Analytics for knowledge articles and search terms


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Users, automatically - Jan 31, 2022 Apr 1, 2022

Business value

Knowledge authors must keep their knowledge bases relevant, accurate, and easy to access from different channels. By leveraging the built-in, historical view of knowledge article usage and other related metrics, knowledge authors and managers can understand the effectiveness of knowledge content and identify opportunities for improving their knowledge bases.

Feature details

The following are some of the key capabilities of knowledge article analytics, including detailed reports that provide historical trends for key metrics such as:

  • Number of views
  • Number of visitors
  • Average feedback rating
  • Number of links to cases
  • Number of shares