Article Insights and Dashboard - Zoho Desk Knowledgebase

Article Insights and 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. 

Zoho Desk provides you with insights into how your customers use the knowledge base articles when they access your Help Center. Here are the two essential components you should be keeping an eye on:
  • 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.   

  • Users who have the permission to update Knowledge Base can reset the metrics.

  • After resetting, the old data will not be saved, so you will be unable to revert back.

  • You can reset likes, dislikes and views to zero.

  • After resetting the chosen metrics, they will be updated in the article's History.

To reset metrics

  1. Click the Knowledge Base (KB) module.
  2. Select a category, the section from the left panel and open an article to view its details.
  3. In the Article Details page, click the Insights tab from the top of the page.
  4. Click Reset Metrics.
  5. Check the required boxes
  6. Click Reset.

Accessing Article Insights
You can view the insights for each of your published articles in the knowledge base.
To access Insights:
  1. Click the Knowledge Base (KB) module.
  2. Select a category and/or section from the left panel and open an article to view its details.
  3. 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: 
  • 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 four parameters namely, Views, Upvotes, Downvotes, and Usage. Usage refers to the number of times an article has been applied to a ticket.

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.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:



                          Manage your brands on social media

                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          • Related Articles

                                                                                          • Knowledge Base Article Views - New UI

                                                                                            The Knowledge Base (KB) module in the Zoho Desk is the information center that acts as a self-service repository for your customers. Customers can refer to the articles in the KB and solve product-related issues on their own.   Knowledge base profile ...
                                                                                          • Allowing Public Comments on Knowledge Base Articles

                                                                                            Customer feedback plays an important role in improving products, as well as the instructional resources associated with them. With more organizations implementing self-service customer service models, it's imperative to give customers an opportunity ...
                                                                                          • Downloading Knowledge Base Articles as PDF Files

                                                                                            You can take your knowledge base articles offline by downloading them as PDF files. The downloaded PDF file will be readable, print-friendly, and contains images and table of contents. Agents can download PDFs of articles on the support interface, ...
                                                                                          • Importing Knowledge Base Articles - New UI

                                                                                            If you are trying to import your existing list of Knowledge Base (KBase) articles into the Zoho Desk, then you can do it quickly with the help of our Import Article option.   Instead of retyping or copy-pasting the articles into the editor, you can ...
                                                                                          • Knowledge Base Article Views

                                                                                            The knowledge base in Zoho Desk is the information center for your customers to read through the articles and help themselves with their problems. Help desk administrators and agents who have profile permissions can create or edit articles in your ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources