- Article Insights
- Knowledge Base Dashboard
Article Insights
The article insights will let you know, how useful your customers find the articles in their Help Center. Here are some metrics that you can track from the Insights section:
- Number of Views - This is also called impressions. It tells you how many times your customers have viewed an article in the Help Center. When this number is high, it is either that your customers find the article useful or it is the most prevalent issue that needs to be addressed.
- Likes & Dislikes - It shows the number of likes and dislikes received by your article. The more the likes outweigh the dislikes, the more satisfied are your customers with the solution; the more the dislikes outweigh the likes, the least useful was the solution provided.
- Comments - Customers can leave their comment in your articles. It may be a bouquet or a brickbat, but they often help enhance the article by providing additional ideas that weren’t considered already, or by giving feedback if the article motivated them into trying any of the suggestions given.
- Used in Ticket - This is the number of times your agents have used the article while replying to tickets. Agents can copy paste an article directly in their email response while responding to customer tickets. This number can help you track the usage of the suggested articles and track how your agents leverage the power of your knowledge base.
Resetting Article Insights
Likes, dislikes, and views provide important insights about an article, allowing organizations to identify the usefulness, comprehensibility, and preferability of an article.
Based on this data, an organization can decide to revise the existing content, change certain sections, and add or remove a section from the article that most readers have raised a concern about.
In such cases, the metrics can be reset so that new ratings are recorded for an article from thereon. It allows you to track likes, dislikes, and views, providing relevant insights on the revamped content.
- Click the Knowledge Base (KB) module.
- Select a category and/or section from the left panel and open an article to view its details.
- In the Article Details page, click the Insights tab from the top of the page.
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: