My company uses Guide as a standalone product, meaning we currently do not utilize Support, Chat, etc. This means that our users self-serve resolutions through our KB documentation within Guide.
So, my question is this:
- How do I obtain and report on metrics having to do with how our users are reaching their solutions?
John arrives at ABC knowledge base. He types "elephant" into the KB search box, with hopes of finding all articles about elephants in the KB. The search results displays two articles. The first article is titled "What is an elephant?" the second "What are the largest land mammals on earth?". He then clicks the first article, because "elephant" is in the title, not realizing the same word appears within the body of the second article.
Desired Reportable Metrics:
- What are the most common words used for searches within ABC knowledge base?
- What article is most viewed after a specific keyword search?
- How many "failed" searches occur? This would be based on a keyword search that does not result in any possible matches.
I fear that the Explore product won't allow me to obtain these metrics.
Thank you for any guidance the Community can offer.
Hi Robyn! Thank you for providing details here. There are currently two options to analyze your knowledge base analytics for your help center without the use of our Explore solution. You could use your Reporting dashboard in Support, but I'm afraid the dataset available will not be able to provide the exact information you are looking for.
The second option would be to enable Google analytic for your help center.
More information can be found in these articles: Enabling Google Analytics for your help center and Analyzing knowledge base activity without Explore. I would recommend following our Announcements page since new Explore datasets are posted there.
Customer Advocate/ San Francisco
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