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. There are 3 different views and they are,

    • Agents: The Agents View refers to the number of times that the article in the Desk portal has been accessed by agents within your organization. Note, the article views of all user profiles, including Admins, Agents, and Light Agents, are combined and displayed collectively under the Agents view. A higher count of "Agents View" suggests that the article is frequently accessed by your internal team, which may indicate that it contains valuable information or instructions that are regularly needed by your agents to assist customers effectively.
    • Registered users: Registered users refer to individuals who have signed in to your Help Center. Monitoring the views from registered users can help you understand how frequently your existing customers or users refer to the article for assistance. High views from this group could indicate that the article addresses common user inquiries or issues.
    • Anonymous users: Anonymous users are individuals who access your Help Center or Desk portal without creating an account or logging in. Tracking the views from anonymous users can provide insights into the needs and interests of the anonymous visitors. Elevated views from this group may indicate that the article is attracting a broad audience or addresses generic issues that non-registered users frequently encounter.

    Note: The view count is limited to the last two years for each views, which helps in assessing the recent relevance and popularity of the article.

  • 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 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.

    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

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            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

                                                                                                        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 ...
                                                                                                      • Importing Knowledge Base Articles

                                                                                                        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 ...
                                                                                                      • Viewing Article History in Knowledge base

                                                                                                        Generally, knowledge base articles undergo multiple updates both during the drafting and publishing stages. Sometimes it might become an overwhelming task to keep track of all the edits and know what is going on around an article. Keeping track of ...
                                                                                                      • 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 support 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, ...
                                                                                                        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