Explore features a prebuilt dashboard displaying your Zendesk Guide knowledge base, search, Knowledge Capture, and Team Publishing data. You can edit and customize this dashboard by cloning it (see Cloning Explore dashboards). In this article, you'll learn about the available reports for Guide.
This article contains the following topics:
Opening the Guide dashboard
Use this procedure to open the Guide dashboard.
To access the Guide dashboard
- In Zendesk Support, open the product tray.
- Click the Explore icon () .
- In the list of dashboards, select the Zendesk Guide dashboard.
Tip: Knowledge Capture, Team Publishing, and the knowledge base are the Guide components that Explore currently reports. If they aren't configured, then the Guide dashboard won't be displayed.
Understanding the reports
The dashboard contains the following tabs. Click a section to find out more information:
Knowledge Base tab
The Knowledge Base tab helps you understand how often your Help Center articles are being viewed, which articles are being voted up or down, and more. The dashboard can help you identify if customers are finding and viewing your articles, identify trends, and find out which articles receive the most votes.
All reports in this dashboard use the Zendesk Guide > Knowledge Base dashboard.
To learn about the available reports, see Analyzing your knowledge base activity.
The Search tab shows information about the searches that users performed and the terms they searched for in your knowledge base. It also shows you important information on how search volume affects ticket creation, and where you can improve your self-service performance.
All reports in this dashboard use the Zendesk Guide > Search dataset.
To learn about the available reports, see Analyzing help center search results with Explore.
Knowledge Capture tab
The Knowledge Capture tab shows information about Knowledge and Knowledge Capture activities including articles that were linked to from a ticket, articles that were created using the app, and agent engagement with the app.
All reports in this dashboard use the Zendesk Guide > Knowledge Capture dataset.
To learn about the available reports, see Analyzing your Knowledge or Knowledge Capture activity (Guide Professional and Enterprise)
Team Publishing tab (Guide Enterprise only)
The Team Publishing tab shows information about your knowledge management workflows and team collaboration. This includes reporting on created, published, and archived articles and who was responsible for each.
All reports in this dashboard use the Zendesk Guide > Team Publishing dataset.
To learn about the available reports, see Analyzing Guide Team Publishing activity.
The Community tab shows information about your community activity, such as the number of posts and comments, upvotes and downvotes, community members, and more. You can filter the results by Brand, Channel, Topic title, and User role.
All reports in this dashboard use the Zendesk Guide > Community dataset.To learn about the available reports, see Analyzing community activity with Explore.