Our organization recently did a soft roll out of the knowledge base. Now that this has been in place for a few months and our service center has built out several articles, our team is planning to promote customer use of the knowledge base. Is there a way we can determine which customers are accessing the knowledge base articles?
Liron here from the JSM product team.
This is a great question. Further reporting in knowledge base is important and interesting for us to explore in the future. It would be helpful to find out from you if there are other key data/insights you would wish to retrieve from the knowledge base usage going forward?
Hi Lion, I appreciate you reaching out on this. Our organization is wanting to be able to track which customers and areas are utilizing the knowledge base. The goal is to recognize and reward the individuals that try using the knowledge base prior to reaching out to our IT Service Center.
Along with being able to see which customers are utilizing our knowledge articles, the items listed below would also be beneficial.
Amount of time spent on a page (customer)
Number of pages visited per session (with list of which articles were visited).
Number of articles created/modified over a given amount of time for knowledge base. Would be nice to be able to go directly in to JSM > Knowledge Base and get this information rather than having to pull reports from Confluence at the space or page level.
Number of ineffective articles over given amount of time.
Ability to track the text customers are searching for and if they are successfully finding the articles they are needing.
Ability to see if customers are new or returning. This would allow us to quickly tell whether the knowledge base traffic is mostly new users, or returning customers.
Being able to create custom knowledge base reports would also be extremely beneficial as our organization has several teams working out of different JSM projects, so having to go in to each individual project and manually sort through knowledge base reports for specific teams can be quite time consuming.
Please let me know if you have questions on any of the items above. Thank you and have a great day!
I don't know of a way to tell which customers are accessing the knowledge base articles, but you can use the Requests Deflected report to see how many articles have been viewed through the portal.
To access, go to Reports > Request deflected.
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