Identify how/where users are viewing Knowledge Articles

[Community Alums]

Hi All, 

Hope everyone is doing well. 

We have a requirement that we would like to know how/where users are viewing knowledge articles, so that we can understand where users view articles. Currently views are tracked by Associates (user field) and what time (created field) in the Knowledge Use(kb_use) table, (Knowledge--> Administration --> View Log). There is no understanding about whether view happened from the Back End, Portal, through a Permalink, or from a Widget on the Portal page. 

We had tried with the Source type field which has been DOT walk-in from Knowledge Searches(Search log) table. But, there is no data capturing in the Knowledge search table. 

Has anyone implemented this?

Thanks in Advance.

[Ashley Snyder]

Hello,

Here's the link to the idea. Is the ask to understand if knowledge users are searching for articles in Classic, Portal, or Workspace? If so, the Knowledge Searches (ts_query_kb) table has a Source Type field that can be used for this.

If you want to dig deeper on searching and are using AI Search, you can use the Search analytics module within User Experience Analytics per application, i.e. Service Portal, Next Experience, Employee Center, etc. We're continuing investment in AI Search over Zing search, so you'll see more reporting capabilities found within Search analytics rather than table data such as ts_query_kb, but if you're still using Zing Search that table is there for reporting.

[venkata bharat]

Hi @Ashley Snyder ,

Thanks for the response. but my requirement was different here. I wanted to capture how many views for a knowledge article from different streams/channels like self-service portal, Knowledge article opened from email URLs etc.

--->If a user clicks on a knowledge article shared through mail, I need to capture that view count in a variable.

--->In the same way, If a user accesses a knowledge article from self-service portal I need to capture the count in a separate variable.

I was aware of numbers of views for knowledge article, but those numbers of views should be segregated. As I mentioned above from which stream/channels the knowledge article is opened and viewed.