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This blog explains the steps to create reports to analyze the impact of Shared articles from Cloud for customer Knowledge base.

Use Case # 1:

Service agent would like to see the list of shared articles per ticket on the C4C ticket details screen.

Solution:

  1. Use the standard C4C Data Source “Knowledge Base Articles” which displays all Knowledge Base articles that have been proposed as solution for Service Tickets. [Note – This data is captured when the service agent has shared an article via email or social channels.]
  2. Create a custom report on top of this Data Source which takes Service Ticket ID as input.
  3. Embed this report on Ticket UI and bind the Service Ticket ID as input parameter.
  4. Upon opening the Ticket details page this report will get executed and return the related KB articles that were sent to customers for this ticket.

Use Case # 2:

Service Agent or a Service Manager would like to know which were the Top 5 KB Articles that helped the customer.

Solution:

  1. Create custom reports using the standard C4C Data Source “Knowledge Base Articles” which displays all Knowledge Base articles that have been proposed as solution for Service Tickets.
  2. It is possible to display the Service ticket details, KB Article details etc.
  3. Standard C4C Report – Top 5 KB Articles Shows the top 5 KB articles that were proposed as solution to tickets.
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