60 terms defined with examples, buyer context, and links to relevant reviews and learn pieces.
Approval Workflow
An approval workflow in KB software requires articles to pass a review step before publishing. The single most important governance feature for teams with multiple writers.
Deflection Rate
Deflection rate is the percentage of potential support contacts diverted by self-service content before reaching a human agent. Industry median: 15-30%.
Knowledge Base
A knowledge base is a structured, searchable repository of information designed to help users find answers without contacting support. The primary vehicle for ticket deflection.
Operational Boundary knowledgebasesoftware.net
A working definition used to keep the later-wave content for knowledgebasesoftware.net aligned around Operational Boundary.
Search-Failure Rate
Search-failure rate is the percentage of KB searches that return no results. The single most actionable analytics metric for finding content gaps.
Ticket Deflection
Ticket deflection is the reduction in inbound support contacts achieved when customers find answers in self-service content before contacting a human agent.
Vendor honesty audit operational boundary
A working definition used while expanding the content depth for knowledgebasesoftware.net.