How to Understand what our Users are Searching

[nebula]

Hello Community!

I want to understand my users and their search behavior in our Service Portal. Specifically, I need to see the keywords they use to search, the results they select (whether a knowledge article or a catalog item), and the specific knowledge base where those results are located.

Please note that we use AI Search, not Zing, and that our users have varying access to different knowledge bases (some have access to just one, while others have access to multiple).

What I've tried:

• I've tried running reports from the ts_query_kb table, but it only captures data from Zing searches.
• The kb_use table doesn't provide the keywords used in searches.
• The UX Dashboard shows the top searched words within a specific date range, but it doesn't show who searched, what they clicked on, or which knowledge base the information is located in.

Thank you for reading!

[rcard11]

Hey there!  We are also using AI search and have found a few different tables help us tell the story of what users are searching and the effectiveness of the results.

(1)  If you are using AI Search and Genius Results, we use the sys_search_genius_result_event_action table to view how effective those are and whether they clicked on the Genius card, found it helpful, etc.

(2)  The sys_search_event table will display the actual search terms used, the user, click rank, etc.  We use this to track click rate (Clicks/Searches) and monitor zero search results (Has Results=false).  You'll want to apply a filter to only display results from the search profile ussed on your portal.

Hope this helps!

[nebula]

Thanks for taking the time to respond! I also reviewed sys_search_genius_result_event_action_table - but unfortunately it will not tell me which Knowledgebase the user clicked the result.  I do agree that that table and sys_search_even provide awesome feedback - but I don't believe I can get everything I truly need without bouncing around.

[Musab Rasheed]

I suggest you explore user analytics apart from what mentioned by other user.

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/build/service-portal/concept/sp-an...

[nebula]

Thanks Musab. I really do like the User Analytics portion but it doesn't show who searched, what they clicked on, or which knowledge base the information is located in. The "who" is locked down for privacy and I can't tell which knowledge base the user selected their results from.