How do I know if the effort invested in creating a Solution (aka a knowledge base article) is worth it? Which Solutions are valuable and which aren’t?
These are typical questions that almost every CIO, IT manager, or content creator wonders about.
SolarWinds Service Desk is happy to announce the availability of a new metric, which can help you answer these questions using data rather than just hunches.
The new metric is calledSolution’s View Counter, which measures every time a solution/article is viewed by someone. Each time this happens, either in the Portal or via email, the Solution’s Counter increases by one.
A person, no matter what their role in SolarWinds Service Desk, is counted only once per solution and per month. Thus, if someone reads parts of the solution every day of the week in the same month, they will still be counted as a single view. However if they read the solution once in March and then revisit it in May, they will be counted as two views.
The Solution’s View Counter is shown both in the portal, for requesters:
And in the platform, for agents and admins:
The view count began on December 19, 2019, so you should already see meaningful numbers that accumulated in the last ~30 days.
You can download this view count data as part of the export to a CSV file.
A new report was added to capture the solutions view trends, it’s called‘Solutions Over Time’[use Scope = ‘Views’]
So to answer the questions raised in the opening section, you should use this new metric together with other powerful metrics we have:
Number of thumbs up/thumbs down each solution received
Number of times each solution was attached to an incident
Other Changes Made to the Solutions Module:
We added the ability for a user to change their mind regarding the like/dislike they made on a solution.
For example, I might have initially found a solution unhelpful and I gave it a thumbs down. However, this solution was updated after some time had passed. Now, I find the solution valuable, and so I can change my mind by either giving it a thumbs up or staying neutral (by clicking on the thumbs down again, which removes it).
In the portal, requesters can sort Solutions by "Helpful Articles" which will be based and calculated according to the ‘Net-Likes’ = (Number of Likes - Number of Dislikes).
In the platform, agents can filter based on this "Helpful Articles".
With these changes, you can expect higher accuracy around your solutions helpfulness level, a data point that can be used by both your agents and your requesters.
As we continue to improve SolarWinds Service Desk, we appreciate your feedback. Let us know what you think about these enhancements by adding a comment below.
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