For those of you that are currently utilizing the Parature for Facebook application, you already know that there are many steps and ways in which you can set up your Support tab. The following are some best practices that I have composed in leveraging this tool, based on results I have observed and how the application was designed to be used.
When implementing ticketing terms, think about the key words that your customers use in submitting a ticket when they need help. For example, if your main concern is to create tickets based on system issues the client is having, you might want to have key terms like “help”, “support”, “emergency”, “issue”, “problem”, “system performance”, etc. This will ensure that you are able to escalate those tickets as soon as possible and the issue can be addressed immediately.
You have the option to customize your own list of objectionable terms or use the predefined list. Using the predefined list is a great way to ensure that the most objectionable words are being covered. However, if you are a very large company and get a lot of traffic, you may want to customize your own list if you believe that there are words that could be missing. You should also consider if there are words that are sensitive to your organization, but may not be considered “objectionable” normally.
The first two fields for Tickets are required to be Summary & Details fields. The next two fields are up to you to decide. Available options are Ticket Origin and Priority. If you receive a lot of client traffic via Facebook, it is a good idea to use Priority for a custom field; this will confirm that you address the most crucial issues first and help in potentially answering issues other customers are having.
Knowledgebase Tab Display Name
If you refer to your Knowledgebase as “Knowledgebase” to your customers, then it is fine to leave the title as is. However, maybe you refer to the Knowledgebase as “FAQ”, “Questions”, “Self Service Content”, or something else. If you use one of these terms or something other than “Knowledgebase”, changing the title to the designated name will ensure that it aligns with your portal tab.
Searchable SLAs and Folders
Within the Parature for Facebook application, you have the ability to choose whether you would like to make your Knowledgebase searchable by SLA, Folder, or a combination of the two. In managing the Parature Knowledgebase, I find it best to use a combination of both. It is the easiest way to track what articles are being displayed on your Facebook page, as well as maintain permissions to individual articles. For example, I have created a folder titled “Articles displayed on Facebook”, and each of the articles in this folder has individual permissions.
These are a just a few tips on utilizing your Parature for Facebook application, but you can check out more content on our Support Portal in the Parature for Facebook folder. If you are not currently utilizing this application, you can find out more here.