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Deriving Business Intelligence through Service Cloud Value Analytics - Analytics Cookbook Recipe...

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edited Sep 27, 2021 8:35PM in Reporting & Analytics for B2C Service 28 comments


Deriving Business Intelligence through Service Cloud Value Analytics

An Analytics Cookbook Recipe Group

How do you measure success with your knowledgebase and end user activity on your site? Is your knowledgebase too dependent upon Search? Is your customer enablement hindered by portal design? Is your knowledgebase consumption rate too low? How much effort is being exerted by your knowledgebase users? What is your knowledgebase satisfaction rate? What is your contact rate following knowledgebase consumption? How and where should your focus be when improving your answers? How can you aggregate all feedback by answer in order to improve content? What are your top contact reasons? Are you able to drill down far enough into

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