Tags in Catalogs for Self Service Portal searching

[samwoo]

Hello,

A feature that I thought of whilst working with Nadeem that would certainly help to narrow down the Service / Catalog that the user requires would be to have the ability to add tags to Services / Catalogs.

Some users may refer to something differently to others and tags would be a good way to reflect this as they would type it in the search box on the Self Service Portal and would be able to find the Service / Catalog they require to log a call.

Samuel

[Steve Giller]

That might work if tags were completely individual, but if a customer's tag was available globally you'd eventually end up with a long list of often unsuitable services for every search due to overzealous tagging and the random way in which customers think!

[Steven Boardman]

Hi Samuel

A few things which may help here. 

1. When Searching the results are derived from Only the Services the user is subscribed too, so the search is limited to relevant content for the user. 

2. We are introducing a new feature shortly which will allow the service to be sorted by their Category - so the user will be able to display, say IT only Services, or Communication Services - depending on what categories you have defined and associated to each Service - this again may provide a good starting point for users if you have a massive list of Services which you offer - This development should be released in the coming weeks.

3. There is a current feature called Suggested Search Terms - this does two things:

(i) Everytime a user types in the search bar and searches, the search term is saved in the database, and is available to report on what the users are searching for - this helps to understand perhaps the areas where knowledge is needed. 

(ii) Previous Search terms, should be presented as Suggested Search Terms for the user or other users (only relevant where the users are subscribed to the same services, providing users with some assistance in finding content. 

I hope some of this is useful?

Steve

 

[samwoo]

On 23/07/2016 at 6:39 AM, steven boardman said:

Hi Samuel

A few things which may help here. 

1. When Searching the results are derived from Only the Services the user is subscribed too, so the search is limited to relevant content for the user. 

2. We are introducing a new feature shortly which will allow the service to be sorted by their Category - so the user will be able to display, say IT only Services, or Communication Services - depending on what categories you have defined and associated to each Service - this again may provide a good starting point for users if you have a massive list of Services which you offer - This development should be released in the coming weeks.

3. There is a current feature called Suggested Search Terms - this does two things:

(i) Everytime a user types in the search bar and searches, the search term is saved in the database, and is available to report on what the users are searching for - this helps to understand perhaps the areas where knowledge is needed. 

(ii) Previous Search terms, should be presented as Suggested Search Terms for the user or other users (only relevant where the users are subscribed to the same services, providing users with some assistance in finding content. 

I hope some of this is useful?

Steve

 

Hi Steve,

Thanks for your response. We'll give it some more user testing, the Suggested Search Terms sounds like something we don't have much of yet as there hasnt been a lot of searches yet :O.

Many thanks,

Samuel.