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Create an Article Report
Run your custom report on your Salesforce Knowledge articles and save them to your article reports folder.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
Salesforce Knowledge is available in Essentials and Unlimited Editions with Service Cloud. Salesforce Knowledge is available for an additional cost in: Professional, Enterprise, Performance, and Developer Editions. For more information, contact your Salesforce representative. |
| User Permissions Needed | |
|---|---|
| To create or update custom report types: | Manage Custom Report Types |
| To create a public reports folder: | Manage Public Reports |
Using your custom report types, create article reports and save them to your article reports folder.
- On the Reports tab, click New Report.
-
Choose the category where your custom report types are stored,
for example, Customer Support Reports
or Other Reports.
The Cases with Articles report is available by default in the Customer Support Reports folder.
- Find your report type and click Create.
- When viewing your report, click Save As and save it in the new Article Reports folder to make the report available to other users.
- In reports using the Knowledge Article custom report type, there are at least five rows per article, one for each channel, including All Channels.
- Daily values are reported independently for the last 90 days and monthly values for the last 18 months. After those time periods, use the monthly aggregate and yearly aggregate values, respectively.
- In reports using the Knowledge Article Votes, Knowledge Article Views, or Knowledge Article Searches custom report types, each row represents a day, channel, and role combination. For example, if a user with the Kingmaker role views articles in the internal app and the next day the same reader views more articles in the internal app, the Article Views report has two rows: one for each unique date.
- In reports using Knowledge Article Version (KAV), except Knowledge Article Version History, you can filter by data category. You can add up to four filters and set their logic to AT, ABOVE, BELOW, or ABOVE OR BELOW. The logic between filters is OR. You can use the same category group multiple times,but you must use the same operator each time.
- To report on Approval Processes for Knowledge Articles, use Process Instance and Process Instance Node when creating a custom report type. Then filter the report on object type, which is the article type.
- You can create a custom report type for a Case by cross-filtering for Cases with and without articles. If you do, then when you archive an article, case records linked to that article no longer list the article information in the report. This limitation happens if the user doesn’t have access to all the data categories in the category group.
