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Mary Paez

Beigetreten 15. Apr. 2021

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Letzte Aktivität 19. Aug. 2024

Knowledge Manager for Veeva Global Support KCS Certified

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Community-Kommentar Feedback - Ticketing system (Support)

This is a poorly planned feature that should never limit results.  Allowing more filtering options would be beneficial.  But, please extend the results to unlimited and let the agents find what they are looking for

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Kommentar anzeigen · Bearbeitet 19. Aug. 2024 · Mary Paez

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Post Developer - Zendesk APIs

Need to access the owner and author fields of all our articles thru the API?  How can this be done? We are finding the author value but not the owner.

Gepostet 27. Nov. 2023 · Mary Paez

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Community-Kommentar Q&A - Reporting and analytics

any update on this question?  We are getting tickets closed with KB are taking longer than tickets without KB. Doesn't seem right.  

 

Kommentar anzeigen · Gepostet 14. Juni 2023 · Mary Paez

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Is there any update on this?  We still are waiting for a way to do this?

Kommentar anzeigen · Gepostet 18. Apr. 2023 · Mary Paez

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KommentarWorking with articles in the knowledge base

Did you also check the Managed by Setting as well as Visible to property?

Kommentar anzeigen · Gepostet 29. März 2023 · Mary Paez

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Post Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Gepostet 27. März 2023 · Mary Paez

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Community-Kommentar Feedback - Help Center (Guide)

Has this feature been added?  Eg: When you follow an article and the article is republished with changes, all followers will get an email notification letting them know the article is updated

Kommentar anzeigen · Gepostet 27. März 2023 · Mary Paez

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Community-Kommentar Q&A - Reporting and analytics

We created two separate reports and used a pivot table. When we do a comparison of linked article tickets and tickets without linked articles, The average resolution time in our report is higher in tickets without KB.  Did we do something wrong?

No = tickets without KB

Yes = tickets with KB

Kommentar anzeigen · Bearbeitet 23. März 2023 · Mary Paez

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Post Q&A - Reporting and analytics

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

Gepostet 23. März 2023 · Mary Paez

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Community-Kommentar Feedback - Reporting and analytics (Explore)

We are comparing tickets with KB and tickets without to see if tickets with KB have a shorter processing time.   But the data does not seem correct. Can you give us an idea how we can do this?

"compare the average resolution time against tickets that had a link and tickets that did not"

the tickets with KB are appearing to take longer that tickets without.   We are not sure why

 
 

 

Kommentar anzeigen · Gepostet 23. März 2023 · Mary Paez

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