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Report on Search Queries in Knowledge

Rick_HancksRick_Hancks Customer Adept IT Monkey ✭✭
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.


  • Adam_DzyackyAdam_Dzyacky Product Owner Contributor Monkey ✭✭✭✭✭
    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.
  • Rick_HancksRick_Hancks Customer Adept IT Monkey ✭✭
    Adam, thanks for the suggestion.  I'll take a look at that.
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