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.
- Knowledge Base tab: to report on general help center article views and votes, use Knowledge Base tab in Explore.
- Knowledge Capture tab: if your agents use the Knowledge in the context panel, report on articles created through the app with the Knowledge Capture tab in Explore. The dashboard also displays articles shared in tickets by your agents.
- Team Publishing tab: if your team uses Team Publishing in Guide, monitor when an article was created and when it was published with the Team Publishing dashboard in Explore.
- Search tab: use the Search tab in Explore to understand how your customers interact with your help center by analysing how they search for content.
- Community tab: report on the number of posts and comments, upvotes and downvotes, community members, in your community.
- If you use Google Analytics, you can enable Google Analytics for your help center.