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Announcing the updated Guide Knowledge Base dataset in Explore

Orsolya Forster
  • Edited
Zendesk Product Manager
Announced on Rollout starts Rollout ends
February 14, 2023 February 14, 2023 February 25, 2023

We’re excited to announce the newest release of the Guide Knowledge Base dashboard and dataset in Explore.

This announcement includes the following topics:

What’s changing and why?

Using the new dataset, you can track the number of article comments, subscriptions, upvotes and downvotes over time. The dataset now also includes the category attribute as well, allowing you to filter user engagement by categories.

Starting today, we’ll be gradually releasing the updated prebuilt dashboard and dataset. You might not see them right now, but you can expect to see the update no later than February 25, 2023.

What’s new in the Knowledge Base dashboard and dataset?

The following metrics and attribute have been added to the dataset:

  • Metrics
    • Article comments
    • Article subscriptions
    • Article upvotes
    • Article downvotes
    • Article votes (upvotes plus downvotes)
    • Net article votes (upvotes minus downvotes)
  • Attribute
    • Article category title

For more information about the available metrics and attributes, see Metrics and attributes for Zendesk Guide.

Using the dashboard, you can also slice and filter the new metrics to get a better understanding of your knowledge base performance:

  • Which article category generates the most traffic: Monitor user engagement for each of your categories in the help center.
  • How do votes change after updating an article: Track the feedback on your articles by measuring upvotes and downvotes over time.
  • How do article comments and subscriptions grow over time: Follow your users’ engagement with your content by tracking comments and subscriptions.

For more information on using the dashboard, see Analyzing your knowledge base activity with Explore.

What period of time is the new data available from?

All existing customers will be able to see the new data in Explore from February 25, 2023 onwards.

What do I need to do?

You don’t need to do anything; the additions will appear on your Guide dashboard automatically.

Note: In the legacy Guide reports, the Knowledge Base and Search tabs will be retired soon. This means that you will be able to access your knowledge base and search analytics only in the Explore dashboards. For details, see Announcing Guide legacy reporting upgrade to Explore.
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7 Comments

  • Ryan Boyer

    I appreciate the update! I was just chatting with Support after discovering that Article category title will only display in a report if the article was published after 11/22/22. I understand that engagement metrics like comments and subscriptions will not be measured until 11/22/22 and onwards; however, having an attribute like Article category title unable to be populated if the article hasn't been published since 11/22/22 is a poor user and reporting experience - especially when other attributes display for articles that haven't been published since 11/22/22 (Article URL, Article section title).

    1
  • Orsolya Forster
    Zendesk Product Manager

    Thanks for your feedback Ryan Boyer. Maybe you can be more specific about the report you created where you experienced this behaviour?
    Category title should apply to all articles regardless of the publish date. To illustrate my point, please take a look at the screenshot of my test data. 
    Cheers!

    0
  • Ryan Boyer

    Hi, Orsolya Forster. Thanks for the response. The ticket I opened with Zendesk Support is 11236673 for more information on the specific issue I see with Article category title appearing blank for certain articles.

    1
  • Sabine Hanna

    Hi, I noticed that the pageview and voting data I get from the Explore dataset differs when compared to the data from the legacy Guide reports that I previously downloaded. For example:

    w/c 02/01/2023 

    Legacy data: 14,635 views

    Explore data: 12,185 views

    Why is that?

    0
  • Adam Goodell

    I am experiencing a similar issue to Ryan Boyer's except the Category title is also missing for articles published after 11/22/22. It is missing on articles published last month.

    1
  • Gwyn Mabo

    I have raised a similar issue to support as mentioned here - I have a blank category.

    1
  • Orsolya Forster
    Zendesk Product Manager

    Allow me to correct a previously communicated date. We can guarantee all new data to be visible in Explore from February 25, 2023 onwards, as this was the date from which we finished the rollout.
    Both the category attribute to articles and the new metrics are available from this date. By updating your articles, you can make the category attribute visible for them.

    0

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