Report on the popular search terms on Service Portal

Joanna17
Tera Contributor

‎11-19-2018 06:27 AM

Hi guys, 

Is it possible to report on the most popular search terms searched for on the Service Portal? I tried using the sp_logs for this, but for the self-service portal I get only the Page view.. The reports against the "searches" tables (e.g. Knowledge Searches, Text Searches or Service Catalog searches) seems to give me the global (back-end) search terms. Is there any other way to collect this kind of data? Or maybe I did something wrong while using the above methods? 

Thanks so much for your help!

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Brad Tilton
ServiceNow Employee
ServiceNow Employee

‎11-19-2018 07:24 AM

If you go to Service Portal > Usage Overview there is a report called Service Portal Search Terms that is reporting on the sp_log table where type=search. You mentioned that you only got page views with that but maybe you weren't using the correct type?

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Uncle Rob
Kilo Patron

‎11-19-2018 10:02 AM

I'm a big fan of using Performance Analytics "Text Analytic" capability for these situations.
Here's a video I did describing three use cases for text analytics.  I've linked directly to the last use case which is text analytics for Knowledge Management searches.  That's a hop,skip,jump away from what you're trying to accomplish.

Let me know if you need any help.

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