Performance Assessment 24
Status: Unknown ❓
Mandatory
Report on the self-service experience and internal search effectiveness analysis on search success and effectiveness. (Could used Normalized Discounted Cumulative Gain. Could use escalation reports, content gap analysis, null search reports, whether users selected search results, and where in the results list (Search Engine Result Page) the clicks Happened)
Practice/Technique
- Content Health
- Creating Evolve Loop Articles
- Plugging Content Gaps Identified from the Web
Reference: KCS v6 Practices Guide
Technique 5.4: Creating Evolve Loop Articles