Advanced analytics for knowledge base management

As self-service help desks become the norm, help desk managers need to ensure the solutions in their knowledge base repository are contextual, relevant, and deliver true value to the end user.

The advanced analytics for knowledge base module helps you objectively inspect and analyze how effective knowledge base solutions are, so you can periodically revamp your solutions to keep them relevant.

Advanced analytics for knowledge base management
  • Click to expand Knowledge base dashboard
Understand user behavior

Understand user behavior

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.

Measure self help success

Measure self help success

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.

Identify areas of improvement

Identify areas of improvement

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.

Note for existing users

To enable these modules, make sure your applications are in the following builds:

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