How do you use your Knowledge Searches reports?

[Lesley W]

When I look into the Knowledge Searches report (from the Search Log) I find it really hard to make use/sense of it.

The results are partially spelled words and it seems each search gives at least 5 search logs each time.

Is there an easy way to get the 'popular searches' from this?

I've tried to do a report on 'This months top searches' but again it sometimes comes up with 2 letter 'words' where you cannot tell what the person might have been searching for.

Thanks in advance for your guidance.

[Lesley W]

Hey Rachel,

Are you talking about the Search Log under the Knowledge section?

The only 'type' I have there is source type. I wonder if yours are custom.

[Rachel38]

Hi Lesley, I have an additional module under the Knowledge application called 'Service Portal Search Log' but I have no idea if it's a customised list - sorry! 

[Michael QCKM]

Lesley, it appears that the one you're looking at;
"Search Log" is looking at the "ts_query_kb" Table, and the one Rachel is looking at;
"Service Portal Search Log" is looking at the "sp_log" Table.

• I was told by the vendor that the ts_query_kb table only records searches done through the Knowledge Base UI.
• Searches from the kb_knowledge list, or through global text search, or through Service Portal, or through CMS text search are not recorded in that table.
• Only Service Portal searches are recorded in sp_log.

Rachel, you must be an ADMIN because I (a Knowledge Management Service Owner/Module Admin) am restricted from seeing that "Search Log" = sp_log... I have to go to our Data Warehouse to access anything from it... AND, I cannot exclude typeahead search type because our Portal is set to use typeahead, so there'd be no results.

[Lesley W]

I was about to say the same thing 🙂 admin powers.

[Rachel38]

I do have the knowledge_admin role so perhaps that's what's given me the access!