Supporting Business Intelligence

Understanding what people are searching for can provide valuable business intelligence (BI) to managers. The administration console Summary dashboard can be reviewed on a regular basis such as weekly or even daily to quickly identify potential business issues by looking for changes in trends or queried topics (see Reviewing the Search Usage Trends From the Summary Dashboard). Some of these changes will be normal, but some of them may help point to important business issues once further investigated.

  • Customers suddenly looking for issues related to a device part after the release of a new model may help early identification of issues with this part.

  • Regional differences in customer searches may point to language issues such as poor documentation translation or climate issues such device not working well in very hot and humid regions.