FY20-Q2 OKR (EMEA): Add search to support portal and improve ticket deflection

Objective:

Add doc and issue search to Support portal and improve ticket deflection by enabling customers to find solutions by searching before submitting tickets. Establish a baseline (KR 1) of visitors searching before submitting a tickets - aim for 50%. Improve deflection by developing content for top 20 searches without results (KR 2).

Key Results:

1. 50% of visitors to Support portal perform a search before submitting a ticket
2. Create 20 documentation updates for top 20 most common searches without results

Rerospective

We added an MVP iteration of a doc search form to the support portal but didn't achieve the KRs since time constraints prevented us from finding ways to measure support doc searches. We will revisit this in future quarters at a project level since ticket deflection from the support portal is key to helping us scale.