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Mary Paez

가입한 날짜: 2021년 4월 15일

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마지막 활동: 2024년 8월 19일

Knowledge Manager for Veeva Global Support KCS Certified

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님의 최근 활동 Mary Paez

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커뮤니티 댓글 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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댓글 보기 · 2024년 8월 19일에 편집됨 · Mary Paez

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게시물 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.

2023년 11월 27일에 게시됨 · Mary Paez

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커뮤니티 댓글 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.  

 

댓글 보기 · 2023년 6월 14일에 게시됨 · Mary Paez

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커뮤니티 댓글 Feedback - Reporting and analytics (Explore)

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

댓글 보기 · 2023년 4월 18일에 게시됨 · Mary Paez

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댓글Working with articles in the knowledge base

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

댓글 보기 · 2023년 3월 29일에 게시됨 · Mary Paez

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게시물 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

2023년 3월 27일에 게시됨 · Mary Paez

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커뮤니티 댓글 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

댓글 보기 · 2023년 3월 27일에 게시됨 · Mary Paez

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커뮤니티 댓글 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

댓글 보기 · 2023년 3월 23일에 편집됨 · Mary Paez

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게시물 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

2023년 3월 23일에 게시됨 · Mary Paez

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커뮤니티 댓글 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

 
 

 

댓글 보기 · 2023년 3월 23일에 게시됨 · Mary Paez

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