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Support/Knowledge Base/2009-Q3-Goals: Difference between revisions
Support/Knowledge Base/2009-Q3-Goals (view source)
Revision as of 14:10, 20 July 2009
, 20 July 2009→Get KB csat up to 85%
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**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> | ||
**For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10 | **<strike>For generic searches, find the csat score for top results, and read article comments for them. ETA 2009-07-10</strike> | ||
**Identify any issues within them that are not documented. ETA 2009-07-17 | **<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 | **Get the undocumented issues from generic search terms documented. ETA 2009-07-31 | ||
*Get | *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> | ||
**File bugs for the rest of top | **<strike>File bugs for the rest of top 5 crashes ETA 2009-07-10 </strike> | ||
***If there's no solution, add the sig to the main crashes article, but keep the bug so we notified when there's a solution. | ***If there's no solution, add the sig to the main crashes article, but keep the bug so we notified when there's a solution. | ||
***Assign bugs, and try get them documented at a pace of 2 per week. ETA 2009-08-21 | ***Assign bugs, and try get them documented at a pace of 2 per week. ETA 2009-08-21 | ||
*Get weekly common issues documented within a week of appearance ETA weekly | *Get weekly common issues documented within a week of appearance ETA weekly | ||
**There's a constant issue of cause/solution not being well established. | **There's a constant issue of cause/solution not being well established. | ||