Track usage metrics of popular solutions. See who's using which solutions and how often; use these numbers to better understand what your customer base needs, and take steps to tailor all future solution content around similar topics.
Correlate top searches and articles with tickets that are resolved using knowledge base articles to see how effectively self-help initiatives cut down on technician workload and improve productivity.
Directly aid customers in their self-help efforts by tracking the top search terms and frequently used articles and creating new or similar knowledge base articles on these topics.