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Thread: Building Smart FAQs for Customer Portal

Snow Monkey
Posts: 214

Building Smart FAQs for Customer Portal Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 15 Sep 06 12:33 PM

Not sure which forum to post this .....Anyway here it goes...

I am to make an FAQ page for my Customer Portal site for SalesLogix.All the Questions and their categories should be displayed and when clicked on them, should expand to provide the answer to that question.

Also i need my customer service rep to control what is in there in this FAQ page.Is it possible thru template customizations?

Also if anyone has any ideas of websites with good FAQ's pages I can look at I'd really appreciate it.

[Reply][Quote]

Jeremy Brayton
Posts: 491

Re: Building Smart FAQs for Customer Portal Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 18 Sep 06 1:01 PM

*Edit* Delete? I saw rep and immediately thought sales and I tried altering the post slightly to reflect it. I thought I caught it before it posted but I guess not.

[Reply][Quote]

Jeremy Brayton
Posts: 491

Re: Building Smart FAQs for Customer Portal Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 18 Sep 06 1:02 PM

How will you build the FAQ? From speedsearch approved tickets? Or just tickets an "administrator" approves? Will you use questions from all of the same type of customers, the entire database of customers, or just the one customer who's accessing their portal?

If this were my project I would create a customization within the Sales client for the rep. I would leverage the existing speedsearch approval process to determine which tickets are deemed "frequently asked". If reps needed a more fine-tuned approach I would build a customization complete with a basic table structure that would let the rep determine which tickets are included in the FAQ page. For the web customization I would build the FAQ page dynamically, getting the list from speedsearch or the custom table, and getting the question/answer pair from the tickets included in the list.

If you build a FAQ system and your rep has to maintain the question/answer pair I can guarantee you it won't get used. Instead you can build a system of weighing tickets where the rep can determine which questions actually get asked most. As support encounters a question that already has an answer they would just increment the weight for that ticket. Something probably exists in some fashion to cover this but if not it would be pretty trivial to implement. You still want an admin interface to override anything automated just in case but the hope is that this will reduce maintenance to almost nothing. Your reps would just need to periodically make sure nothing that shouldn't be there is showing up in the list, rather than micromanage the FAQ page for all of their customers.

[Reply][Quote]

Snow Monkey
Posts: 214

Re: Building Smart FAQs for Customer Portal Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 19 Sep 06 11:57 AM

Quote:

Originally posted by Jeremy Brayton

How will you build the FAQ? From speedsearch approved tickets? Or just tickets an "administrator" approves? Will you use questions from all of the same type of customers, the entire database of customers, or just the one customer who's accessing their portal?.

In this case, i have a customer service rep which wold handle that.Questions/FQAs will be taken from all tickets for the specific product group(We are implementing this for only one of our acquisitions)

Quote:

If this were my project I would create a customization within the Sales client for the rep. I would leverage the existing speedsearch approval process to determine which tickets are deemed "frequently asked". If reps needed a more fine-tuned approach I would build a customization complete with a basic table structure that would let the rep determine which tickets are included in the FAQ page. For the web customization I would build the FAQ page dynamically, getting the list from speedsearch or the custom table, and getting the question/answer pair from the tickets included in the list. .

I have a Managed screen to add/edit FAQs and this could also be triggered from the ticket details screen.OnOpen i check whether the user is a customer service rep and only for CS reps will this fucntionality be opened.Speedsearch doesnt store the information on what string has been searched the max number of times;so how will we be able to leverage SS on this?Web FAQ page is created dynamically from the table where the rep adds all those FAQ details to.

Quote:

If you build a FAQ system and your rep has to maintain the question/answer pair I can guarantee you it won't get used. Instead you can build a system of weighing tickets where the rep can determine which questions actually get asked most. As support encounters a question that already has an answer they would just increment the weight for that ticket. Something probably exists in some fashion to cover this but if not it would be pretty trivial to implement. You still want an admin interface to override anything automated just in case but the hope is that this will reduce maintenance to almost nothing. Your reps would just need to periodically make sure nothing that shouldn't be there is showing up in the list, rather than micromanage the FAQ page for all of their customers.

Jeremy i know and i talked to them about this .they say that if it is not qulified, then customer specific details(if it is there in the ticket details) will also be made available to other customers during the search proces and they cannot let that happen.

thanks for all your input on this!

[Reply][Quote]

Jeremy Brayton
Posts: 491

Re: Building Smart FAQs for Customer Portal Your last visit to this thread was on 1/1/1970 12:00:00 AM

Posted: 20 Sep 06 12:02 PM

Quote:

Originally posted by Nandu

I have a Managed screen to add/edit FAQs and this could also be triggered from the ticket details screen.OnOpen i check whether the user is a customer service rep and only for CS reps will this fucntionality be opened.Speedsearch doesnt store the information on what string has been searched the max number of times;so how will we be able to leverage SS on this?Web FAQ page is created dynamically from the table where the rep adds all those FAQ details to.

To me, speedsearch approved tickets are tickets that multiple customers have a problem with. This basically defines what a frequently asked question is. Speedsearch the technology doesn't necessarily help when it comes to building a FAQ but I want the tickets users can search for to match those in the FAQ. The "approved for speedsearch" checkbox at the ticket level is one criteria I would use to define what tickets belong in the FAQ list. Other criteria would possibly include just tickets that the customer has "access" to. If I only sold them products of a certain type, I don't necessarily want to muddy up their view with a huge FAQ of products they don't even have.

The simplest approach for weighing a ticket would be to add a custom integer field with a button that increments the value by one. I could give users the ability to type something in but this eliminates any addition errors that may come up (or people clearing the field by accident). A more difficult but accurate approach would be to use what I call "master tickets" or those approved for speedsearch. I would then create a ticket for each customer that called in but create a "link" to the master. The problem with that approach is you have a lot of extra tickets floating around when you don't always need all of that information.

Quote:

If customer specific details are a problem, I would leverage tickets by creating a copy mechanism for your custom FAQ table. As a FAQ is created a speedsearch approved ticket must be selected which will then copy the information into the custom fields. Reps can either make necessary changes or use the existing information in tact. You could even make sure reps change the information before a FAQ can be saved and even introduce an simple approval process to make sure no customer information is kept. You could take it a step further and automate creating a unapproved FAQ each time someone checks off "approved for speedsearch" in a ticket. This would drop maintenance of the system down to almost nothing where your reps just make sure unapproved tickets are worded correctly an approved to get added to the list.

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