Seeking Assistance on How to Interpret KB Search and View Metrics

[Mike Clemons]

I have a few charts around our KB, and I'm trying to determine how to interpret the charts we have around article views and searches. How would you interpret these?

We have 12,691 total views in 2024 and a total of 24,961 searches. 

Additionally, you can see the spline chart below that showing when the most views/searches took place. 

Background Information

- In late October, we send out a KB article to a large subset of our customers alerting them to an upcoming update they have to install, accounting for a spike in views.

- In early November, we launched AI Search with ServiceNow.

- We have 1,170 customer-facing articles.

Any guidance is much appreciated!

[Shane Bjork]

Few items to consider:

If someone is reaching a knowledge article without search, then you will see a higher volume of views compared to search so the spike makes sense. If you filter out the KB article that was sent to customers that could help you understand the results better compared to the implementation of AI Search.

Time will tell on your AI search. If your users are finding knowledge faster in fewer searches with AI search you would expect to see fewer searches. Search results will vary with the holiday’s (depending on your users country/company holiday) and your normal cadence of work you might see this fluctuate. YOY trends will help normalize the search patterns over time.

[Mike Clemons]

Pretty much my thoughts as well, I wanted to confirm with an external source as well, so thank you. I did run a new report yesterday, removing the KB article we sent out, and it only accounted for about ~1,200 views.