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 |
|---|---|---|
| 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) |