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            Create a Report Type for Article Reports

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            Create a Report Type for Article Reports

            Create a custom report type to report on Salesforce Knowledge article data.

            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
            1. From Setup, in the Quick Find box, enter Report Types then select Report Types.
            2. Click New Custom Report Type.
            3. In the Primary Object dropdown menu, select the article-related object you want to report on.
              Primary ObjectRelated ObjectsDescription
              Knowledge (Lightning Knowledge)
              • Knowledge Versions
              • Feed: Knowledge

              Compare information, such as creation dates, audience visibility, and the number of associated cases across record types. To access history and custom fields, add Knowledge Versions as a secondary object.

              If you changed the name of your knowledge base, the custom label shows here.
              Knowledge Articles
              • Knowledge Article Versions
              • Article View Statistics
              • Article Vote Statistics
              • Case Article
                • Articles
                • There are many additional relationships from Case Article, including Work Orders and Case Comments.
              		 Report on information about individual published articles, such as their creation date and published channels. When you build this custom report type, you can include article view statistics, article vote statistics, and case associations. In reports using the Knowledge Articles primary object, each article has five records (rows), one for each channel (All Channels, Internal App, Customer, Partner, and Public Knowledge Base).
              Knowledge Article Versions
              • Article View Statistics
              • Article Vote Statistics
              • Case Article
                • Articles
                • There are many additional relationships from Case Article, including Work Orders and Case Comments.
              		 Compare information about individual versions and translations, such as their creation date, published channels, and number of associated cases. If you choose this custom report type, you can also include article view and vote statistics.
              Article types (Knowledge in Salesforce Classic)
              • Article Type Versions

                You can then choose a relationship to Article Type_DataCategorySelection.

              Compare information, such as creation dates, published channels, and number of associated cases, for your custom article type, such as an FAQ. To access version history and custom fields, add the article type’s version as a secondary object.

              If you have multiple article types, each is listed separately, for example FAQs, Issues, and Procedures.
              Report types for the search, view, vote, and version history objects don’t have secondary relationships.
              Report Types for Search, Views, Votes, and Version History
              Primary ObjectDescription
              Knowledge Search Activity
              • Analyze the number of searches per day, month, or year for each channel and language.
              • For each search, see the date, ID, and title of the article that was clicked.
              • See which keywords users are looking for in your knowledge base.
              • For each keyword, see the average number of results, and articles that appear in the search results.
              • For each article, see the average number of clicks, and unique users who clicked it.
              Knowledge Keyword Search See which keywords users are looking for in your knowledge base. Keyword data is only available for Salesforce Classic.
              Article Version History Compare information about individual article versions, such as their creation dates, published channels, and number of associated cases.
              Knowledge Article Views Analyze the number of views per day, month, or year for each channel and role.
              Knowledge Article Votes Analyze the number of votes per day, month, or year for each channel and role.
              Knowledge Article Searches

              Analyze the number of searches per day, month, or year for each channel and role. Searches aren’t differentiated between internal and external, and all searches are logged as Internal App. Searches in Experience Cloud sites aren’t checked.

              Knowledge Article Searches’ report results are limited to searches performed using Classic Knowledge.
            4. Complete the required fields and click Save.
              In the Store in Category dropdown menu, we recommend choosing Customer Support Reports or Other Reports. This category is where users find the custom report type on the Reports tab.
            5. Make your choices on the Define Report Records Set page.
            6. Click Save.
            7. As needed, remove, and rearrange fields from your report layout.
              To learn which fields are available on each primary object, see Fields Available on Salesforce Knowledge Reports.
            Note
            Note An article’s score is calculated slightly differently in the API than it is in a custom report. We recommend standardizing on one or the other and not attempting to use both.

            Limitations and Considerations

             
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            Salesforce Help | Article