Sherri Anderson

Excellent article, very helpful!

Thank you so much, worked perfectly!

Well .... that was a little too easy. *blush

Thank you so much for your help! Worked perfectly!

I have three headings in our Help Center that I would like to change. Two of them are on the article pages:

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I just want to change the case so both words are capitalized:

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Also on the search results page I want to change

Knowledge base

to

Knowledgebase

I cannot for the life of me figure out how to do it, can anyone help me out?

That's easier for us here because we don't really take phone calls and any voicemails that do come in are converted to tickets. If you record the number of incoming calls and incoming chats, which you must somehow.  Why not just take those numbers, add those together and use the self-service score like this?

Self-service score = Total users of your help center(s) / (Total users in tickets + Total users in chat + Total users in calls)

I wouldn't include people who call in or submit a chat as people who tried to self-serve though.

Great article, lots of VERY useful information.