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Content Viewer User Engagement Insights
When you enable content harmonization, Data 360 automatically starts collecting information about user interaction with the Content Viewer, providing you with insights to improve your content.
Required Editions
| Available in: All Editions supported by Data 360. See Data 360 edition availability. |
Collected Events
Data 360 collects these event types:
- “Document View” event, triggered when users view your harmonized content in the Content Viewer. This metric tells you how often your harmonized content is accessed. A high number indicates good discoverability and initial interest. You can track this over time to see trends.
- “Page exit” event, triggered when users leave the Content Viewer. This metric indicates user engagement and satisfaction. A high exit rate shortly after a "document view" can signal that the content isn't meeting user expectations, is difficult to read, or isn't relevant to users’ initial search. This metric provides a percentage indicator of how deep the user scrolled through the content. For example, 100% means the user scrolled all the way to the bottom of the page before they exited.
- “Open in source” event, triggered when users click the link leading to the harmonized content in its source platform, for example, Google Drive. This event can indicate high user trust and the need for more information, which can indicate a content gap.
- “Link clicked” event, triggered when users click any link within the Content Viewer. This data indicates that the content has successfully piqued the user's interest, prompting them to seek further information or explore related resources.
Collected Data Attributed
These are some of the attributes that can be displayed for the above events.
| DAta | description | data type | example |
|---|---|---|---|
| Title | The title of the harmonized file or record | Text | How to display a title |
| Document ID | The ID of the harmonized file or record | Text | 646b1f986e7ba1ba1b2be01b3a0ffdeb |
| Updated Date | The date the harmonized file was last updated | DateTime | 2024-06-01T12:00:00Z |
| Created Date | The date and time the harmonized file was created | 2024-05-01T09:00:00Z | |
| Source | The source of the file | Confluence | |
| Format | The format of the orignal file | ||
| Source Object ID | The ID of the original DLO | HUDMO-001 | |
| Language | The language of the file displayed | Text In large file-splitted PDFs, the overarching PDF title/ID Text |
en-US |
| Referral Context | The page the user was on before getting to this content page | Text | https://previous-page.com/ |
| URL | The URL of the current page the event was triggered on | "https://docs.example.com/doc-12345 | |
| Interaction Name | The type of the event | Document View | |
| Application | The application, agent, or cloud in which the Content Viewer page was opened | Service Cloud | |
| Context | The context in which the page was viewed | Data 360 Record Page | |
| Country | The country code in which the user is located | IN | |
| Selected Language | The language selected by the user | en-US | |
| Organization ID | The 15-character ID of the Salesforce org | 00D000000000123 | |
| Domain | The domain of the authenticated user (N/A for anonymous users) | @salesforce.com | |
| Event ID | The globally unique identifier (GUID) for the event | {{$guid}} | |
| Session ID | The unique session ID | sessionID | |
| User ID | The unique user ID | dfb8e760b101c6e5d1449d518d1bda3b | |
| Device | The device used to log in to Salesforce | Tablet | |
| User Type | Application type of the request | A—App C—Customer Portal P—Partner Portal G—guest |
A |
| Browser Model | The specific version of the web browser where the article was viewed | Chrome 124.0.0.0 | |
| Browser Name | The name of the client browser using the website where the article was viewed | Chrome | |
| Scroll Depth | The maximum scroll position achieved by the user in percentage | Number | 50 |
| Link Clicked | The URL of the clicked page | Text |
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