Measuring/Tracking KB usage
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‎01-15-2020 03:07 PM
Wondering if anyone has tackled this and has suggestions/thoughts on how to proceed...
As we continue to build out the Knowledgebase used by our Service Center agents, we want to be able to track what articles they are referencing and using to resolve incidents / fulfill requests. Is there any way to indicate on the ticket what KB articles they used to resolve? I want to be able to run a report and see the most used articles (not ones viewed, but actually used to close tickets), tickets that have no KB referenced, etc.
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‎01-15-2020 05:26 PM
Hi Ryan,
Please have a look at below tables.
1) kb_use = Its has all info on number of views by user.
2) cxs_relevant_doc_task
Also check this link
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‎01-16-2020 07:45 AM
I'm not seeing how either of these will work for my use cases. It looks like only the cxs table could potentially be used with the "Search request" field as it indicates the originating form table. But I don't see a specific record ID which I require.
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‎06-18-2020 09:43 AM
Ryan,
We are on New York, but have been on since Jakarta and it works the same.
Agents should be attaching the articles used to resolve.
When they do that;
1) The attachment is stored in the kb_use table as a use. (Views are also there, but are for the View portion) 2) OOB, the Incident screen shows "Attached Knowledge" Related List, showing the KB article(s) that were attached. It allos Agents to unattach if they've made a mistake too. We use this to "prove" the value of the article in resolving.
We've had the in-house team modify the "Case" screens to also show the Related List, and we want them to do the same with ALL KB-enabled screens, like Tasks to gain the same value. Agents can make the Attachment anyway, but they cannot SEE/adjust the article that was attached without that Related List showing.
3) We've created various Reports to show "Article to Ticket Linking Relationship"; based on the Table: Knowledge Applied to Tasks [m2m_kb_task]. You can do Groupings in that table to also show how many tickets were attached to an article, etc.
Hope this helps.
