Happy New Year
@Michael A. Lowry.
We had discussed this design and decided on showing this on case creation to:
- Allow the user a chance to change the search term and search before submitting. Often times the subject is not really the keyword users search on and this is a chance to see if anything was out there before submitting, assuming they haven't already searched. If they have already searched you can click "Still need help" - you aren't required to search again
- Allow a consistent experience on what one would see on Case submittal and on the support portal for "no search results"
Most notably, we capture where "no search results" are found and the search terms used and use this to improve content we know we have for better matching going forward.
Cheers!
Christie
Original Message:
Sent: 12-18-2020 04:52 AM
From: Michael Lowry
Subject: Case Management - pop-up window interrupts case creation to inform about zero matching KB articles
I understand Broadcom would like to discourage customers from opening cases when a solution is already available.
Is it necessary though, to interrupt case creation to inform the user of the zero matching KB articles?