An important feature of the Reporting Section is the ability to track how your Knowledge Base is being used.
You can view and track the use of your knowledge base by going to Reports and selecting the “Knowledge Base Traffic” report.
This report will show you each individual view of an article on you knowledge base, what search term the user used to get to the article, and the IP address (for users of the public knowledge base) or username (for Advanced Portal users) of the reader.
The “KB View Report” shows the total number of views for each article and the “useful” / “not useful” votes for each one. This will help you craft your knowledge base library by utilizing customer response to the articles.
In addition, you can also write a Custom Report against this Knowledge Base data so you can create traffic graphs like the one below:
Click here to learn how to create a custom report.
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