Self-Help Pivot Observations

Observation 1: A solution’s total run is very low. 

Assumptions: The solution may no longer be relevant to the organization’s issues or there may be an adoption issue where users are not using self-help and instead raising tickets with the IT help desk. 

Resolution/Possible Actions: If the solution is no longer relevant, it should be removed from the self-help solutions (both Portal and offline app). If the issue is an adoption problem, administrators should communicate with operators to use the remote solution firing feature to spread awareness and resolve the issue in an automated manner. 

The operator or engineer can guide users on the call to open the offline/online portal and run the solution and ask users to next time to visit the app or the portal to resolve the same issue. This will increase awareness/adoption to the self-service portal and decrease the load on the IT help desk.  

Observation 2: A solution’s total run is high, but the success rate is very low. 

Assumptions: This could be due to missing steps in the solutions, poor guidance, or the solution being outdated. 

Resolution/Possible Actions: Administrators can add a textual feedback option in the solution to get a better understanding of user issues. Alternatively, they can seek the help of IT help desk engineers and Anakage’s team to rebuild the solution. 

Observation 3: A solution’s total run is good and the success rate is fine, i.e., greater than 70%. 

Assumptions: This indicates that the solution is successfully resolving end-user issues, but there may be some small errors. 

Resolution/Possible Actions: Adding a textual feedback/CSAT rating in the feedback step of the solution or reviewing feedback can help update the solution accordingly and increase the success rate.