how many times a KA article has been shared

Kass3m
Tera Expert

Can we report on how many times a knowledge article has been shared by an Agent?

4 REPLIES 4

chetanb
Tera Guru

Hello @Kass3m 

 

I dont think OOTB its possible.

With some custom workaround you can try - like create custom field . develop a script/flow that triggers whenever article is shared like agent adding article to notes/or incident.

with the help of reporting you can pull that field.

 

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

Regards,

CB

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Kass3m 

 

You can create a report on incident and related list attach knowledge

 

then group by knowledge.

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swathisarang98
Giga Sage
Giga Sage

Hi @Kass3m ,

 

There is a table called Knowledge Use(kb_use) which will store the KB number and user name when a KB is viewed or used but getting count of getting KB shared  by an Agent is not possible. 

 

And even in Knowledge table you can add field like View count and use Count,

kb.png

 

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

AndersBGS
Tera Patron
Tera Patron

Hi @Kass3m ,

 

No, this is not possible OOTB. How do you share the knowledge articles today? 

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

 

best regards

Anders

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/