Scenario 11: External Self-Service, No ID System of Record Search Behaviors, Log of Search Strings and Click Streams on Articles
Scenario 11: External Self-Service, No ID System of Record Search Behaviors, Log of Search Strings and Click Streams on Articles | Comments | Complete |
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Login to external self-service portal as a requestor | ||
Capture customer issue and environment information | ||
Launch a search using all relevant information | ||
Display results from multiple content repositories | ||
Open KCS article | ||
Search again | ||
Open and print KCS article | ||
Search again | ||
Open different KCS article | ||
Close browser or window | ||
Show Search behavior/log of search strings and click stream (may require integration) |