comments.

And now for the maths…

There are loads of great items already in the Support Center for you. All of these delivered items have voting enabled. When voting is applied to your very own HTML Help Item, File or Link message, each user has the opportunity to vote up, down or abstain on these too. Once a user has voted, their selection is retained. However, they can change their vote whenever they want. This report retains live results for each user’s vote.




The data is presented in 4 columns:



Views: The number of unique users who have seen the Support Center Help Item since it was posted.

Up: The number of those users who have voted positively to the Support Center Help Item.

Down: The number of those users who have voted negatively to the Support Center Help Item. User comments are identified by the icon. See above for more information.

Net: This column is calculated by subtracting the Down votes from the Up votes to provide an overall rating.

From this information, you can also calculate how many of the users who have seen the Help Item are voting.

If there are no Up or Down votes against a Help Item, it may be that voting has not been enabled for this Content. You can check this by looking at the Help Item properties in the Help Item Overview.

Let’s see how this information can be put to good use.

Lights, camera, action!

There are many ways this information can help you out. Here are just a few ideas:

Find out your hottest topics

There are always certain aspects of an application that users struggle with. By reviewing the total number of views for specific Help Items, it’s easy to see where training is needed. You can also make sure that your message is getting across.

In this example, we can draw the following conclusions:

  • The most viewed Help Item by far is relating to mixed content in Blackboard. Perhaps additional training is needed in this area.
  • The second Help Item could indicate that the student body is particularly interested in new technologies. From the fact it got 26,441 views, it appears that the Support Center is a good place to provide this information.
  • When system upgrades loom, it is always a tough time for Support. The Blackboard Upgrade Help Item appears to have taken much of the pain away.

My Help Item is better than yours!

Providing information in ‘layman’s terms’ can sometimes be tricky and keeping your audience’s attention even more so. By analyzing the votes of different styles of messages, you can easily see which your users respond to the best. If they like it, we like it!

In this example, we can see that there are 2 Help Items related to introducing the Support Center to users. Each has been accessed, but one is much better liked. These specific Help Items are provided for you in the Support Center so they will not appear in the Help Item overview, however, we can compare them from the user side.

It appears the video wins! From this, we could surmise that an HTML Help Item will be viewed more and better received than a File message. As both Help Items are being accessed and may contain different information, it would not be adviseable to remove one. However, we can learn from this for future Content.

Have we whetted your appetite?!
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