Report on Search Queries in Knowledge

Rick_Hancks

Rick_Hancks Customer Adept IT Monkey ✭✭

October 2018 in Analyst Portal

Is anyone out there using Google Analytics or any other tool to capture what users are searching for in Knowledge. I'd like to be able to see what the most common searches are and more importantly queries that return a "No Results". These reports would be helpful in targeting areas where there isn't any knowledge in the knowledge base.

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Answers

Adam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭

October 2018 edited October 2018

Using a slightly different method leveraging a function within the SMLets Exchange Connector. It isn't a true "what the user typed" because it's using an email. But in short, pulling a few functions out of the connector to read your last month's worth of Incidents or Service Requests, then hitting the Cireson SCSM Web API, and saving the results back out to a CSV for you to examine.

If you're looking for the functions in question or hoping there is a script you can copy `n paste to try this out, you can find it here.

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Rick_Hancks Customer Adept IT Monkey ✭✭

October 2018

Adam, thanks for the suggestion. I'll take a look at that.

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