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Customization of Frequently Asked Questions in Highlights
Hey guys,
We are a new to the Get Satisfaction but well versed in Customer service with a large user base. What I am finding as a weak point with GS is an inability to automate the Frequently Asked Questions section to be Recent activity. Additionally, I can not determine how to manually change this information. Is there any way we can have the Freq. Asked Questions section of Highlights to reflect Recent Activity OR have the Recent Activity tab set as the default view.?
Thanks
We are a new to the Get Satisfaction but well versed in Customer service with a large user base. What I am finding as a weak point with GS is an inability to automate the Frequently Asked Questions section to be Recent activity. Additionally, I can not determine how to manually change this information. Is there any way we can have the Freq. Asked Questions section of Highlights to reflect Recent Activity OR have the Recent Activity tab set as the default view.?
Thanks
I’m unsure
1
person likes this idea
I like this idea!
Tell me when this idea gets some attention.
The more people who like this idea, the more it gets noticed.
The more people who like this idea, the more it gets noticed.
The company has this under consideration.
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Inappropriate?Hey CT - I've been having similar problems with the Highlights section. I'm not sure what the criteria is for automated Highlights, although I offered my best guess for the criteria for common problems a few months ago.
I'm pretty sure the only way to get the Recent Activity tab to default is with user (browser) preferences. If a user selects Recent Activity and navigates away from the page, they will return to the page the next time with the Recent Activity set as default.
The only way to make sure a topic doesn't show in the list is to "bury" it, and I haven't figured out a way to make sure a topic does show in the list. (Aside from noticing that Ideas must be "under consideration" and problems must be any status except for "resolved"....)
As far as I know, there is no manual way to adjust this information at the present time. I do think that the ability to manually adjust the featured topics an essential feature for making the front page effective (even if the automated logic gets better). Anyway, I'm interested in any developments on this topic. Thanks for posting the question.
I’m hopeful
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Inappropriate?Hi CT & Arielle,
Yes, Arielle, you've been using GS long enough that you've got it pretty well figured out.
I'll just confirm some of the points here.
You can not set the default view. Each individual user will see whatever view that were viewing when they left the community.
If you "Archive" a topic, it will not show up in the Highlights view.
What does show up in the Highlights view is dynamically generated based on "most popular", "most common", "most frequent" plus, as you've sussed, Arielle, certain status settings.
We absolutely agree that companies need to have some control over this as well as a way to curate and feature their own FAQs. These abilities are definitely on the roadmap this year.
CT, I'm going to turn this topic into an "Idea" so that it can be better tracked that way.
Thanks for the feedback.
EMPLOYEE
