how knowledge articles help to reduce the number of cases

Rudranarayan P2
Tera Contributor

‎07-04-2024 08:12 AM

Customers create cases in service portal. They click on a widget to open the form to raise a case. In the form, while filling up the "subject" field, a pop up window shows related KB articles.

RudranarayanP2_0-1720105656262.png

 

can we find out answers to the following questions? if yes, how?

  1. How many times do customers click on one of the knowledge articles that is presented during the case creation form?
  2. Can we determine when a customer clicks on one of the knowledge articles and does not finish the case creation form(i.e does not find answer) and hit submit?
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2 REPLIES 2

Robbie
Kilo Patron
Kilo Patron

‎07-04-2024 09:14 AM

Hi @Rudranarayan P2,

 

Ultimately, you're after the UX Analytics - link and further details below.

However, for some real quick and easy simplistic reporting, check out the 'View log' and 'Search log' under the Knowledge / Administration module where can pull this high level data.

 

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

 

Screenshot 2024-07-04 at 17.12.12.png

 

Link to UX (User Experience) Analytics: https://docs.servicenow.com/bundle/washingtondc-now-intelligence/page/administer/user-exp-analytics/...

Community Alums
Not applicable

‎07-04-2024 10:16 AM - edited ‎07-04-2024 10:18 AM

Hello Rudranarayan, fine?

 

As Robbie said, there is a KB category module called Knowledge > Administration that allows users with access to view some knowledge logs, such as Search log and View Log modules:

 

Ol_viaLorena_2-1720112946278.png

 

 

  • Search log (ts_query_kb_list) - show a list of terms, quantity results, quantity clicks and others informations about knowledge searches.

Ol_viaLorena_0-1720112403999.png

  • View Log (kb_use_list) - show a list of views and uses about articles.

Ol_viaLorena_1-1720112810668.png

 

So, answering your questions:

 

  1. How many times do customers click on one of the knowledge articles that is presented during the case creation form? You can see this information at Highest Click Rank field on Search Log module.
  2. Can we determine when a customer clicks on one of the knowledge articles and does not finish the case creation form(i.e does not find answer) and hit submit? Yes, you can compare Viewed and Used fields on View Log module. If the user has viewed and not used the article, it means the user hasn't found the answer.