Search Effectiveness
Median time-to-first-click, zero-result rate, click-through-rate at top-3 / top-5 positions, abandon rate (search with no click). Split by Source (HelpCenterPortal vs. HelpdeskWidget) and ViewerType.
Search to useful answer
Deliver the permitted published answer and capture its actual reading context.
4 stages · 0 approvals
Roles and responsibilities
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Step 1Resolve the reading scope
TitleSummaryContent TypePublished AtTroubleshooting
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Step 2Find the answer
TitleSummaryAudienceContent TypeInternal Only
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Resolve the reading scope
Check current tenant membership, public or internal audience and every category ancestor before searching. Customers never search the working draft. A hidden or internal-only ancestor prevents public results, and a cached route must recheck the same rule. Staff widget access reads the approved internal library without granting article editing or review permissions.
Find the answer
Search, snippets, direct links and the Helpdesk widget read only current ArticleVersions and their published manifests. Customers receive Public content after every ancestor policy check; authorized staff may also read InternalOnly. Never index or return working Articles.BodyMarkdown, draft tags or raw attachment URLs. Recheck current access on clicks, exports, cached content, media and related targets. Record deduplicated SearchQueries, SearchClickEvents and ArticleViews with the actual version served; redact identifying query text and restrict hashed sessions to permitted analytics.
Deliver the supporting content
Resolve related targets and media against current reader access. Published manifests retain the reviewed content, but a later restriction on a target still applies. Never return a raw internal storage URL or serve an attachment that changed under a draft record. Withdrawn or superseded snapshots stay out of ordinary customer delivery. Record the exact version served so later feedback and analysis describe the answer the reader actually used.
Capture permitted feedback
Accept bounded deduplicated ArticleFeedback only for an accessible version actually read. Roll up helpful/not-helpful counts over the declared window and version basis; no feedback yields an unavailable ratio, not zero quality. Minimum observation count and ratio threshold together govern low-rating alerts. Notify the current author with a permission-scoped link rather than distributing raw comments. Republish does not erase historical feedback or transfer the old version's ratings to the new one; the manager can compare versions explicitly.
Approvals and controls
0 approvals required in this process
- Current authorization precedes resultsSnippets, clicks and media delivery.
- Published tagsContent never follow a mutable draft join.
- Search and click retries are deduplicated.
- No feedback remains unavailable; alerts require sufficient observations.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Resolve the reading scope | ArticleVersionsArticlesCategories | Choose the current permitted published population |
| 2 Find the answer | ArticleVersionsPublishedTagsSearchQueriesSearchClickEvents | Search and open an actual permitted version |
| 3 Deliver the supporting content | PublishedLinksPublishedMediaArticleViews | Deliver scoped related answers and immutable supporting media |
| 4 Capture permitted feedback | ArticleFeedbackArticleViewsArticles | Retain one version-specific helpfulness observation |
Process reports
All reportsArticle Engagement
Per Article: ViewCount, unique-Customer reads, HelpfulRatio, average DwellSeconds, feedback-comment volume. Drills Category × ContentType × Owner. Pairs with the Stale-Article queue as the KB Manager's daily landing report.
Stale-Article Health
Articles with ReviewDueDate in the past, by Owner and Category, plus HelpfulRatio drift vs. last-reviewed snapshot. Drives the weekly stale-article review.
Author Contribution
Per Author: Articles Created, Edited, Reviewed, Approved, Published over a rolling 90-day window, plus average HelpfulRatio of own Published Articles. Drills from Author → Article. Powers the contributor leaderboard.
Run by an agent
Agent support
Proto cannot approve the submitting author's work, skip required specialist review, edit a locked or published snapshot, expose internal content to customers or count incomplete observation windows as successful self-service. Promotion does not grant an author role.
# Example after configuration
$ curl -fsSL https://www.erp.ai/skill.md | paste into your agent
› search to useful answer · resolve the reading scope on ArticleVersions, Articles, Categories
✓ Check current tenant membership, public or internal audience and every category ancestor before searching.
› search to useful answer · find the answer on ArticleVersions, PublishedTags, SearchQueries, SearchClickEvents
✓ Search, snippets, direct links and the Helpdesk widget read only current ArticleVersions and their published manifests.
› search to useful answer · deliver the supporting content on PublishedLinks, PublishedMedia, ArticleViews
✓ Resolve related targets and media against current reader access.
› search to useful answer · capture permitted feedback on ArticleFeedback, ArticleViews, Articles
✓ Accept bounded deduplicated ArticleFeedback only for an accessible version actually read.
Other processes
3 moreDraft to published answer
Move an exact article revision through the required reviews into publication.
4 stages · 1 approval
Content gap to reviewed update
Turn search gaps, ratings and overdue review into a published improvement.
4 stages · 1 approval
Support knowledge to observed outcome
Promote reusable support answers and measure complete customer reading windows.
4 stages · 0 approvals