Topic by Andrew Fandre
Content
We have an integrated Siebel/ServiceCloud solution.
A Siebel Service Request results in an answer from an analyst. The answer is submitted into the CX client. Then the answer is linked back to the Siebel Service Request. We have set up the system to give the answer an initial rating as '5' through the RightNowKnowledgePort.RateContent() webservice.
After the stat utility runs, we see our 5 rating appears in both answer_stat and kf_answer_stat tables.
Our client wants to change that initial answer rating to "3". When we change that value in our initial request, the 3 rating appears on answer_stat but not on kf_answer_stat. The "Answer Effectiveness" report is based on the kf_answer_stat table and doesn't show our expected results.
How can we change the answer rating on kf_answer_stat to match the answer_stat table?