Welcome to Portal

?Unknown\pull-down

Welcome to Zoho Cares

Bienvenido a Soporte de Zoho

Search our knowledge base, ask the community or submit a request.

Knowledge Base Dashboard

Organizations have recognized the importance of knowledge base management in providing customer support. They are now known to help customers find solutions to problems on their own and set the stage for ticket deflection. However, for implementing one of the best knowledge bases you need to track certain vital metrics that will help you to anticipate if things are going as intended. 

The Knowledge Base Dashboard in Zoho Desk provides you with insights into how your customers use the kb articles when they access your Help Center. 

Knowledge Base Dashboard
The knowledge base dashboard provides you with the top-level metrics of all the articles you have published in your help desk. You can track the metrics over different time periods like a week, a month or over a year. Here are some metrics that you can track from the Dashboard section of your knowledge base: 
  • Published Articles - The number of articles that were published by your agents over a specific time period. For example, you can view the articles that were published in your knowledge base, during the last month. You can also view a break-up of articles that are new and of those that were edited.
  • Votes - The number of upvotes and downvotes that were received for the articles published in your knowledge base. Your customers can cast their vote while reading through the articles which are considered as an indication of their feedback.
  • Feedback -  Your customers can provide feedback on their support experience by commenting on your articles. The number of comments that were left by your customers is shown on the KBase dashboard.
  • Article Usage Metrics -  This widget will help you track the usage of the knowledge base articles in support tickets. It will display the number of times the KBase articles were applied to tickets vis-à-vis the total number of replies sent from your help desk. The metrics will help you add new articles for customer reported issues and to build on the reliability of the suggested articles. 
  • Keyword Search Success Ratio - It is quite important to figure out what search keywords your customers use when they access your Help Center. If they're not going to get significant results for their target keywords, it will surely be a let down for them. The Keyword Search Success Ratio widget will give you a comprehensive list of the search terms which are popular amongst your customers and those that had failed to fetch any results. You can quickly act on the failed keywords by adding relevant articles for them.
  • Trending Articles - Trending Articles will display a list of articles that has for a reason, spiked in popularity over a specific time period. Trending articles can be filtered based on three parameters namely, Views, Likes, and Dislikes. 
  • Article Effectiveness - This list shows the top effective articles based on user interaction. The effectiveness is determined by the level of interaction and involvement from users, reflecting the impact and resonance of these articles within the community.



Accessing Knowledge Base Dashboard

To access the KBase Dashboard

  1. Click the Knowledge Base (KB) module.
  2. Click the Dashboard tab on the left panel.
The dashboard will be displayed on the following screen.

Helpful?1110
Updated: 2 months ago
Share :
1 comment

In our dashboard evaluations, we regularly see keywords that indicate failed keywords searches. Since we have written articles on the keywords and also have a lot of successful search results for them, we would like to know when a search query has failed? How is it possible that a keyword can generate both successful and unsuccessful search results?