Measuring the effectiveness of articles

To improve the quality of information within your knowledge database, you need to find out which knowledge entries are being used most frequently, and how the users of that knowledge rate the information. You configure the effectiveness settings for your knowledge by introducing a scoring system whereby points are allocated to an article each time it is opened. Users can then rate the effectiveness of the article they have found. The higher the effectiveness rating, the more valuable the knowledge is to your users.

Effectiveness settings apply only to articles.

To configure the effectiveness settings:
  1. Start the Knowledge Management Administration component.
  2. Expand the Knowledge Settings tree.
  3. Double-click Effectiveness Settings.
    The Effectiveness Settings page appears.
  1. Specify the number of points added each time a knowledge item is opened.
  2. Specify the number of points added each time an Analyst and User rates the information as useful.
  3. Click .

So that users can indicate that an article has been useful, you need to add the Effectiveness control to the Article window. The Effectiveness attribute enables users to select whether the article was useful or not. It also shows the effectiveness count for that article.

To add the Effectiveness attribute to the Article window:
  1. Start Window Manager.
  2. On the Business Objects tree, open the Article window.
  3. Expand the Attributes tree, then locate the Effectiveness attribute.
  4. Add Effectiveness to the window.
  5. Save your changes.

In the Ivanti Console, the Effectiveness control is displayed as a list box, from which users can select either Useful or Not useful. In Web Access, buttons labeled Yes and No appear alongside the Effectiveness attribute's label. We recommend that you change the Effectiveness label to Was this article useful? or similar.