Acting on knowledge recommendations

A recommendation is useful when it leads to a specific change and then a new audit.

Five-step method

1. Identify symptom: poor response, lack of coverage or high risk.
2. Find source: document, page, product, manual text or lack of content.
3. Correct a single cause: update, replace, exclude or add knowledge.
4. Reindex and test: wait for the indexed state, then rest the question.
5. Reassess: compare the previous score and behaviour.

Possible actions

Problem	Recommended action
Information missing	add a reliable source
Several conflicting responses	delete or replace obsolete version
Title too vague	rename and reindex resource
Page not relevant	exclude or disable its use
Incomplete output	correct fields and save
Issue outside scope	improve the withdrawal message rather than invent knowledge

Prioritize

Start with recommendations for:

• a frequent question;
• a contractual undertaking;
• a price or availability;
• an important sales route or support;
• a high risk of incorrect response.

Check for improvement

Do not limit yourself to the variation of the score. Also check:

• the exact answer;
• reformulation;
• a close but different question;
• the absence of old information;
• behavior when the answer is missing.

A recommendation is not an automatic decision

Examine the proposed evidence and impact before changing a business source. ELChat helps to prioritize; The company remains responsible for reference knowledge.