© 2017 coveo solutions inc - proprietary and...

Ken Thomas

Web Data Analyst


A Framework for Self-Service SuccessDrew Claybrook

Community Manager

About Extreme Networks

It’s been over 20 years since we started a revolution with our iconic purple switches. Today, we’re re-defining networks with software and helping our customers build better connections.

Our evolution beyond hardware into one of the leading providers of software driven networking solutions means that Extreme can deliver an IT infrastructure that is fast, resilient, and can tune itself to the demands of users, applications and security threats — from wired to wireless, desktop to datacenter.

History of Innovation

▶ Founded in 1996

▶ 20+ year pioneer in networking

▶ Industry’s first Gig-E / 10 Gig-E Switch

▶ 500+ active patents

▶ End-to-End Networking Solutions for Enterprise

▶ 100% Insourced Service & Support


Global Strength

▶ Revenue: 1 Billion+

▶ 2,500+ employees

▶ NASDAQ: EXTR

▶ Headquartered in San Jose, California

▶ 30,000+ customers

▶ 2,000+ partners

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Different Search Experiences for Different Audiences

A journey, not a destination


Unified Search

Multiple Search Experiences

Search Early, Search OftenA high-quality, unified search is a vital part of KCS and a well-designed website.

Extreme has multiple searches available for our customers, partners and employees:

▶ Public Search on extremenetworks.com

▶ Extreme Portal Search

▶ Case Deflection Search

▶ Downloads Search

▶ GTAC Internal Search in Salesforce Service Cloud (also known as Agent Search)

▶ 16 sources (Web, Sitemap, YouTube, Salesforce) with over 1.5 million items


I’ve got a fever,

and the only prescription,

is more Unified Search

Ken Thomas, mis-quoting Christopher Walken from SNL


7

Corporate/public website search

▶ First Coveo search we rolled out

▶ Replaced in-house Wordpress search

▶ GSA and lots of dark magic

▶ Difficult to build custom integrations

▶ Being phased out by Google

▶ Pulled together many sources

▶ Vast Improvements

▶ Better results

▶ Better filtering

▶ Sorting options

© 2017 Coveo Solutions Inc - Proprietary and Confidential

Public Search

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Main search on our *new Portal

▶ Technical/product specific searches

▶ Knowledge Base, Technical Documentation and Community content findable in one search

▶ Portal source : user-owned objects

▶ Only when the user is logged in

▶ Cases

▶ Downloads

▶ Plan to continue to provide even more user-centered, self-service enabling search features in the future


Portal Search ▶ *Fully launched with Case Management Feb 2017

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▶ Get Satisfaction powered

▶ Public Search / Magic box

▶ 5,000+ members


Search from Community (The Hub)

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10

Search built into Case Creation Process

▶ Two help articles are shown initially

▶ Relevant solutions presented with data entry

▶ Tuned to show best content

▶ most likely to help users and deflect cases

▶ Configuration can be adjusted on the fly

▶ Partnered with Coveo Success Manager to get this working as desired

▶ Continuous improvement cycle


Case Deflection Search

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Built into the Download pages

▶ Search for firmware by:

▶ serial number, product name, file name

▶ Advanced options for filtering

▶ Tags to help find the desired software

▶ Recommended, Latest, Beta, etc.

▶ Built-in help article about tags

▶ History of past downloads

▶ Request Access when entitlement cannot be confirmed in a self-service manner


Downloads Search

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Built into Salesforce for GTAC engineers

▶ Helps engineers find solutions quickly

▶ Many Internal sources including bugs

▶ A global Search from the Search tab

▶ Case Context - when launched directly from a case

▶ One click to attach a result to that case

▶ Fills in gaps missing from Salesforce search

▶ Search for Archived Knowledge Articles!

▶ Synonyms and featured results


Internal Agent Search

Coveo Usage Analytics

Google Anayltics

Salesforce Reporting


Metrics – Increasing Capacity

14

▶ Unique Insight - adoption related metrics:

▶ Which engineers are using the internal search?

▶ Which engineers are attaching to the case from search?

▶ How many items have been attached to cases from search?

