Run a report on contextual search usage

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Run a report on usage such as how many times a knowledge article is attached to a record to know the effectiveness of the contextual search results.

    Before you begin

    Role required: admin

    About this task

    A service desk manager can generate a report on user issues that were resolved without an incident being raised. The information can help to create targeted knowledge based on trends. You can analyze commonly raised incidents and then create knowledge articles around those incidents which can help resolve or deflect similar incidents in future.

    Procedure

    1. Navigate to All > Reports > View/Run.
    2. Select Create a report.
    3. Under Data, fill in the fields.
      Field Description
      Report name Unique name for the report.
      Source type Source from which the data is populated. The default value is Data source. Select Table.
      Table Select the Relevant Document Detail table [cxs_rel_doc_detail].
    4. Select Next.
    5. Under Type, select Next.
    6. Under Configure, select Choose columns and move the required fields from the Available box to the Selected box.
      Select fields for report
    7. Select OK and then select Run.
      Contextual search report
      Note:
      When users select the Search on tab check box in the Search Context [csc_context_config] table and then modify and leave the search field, an action gets logged in the Relevant Document Detail table [cxs_rel_doc_detail]. The information in the table can help you find the instances where users ran a search but did not take any action. In those cases, the value of the Position column is -1.