Edit

Manage knowledge analytics

  • Article

The Knowledge analytics dashboard is designed to provide your supervisors and knowledge workers with valuable insights into how your support agents are searching and using knowledge articles.

By default, the Knowledge analytics dashboard is enabled for the System Administrator, Knowledge Manager, and CSR Manager roles. To configure user roles to access analytics and dashboards, see Configure user access to analytics and dashboards.

Note

Knowledge analytics provides data that's based on internal knowledge search and doesn't provide information about customer search behavior.

Manage Knowledge analytics dashboard

Use the Customer Service admin center or Customer Service Hub app to enable or disable the knowledge analytics reports.

  1. Go to one of the apps, and perform the following steps.

    1. In the site map, select Insights in Operations. The Insights page appears.
    2. In the Knowledge analytics section, select Manage. The Knowledge analytics page is displayed.

    Screenshot of the Insights page in Custom service admin center

  2. Set the Enable Knowledge analytics toggle to On to enable the reports or set the toggle to Off to disable the reports.

  3. Select Save or Save and Close.

Configure Search term insights dashboard

  1. Go to one of the apps, and perform the following steps.

    1. In the site map, select Insights in Operations. The Insights page appears.
    2. In the Knowledge analytics section, select Manage. The Knowledge analytics page is displayed.

  2. In the Additional features section, select the Add knowledge search analytics checkbox.

  3. Select Save or Save and Close.

View Knowledge analytics dashboards

To view the reports in Customer Service Hub, go to Service > Insights > Knowledge analytics.

To view the reports in Customer Service workspace, select the plus (+) icon, and then select Knowledge analytics from the dropdown list.

The Article insights dashboard is displayed. The Search term insights dashboard will be displayed if you have previously configured the steps in Configure Search term insights dashboard.

See also

Introduction to Customer Service analytics and insights
View and understand Customer Service analytics and insights in Customer Service Hub
View and understand Customer Service analytics
Configure user security to resources in an environment
How access to a record is determined