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Explore recipe: Viewing the articles most commonly linked using Knowledge in tickets



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Eric Gao

Zendesk Customer Care

Edited Aug 29, 2024


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We have a lot of articles already built but we're looking to grow our ability to deflect with smaller and more direct articles. We don't want agents creating and then publishing the article without it going through a review first. If they create the article and copy the unpublished link, will Explore capture that as a linked article?

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Gab Guinto

Zendesk Customer Care

Hi Brandon,

When you add a link to an article that isn't published in your Help Center, then that event/article link won't be counted in Explore reports. Link events are only counted for published articles. 

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Hello,

Does this count links which are copied from another article?

Does this count links added in Macros?

Or does the agent have to manually use the Link Article function for it to count?

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Darenne

Zendesk Customer Care

Hi Brad! Good day! 
 

Does this count links which are copied from another article?

Does this count links added in Macros?

Or does the agent have to manually use the Link Article function for it to count?

  • This will not count links that are copied from another article or links added in Macros. In order for this to be counted, it needs for the agents to reference the articles from the Knowledge in the context panel in Agent Workspace and the Guide Knowledge Capture app "only". 
 
The definition of the Knowledge capture dataset contains metrics and attributes that relate to Knowledge in the context panel in Agent Workspace and the Guide Knowledge Capture app. This is outlined in this article for your reference. 
 
I hope this helps! Have a lovely day. 

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