See how your help site answers questions
Before you start
- Answers is off until an owner or admin turns it on, for the team or for one person, under Feature switches on Team.
1. See how answers go
In the rail, select Answers. On Overview, choose a Period: 7 days, 30 days (the default), or 90 days.
The tiles count the questions and how each was answered:
- As written: with a section of an article, word for word.
- Written: in words Docmunk wrote from your articles.
- Not covered: no article answered it.
- To a person: sent to your support.
- Helpful: the share readers rated helpful, of those they rated.
Under the tiles, Top questions lists what readers ask most, and Not covered lists the questions no article answers. Select Try on one to ask it again.
2. Check one question
Select Questions, choose a filter such as Not helpful or Not covered, and select a question. On the right, Docmunk shows the section it used and the answer.
- Right: the answer was right. Docmunk keeps it as a test.
- Wrong: under “It should get”, pick the section it should use, or A person or Not covered. Docmunk keeps that as a test.
3. Try a question
- Select Try it, and enter a question as a customer would ask it.
- Under Read from, choose Published for the live help site, or Next publish for what your next publish puts live.
- Select Ask. The answer shows with its sources. Select Right or Wrong to keep it as a test.
4. Run the tests
Select Tests. Each test shows its question, the section it should get, and whether it passes on Published and on Next publish.
- Select Run on Live to run every test against the published help site, or Run on Next to run them against your next publish.
- To delete a test, select the trash icon at the end of its row. It goes at once.
Run the tests on Next before a large publish, so you see an answer it would break before readers do.