View knowledge logs

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Knowledge logs display information about which users have viewed knowledge articles, what they looked for, and where.

    Before you begin

    Role required: knowledge_admin, knowledge_manager

    About this task

    Knowledge logs capture information from all the available sources where users can access knowledge articles, such as Customer Service Portal, Knowledge Management Service Portal, Now Mobile, Agent Workspace, and Knowledge Management v3.
    Note:

    Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in a future release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers beginning with the Madrid release. For more information about the new experience, see Knowledge Management Service Portal homepage features.

    Procedure

    1. Navigate to All > Knowledge > Administration > Search Log or View Log.
    2. View the Search or View logs.
      Table 1. Knowledge logs
      Log Description
      Search Log View records of the search source, search terms, the highest click rank, and the number of search results of knowledge searches from all the available sources where users can access knowledge articles. The Search log displays data from the Knowledge Searches [ts_query_kb] table. For more information about the search source, see View the source of a knowledge article search.
      View Log View records showing who has viewed which knowledge articles, who has attached a knowledge article to a task and when, and identify final search terms when the type-ahead search suggestions feature is enabled. The View log displays data from the Knowledge Use [kb_use] table.
      Note:
      • An administrator can activate the kb_use table cleanup job to delete any older records from the Knowledge Use [kb_use] table and improve the table performance. For more information, see Modify the data retention policy for View logs.
      • The View log record doesn't display information for a knowledge article accessed and viewed from the global search results.