Knowledge base search analytics

Knowledge base managers need to track what their end users are searching for in a knowledge base, so that they can add or improve related articles to help users find the information they need.

Not knowing which topics or knowledge base articles customers are most interested in makes it more difficult to decide which articles should be created or updated.

In the Knowledge base management page, add search analytics including:

• Most popular search terms

• Most popular search terms that yielded no results

• Volume of searches over time

• Click-through rate

• No results rate