Questions with Low Score Answers

You can assess gaps in your knowledge base by identifying the questions users asked frequently and the application returned little or no high value answers. If you find that many users are asking the same or similar questions and the best answers in your knowledge base are less than the threshold score, you can take steps to improve or update the content or tune the indexing options.

This report shows a list of normalized customer questions that returned answers with scores of less than the predetermined threshold for search scores.

What are Search Scores?

A search score is determined by various rules, each of which contributes to a total score for each document in the knowledge base. It represents how efficiently each answer responded to a question; the higher the score the more useful the answer. The application applies a search score to each answer.

You set a threshold score on the Search Scores Less Than field on the Filters popup window. For example, to see all answers with a score less than 3.0, you would enter 3.0 in the field.

Questions with Low Score Answers Columns

Column	Description
Normalized Question	A question from which the application has removed case distinctions, spelling errors, punctuation, skipped words, and other elements that may differentiate it from otherwise identical questions. For example, for these questions: What should I do to delete a photo from my cellphone? How do I delete photos from my mobile phone? Can I take pictures off my cellphone? the normalized question might be, Deleting a photo.
Question Count	The number of questions that matched the normalized question, and whose top five answers had scores less than the threshold score.
% Question Count	The percentage of questions that match the normalized question.
Click-thru Rate	The percentage of questions that matched the normalized question and received at least one click-through.