Hello all, I need to create PA report to get the first 10 keywords whose return No Results when user is searching on Service Portal. This is not to be shown on Service Portal but is for reporting purpose. Please help if anyone has worked on similar requirement.
Thanks in Advance.
I haven't had to do anything like that specifically, but we have a new dashboard for the Knowledge Content Pack that's coming out with London that does some things like determining which Knowledge terms are searched the most, Average Click Rank (what position in the list has the answer customers want) and similar things.
I was just taking it apart to look, and the Click Rank measurement is based on entries in the Knowledge Searches table, ts_query_kb, where Highest Click Rank is not empty and Highest Click Rank is greater than 0. It stands to reason that you could invert the criteria, and at LEAST for knowledge, be able to see which knowledge searches produced results where the searcher DIDN'T click any of the results. It's not 100% the same, but may get you close.
That also makes me think, you may be able do a search in Tables, for Label contains "Search" or for name starts with ts_query, any may find tables for the other areas, or perhaps a parent table to check for results.
In fact, I just looked at the table, and # of Results is actually a field, so you'd just want ts_query_kb entries from today (or this week, or this month, etc) where the number of results is 0:
Incidentally, looking at these results, it looks like this isn't limited to specific searches done from within Knowledge... a lot of the results I'm seeing include terms that were searched automatically when opening an incident... so it looks like anything that results in a KB query system-wide lands in this table, which may be very helpful indeed!
Hopefully that at least gives you a head start!