▶ How many searches have results

▶ How many have clicks

▶ Top filters being viewed by GTAC engineers


Overview of Usage: Internal Search

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▶ Query Performance

▶ Content Gaps

▶ Document Performance (top clicked / viewed items)


Overview of Usage: Public Search

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▶ Machine Learning is enabled in Public Search

▶ Working with our Success Manager to enable on other pipelines

▶ Percent of clicked results were boosted by Coveo Machine Learning

▶ June 2016 – May 2017: 55%

▶ May 2017: 64%

▶ Machine Learning percentage is increasing

▶ Only a handful of featured results are set up so TopResult percentage is low


Machine Learning: Public Search

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▶ Looking at how Coveo’s Machine Learning impacted most viewed results in Public Search

▶ End of Sale and End of Support page was the most viewed item in May 2017

▶ 61% of clicks were on results boosted by Machine Learning

▶ Average Click Rank:

▶ 2.5 without Machine Learning

▶ 1.2 with Machine Learning


Machine Learning: Top Viewed Items

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The Extreme Networks Knowledge Base is publicly available to everyone and is indexed by Google and other search engines

How much of our knowledge base traffic comes from Google?

10%?

30%?

50%?

75%?

more?


Google

Over 80% of Our Sessions are From Google

We see about 80% of our knowledge sessions originate from a Google search, on average

May 1-31, 2017:

82.2% of Sessionscame from Google

(85.4% of New Users and 76.6 % of Pageviews are from Google)


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▶ Peer-to-Peer (Community sessions)

▶ Self-Service (Knowledge Base and Portal)

▶ Assisted Support (Cases)

▶ Ratio of Sessions to cases May 2017: 28

▶ Sessions (Peer to Peer and Self-Service) per case

▶ Extreme Networks goal is 30


Sessions and Cases

K&D

All Other GTAC Knowledge Referrals, May 2017

Number # 2 referrer for the old GTAC KB is the Public Search (Coveo)

▶ Community is also a bigreferral source (5 and 9)


Community Referrals, May 2017

Number # 1 referrer for the Community is the Public Search (Coveo)

▶ Knowledge Base is a bigreferral source (2, 9 and 10)

▶ Portal Search is #6


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Where do our cases come from?

▶ Phone

▶ No chance of self-service

▶ Web

▶ Frees up some agent time

▶ Web percentage has been increasing

▶ Roll out of the Extreme Portal and Coveo Searches


Case Origin

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About 80 % positive feedback on average


Knowledge Feedback

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Switched from old to new on Feb 17

▶ Case-related volume drastically increased

▶ May 2017:

▶ 4,309 unique visits to Case Creation

▶ About 2,500 cases created online in May 2017

▶ About 40% did not complete the process of logging a case

▶ 30,300 queries in case creation

▶ Many per case as descriptions are typed in

▶ Our Case Deflection click count is very low

▶ May : 71 clicks (less than 1% of cases had clicks )

▶ Top items included the two default items and several knowledge articles and a few community posts

▶ No content gaps

▶ More work to do on improving case deflection results


Case Creation / Deflection

The art of the tweak


Usability and Improvements

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Partnered with Coveo Success Manager and Coveo Professional Services

▶ Custom Events track when data is entered

▶ Product Family

▶ Subject

▶ Description

▶ This can be used in Ranking Expressions

▶ Boost certain results by their type

▶ Continuous Improvement Cycle


Adjusting Case Deflection

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Currency

▶ Use Coveo Analytics and Google Analytics to track most popular items

▶ Ensure that they are up to date and current

Gaps

▶ Monthly reports on top queries and keywords

▶ Query Without Results / Without Clicks

▶ Review with SMEs to make sure the most impactful items have good content

Thesaurus / Synonyms

▶ Work with SMEs and analytics to find opportunities to improve results


Actions from Search Results

What’s next?


The Future is So Bright…

Continuous Improvement

▶ Monthly reviews and improvements

▶ More usability testing

▶ More Root Cause Analysis on top areas and the most impactful items

▶ Duplicate content finder during knowledge creation

▶ Publishing known product defects (bugs)

▶ Universal product attribution for all technical sources

▶ Review resolved cases with attached knowledge to see if the solution is shown in case deflection

▶ Sharepoint Online Coveo implementation

▶ Continue to partner with Coveo to drive innovation and improvements in the platform



Questions?


Backup Resources


Extreme’s KCS Journey

KCS Adoption Phase 2“Adopting” – Wave 1, 2, 3

KCS Adoption Phase 3“Proficiency”

KCS Adoption Phase 4“Leveraging”

TimeApr 15 Aug 15Aug 14 Aug 30, 2016

Q1 Q2 Q3

Phase 1 Exit

Apr 14

KCS Adoption Phase 1

“Design”

Phase 2 Exit Phase 3 Exit Phase 4 Exit

Search-Driven Knowledge Delivery (unified search) – internal and external

SFDC powered Extreme Support Site

Launch Evolve Loop

Single SFDC Record for Cases and EscalationsKCS Reports in SFDC –GTAC Radar Charts

PS doing KCSPublic Knowledge Launch

© 2017 coveo solutions inc - proprietary and...

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