Question
Can I gather data on how my help center is being used? For example, can I report on articles created versus published dates, article views, and clicks.
Answer
You can use multiple tools to access analytics based on your help center. Find a list below of all the tools you have at your disposal.
- The Self-service tab provides reports to track user session outcomes, analyze role-based trends, and evaluate content performance regarding helpfulness and ticket creation
- The Knowledge Base tab helps you measure your help center's performance by tracking article views, votes, comments, and subscriptions over time
- The Search tab helps you understand how your customers interact with your help center by analyzing how they search for content
- The Quick answers tab tracks customer searches and feedback on generative answers to help you improve support content
- The Knowledge Capture tab tracks how your agents use the app, including which articles they link to tickets, the new articles they create, and their overall engagement levels
- The Team Publishing tab tracks your team's workflow by monitoring the creation, publishing, and archiving of articles, as well as who managed them
- The Community tab shows information about your community activity, such as the number of posts and comments, upvotes and downvotes, community members, and more
- The User Session and Page Efficiency datasets let you monitor individual session outcomes, spot trends across roles, and gauge content effectiveness
- If you use Google Analytics, you can enable Google Analytics for your help center
Note: Anonymous user tracking enhances help center analytics capabilities. For more information, see this article: Enabling anonymous user tracking for your help center.