News : RightAnswers Releases Knowledge Quality Tool
RightAnswers has unveiled in its latest release an automated Knowledge Quality tool to ensure the knowledgebase is populated with useful knowledge for customer service and support.
The Knowledge Quality tool automatically calculates article quality based on more than a dozen criteria, such as duplicates, spelling, article length, use of multimedia and use of certain fields. In addition, service organizations can create their own custom quality checks for parameters that are meaningful to them.
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Gamification is built into the Knowledge Quality tool, providing knowledge authors with a quality score for the knowledge they create. In addition, the tool assigns the knowledgebase an overall quality score and flags knowledge requiring improvement.
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