Finding FAQs relevant to service calls

When capturing or qualifying a service call it is important to determine relevant FAQs as quickly as possible and to attach them to the call. This enables you to immediately suggest solutions when talking with the customer, or to provide the information needed for preparing fur­ther service measures to other staff members in the process chain. If you have opened the call form, you can proceed as follows:

FAQ determination is always particularly successful if you have already stored a lot of information in the service notification form (notification description, service object assignment, ...).

  1. Execute the Find FAQs function in the service call. The system opens a list with suggested keywords that are determined from the keyword and description fields of the call.
  2. Select the keywords you want to use for the FAQ search and confirm with OK. The system opens the FAQ form and automatically sets up a search condition consisting of the selected keywords and the product names of the associated service objects.
  3. Check the search options in the header of the FAQ form and execute the search.
  4. Mark the FAQ records that could be relevant for treating the call in the result list at the bottom.
  5. Execute the Assign service function. The system then assigns all marked FAQs to the service call. The assignment is confirmed by a message and can be seen in the Service calls form under Addi­tional data / FAQs.

Assessing FAQ relevance

You can mark FAQs associated with a service call as Helpful by setting the corresponding flag during ser­vice accounting. You will usually carry out such an assessment when following up a service call or mission. It later helps agents working on similar or recurring service calls to find a solution to the problem in the FAQ data base faster.

The Helpful flag belongs to the relation between an FAQ and a service call. The number of positive ratings of an FAQ is counted across all existing relations and influences the FAQ relevance in %, displayed in the first field of the FAQ list. Since the result set of an FAQ search is ordered by relevance, agents will automatically see the "best" FAQs at the top of the list.