Report on Knowledge Views and AI Grounding

Use CRM Analytics or Service Intelligence to create dashboards that show Knowledge engagement metrics from Data 360’s Knowledge Article Engagement Data Model Object (DMO). This DMO logs a record every time an article is viewed directly, or used to ground an AI response. It contains information like the engagement date, who engaged with the article, and the engagement channel.

• Analyze article trends based on how often or rarely users engage with articles over time.
• View engagement metrics to assess whether your agents are meeting the compliance and training goals.
• Clarify ROI and cost-saving metrics, such as reduced average handling time (AHT) and case deflection, by differentiating who is engaging with an article.

Note

To use CRM Analytics, you must have either the CRM Analytics Growth or CRM Analytics Plus user license. To use Service Intelligence, your org must have the Service Intelligence add-on license. Service Intelligence is for Service Cloud users only.