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Knowledge Capture - Add search as an event

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Andreas Ramstad

Publicado 26 de fev. de 2021

In KCS searching is a particularly important technique that we want to measure as an activity. Please add "search" as a Knowledge Capture event to the dataset.

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Data
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    Andre Larsen

    Since KCS models ask support agents to "Search early, search often," it would be wonderful to have the data on how often search is used in the Knowledge Capture application. 

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    Wojciech Smajda

    Zendesk Product Manager

    Hi there,
     

    We appreciate you bringing up the idea of adding a "search" event to the Knowledge Capture dataset to help measure such a key activity in KCS
     

    This isn't on our immediate roadmap, but we recognize its potential for enhancing how teams monitor their KCS activities. We'll be closely monitoring for similar requests from the community and if it emerges as a common theme, we will consider it for future updates.


    Thank you for contributing to the improvement of our services. For ongoing product enhancements, be sure to follow our updates in the Zendesk Community.

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