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Support/Knowledge Base/2009-Q3-Goals: Difference between revisions
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Support/Knowledge Base/2009-Q3-Goals (view source)
Revision as of 01:20, 6 August 2009
, 6 August 2009→Get KB csat up to 85%
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**<strike>Work with Cheng to establish list of most frequently asked questions (no matter if they are new) ETA 2009-07-17</strike> | **<strike>Work with Cheng to establish list of most frequently asked questions (no matter if they are new) ETA 2009-07-17</strike> | ||
**<strike>List the common terms used for the top issues ETA 2009-07-24</strike> | **<strike>List the common terms used for the top issues ETA 2009-07-24</strike> | ||
**Identify the most common uses of bad terminology ETA 2009-07-31 | **<strike>Identify the most common uses of bad terminology ETA 2009-07-31</strike> | ||
*[https://support.mozilla.com/tiki-view_forum_thread.php?comments_parentId=386847&forumId=3 Focus on articles with csat below 4, and lead community drive to improve those articles.] | *[https://support.mozilla.com/tiki-view_forum_thread.php?comments_parentId=386847&forumId=3 Focus on articles with csat below 4, and lead community drive to improve those articles.] | ||
**<strike>Get PageViews page updated. ETA 2009-07-09</strike> | **<strike>Get PageViews page updated. ETA 2009-07-09</strike> | ||
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*Make sure there are articles that specifically address each top search term. | *Make sure there are articles that specifically address each top search term. | ||
**Until we know what users are most likely searching for, we'll use what we know so far. | **Until we know what users are most likely searching for, we'll use what we know so far. | ||
**<strike>File bugs for the obvious ones. ETA 2009-07-09</strike> | **<strike>File bugs for the obvious ones. ETA 2009-07-09</strike> {{bug|502859}}{{bug|411519}} | ||
**<strike>For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10</strike> | **<strike>For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10</strike> | ||
**<strike>Identify any issues within them that are not documented. ETA 2009-07-17</strike> | **<strike>Identify any issues within them that are not documented. ETA 2009-07-17</strike> | ||
**Get the undocumented issues from generic search terms documented. ETA 2009-07-31 | **<strike>Get the undocumented issues from generic search terms documented. ETA 2009-07-31</strike> | ||
*[[Support/Knowledge Base/2009-Q3-Goals/CSAT:Crashes|Get top 5 crashes documented ]] | *[[Support/Knowledge Base/2009-Q3-Goals/CSAT:Crashes|Get top 5 crashes documented ]] | ||
**<strike>Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10</strike> | **<strike>Assess which top crashes are already documented, and make sure the the documentation has a crash sig. ETA 2009-07-10</strike> | ||