Search Optimizer provides valuable insights about possible gaps in the knowledge base and enables knowledge base managers to complete content optimization tasks.
Knowledge base managers use Search Optimizer to do the following:
Here are a few things you can take into consideration when deciding how to prioritize tasks:
If you look at the Hits column of a voice, you can see the number of times the customers asked a question with the same intent on the touchpoints. These questions with similar intent are grouped to voices and voice clusters: this grouping provides insight on what the current "hot topics" are.
The number in the Hits column is not the total number of hits for a particular voice, but the number of hits since a task related to the voice was last completed in Search Optimizer. This way, you can always see tasks that need your attention based on recent traffic as opposed to total traffic. It is recommended to clear all tasks from Search Optimizer, and let the traffic insert tasks from scratch.
Search Optimizer groups voices into four categories. See What is Search Optimizer? to learn more about these categories. We recommend you prioritize popular voices that were not answered first. Then look at popular voices in the Answered category that received negative feedback or were channeled to see how you can improve existing content. If a specific topic needs to be addressed, use context filters.?
The trend shows the relative difference in the number of hits during the selected time interval and the time interval that precedes the selected time interval. So, if the selected time period is the current week, the trend is calculated relative to the previous week. When there is no value for a trend, it means that there were no hits either in the current period or the reference period of the trend.
Trend is calculated as follows:
For example, the selected time period is the current week and the number of hits is 500. The number of hits was 550 during the previous week. Using the above formula, the trend is -10%.
Search Optimizer supports the collaboration of a team of content managers who work in parallel on the same knowledge base. You can assign owners to voices and voice clusters. By assigning an owner to a voice, you can balance content optimization workload based on business priorities and organizational structure.