Tracking performance of knowledge articles by external users / customers

[Karen Hook]

The tracking of engagement with knowledge articles created appears to be only for internal / organisation user traffic.

No login is required.  All customers with a link can access the articles.  

Can you track and monitor external / customer engagement with knowledge articles?  Only basic analytics are needed.  Number of times article is accessed by external / customer traffic.  This can be total - does not need to be unique visitors.

Also how can we report on search terms used by external / customers to find articles?  Need to filter out internal / organisational users.

[Lisa Forstberg]

Hi @Karen Hook ,

Welcome to the community!

I think this will get you what you want: 

• The standard Project report called  "Requests deflected" will tell you how many "this was helpful" - votes you got over a chosen time period and also how many articles were viewed over that period. (project left bar > Reports)
• the "Request Resolved" Report will give you some additional clues
• Project left bar > Knowledge base list your articles and count how many views they've had.

See more  doc here

All the best

/Lisa