Can we tell if user clicked a link?

[Lynda1]

As we all know, the Fallback topics present links to KB articles or Catalog items.

Is there any way to check if a user clicked on one of the provided links?

There has to be a way!  I hope!

[Ethan Davies]

Hey Lynda,

Everything you're asking has already been answered in this article: https://www.servicenow.com/community/now-platform-blog/reporting-on-knowledge-article-views/ba-p/228...

[Chris D]

That's a bit different and doesn't actually answer that question...

A KB article view is a view regardless of source. The question is specifically about connecting views to the source (VA, specifically AI Search results). Not to mention, the kb_use table doesn't help with Catalog Item views.

I'm not sure if search result click analysis was possible in older releases, but I noticed in Utah (maybe Tokyo, idk), I did notice that AI Search results no longer link directly to the target (article, item, etc.) but actually redirect via a "va_link" URL so I presume at least part of this reason is to allow for click analysis but unfortunately I couldn't find any documentation on it nor do I know where such data would be stored...

[Ethan Davies]

Fair callout Chris - I misunderstood the question in relation VA.

[Lynda1]

I am glad you understand the question. I have been digging and going to attempt a look up to this table kb_use. The issue with that approach is how to systematically confirm that KB is related to the question.

I tested this manually yesterday on a few chats, if I saw a KB related, I used kb_use to see if the person read the article.

IF I figure this out, I can post how I did this here if anyone is interested.