Review help center answer results
Review the help center’s answer results in Overview, inspect individual questions in Questions, try questions against Published or Next publish, and check saved questions in Tests. These checks don’t change your help center articles.
1. Open the answer overview
- Go to Copying articles and pictures › Answers. In Overview, choose a Period for recent, default, or longer results.
The overview shows the number of Questions, the share answered As written, Written, Not covered, or To a person, and the share marked Helpful. It also shows median First answer and Full answer times, questions sent to support, cost, Top questions, and Not covered questions.
2. Inspect individual questions
- Go to Questions, choose a filter, then select a question. Choose All for every stored question, Not helpful for questions with a negative rating, Written for questions answered with written words, Not covered for questions without an answering section, or To a person for questions sent to support.
The question view shows the answer, its source articles, the answer decision, timing, cost, rating, and any support handoff. To keep the result as a test, Select Right to keep the result as a test.. Select Wrong article, then choose the article section it should use, A person, or Not covered.
3. Try a question
- Go to Try it, enter a customer question in Question using the Ask as a customer placeholder, choose Published to check the live help center or Next publish to check what the next publish would make live, then select Ask. Docmunk reads the selected help center version and shows the result with its sources, decision, timing, and cost.
4. Check saved tests
- Go to Tests and review each test’s Question, Should get, Found, Published, and Next publish results. Select On a live help site to run every saved test against the published help center, or select Next: to run them against the next publish; the results show Pass or Fails after the run finishes. Select the control labeled Delete the test followed by the test question..