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Reporting on Knowledge Keywords

Knowledge Article Number 000233791
Description Often times, customers want to determine what search keywords are being used by end users when searching for articles for both internal org and communities.  This article describes behavior for Custom Report Types based on “Knowledge Keyword Search” and Custom Report Types based on “Knowledge Search Activity” object.  Both objects return similar information but have different nuances.
Resolution Custom Report Types based on “Knowledge Keyword Search” object will return keywords used to search articles.  However, searches using Kokua Communities template aren’t reflected in reports based on CRT on “Knowledge Keyword Search”.  Searches with Knowledge tab in internal org return results correctly.  In addition, search keywords only take a few minutes to appear in reports.  Therefore, Custom Report Types based on “Knowledge Keyword Search” object may be more appropriate if you only need to report on internal orgs.

Custom Report Types based on “Knowledge Search Activity” will return keywords used to search articles for both communities such as Kokua and internal searches in Knowledge tab.  However, search keywords take up to 24 hours to appear in reports.  This is working as designed.  Custom Report Types based on “Knowledge Search Activity” also has a KI for "Clicked Article Title" field.
Custom Report Types based on “Knowledge Search Activity” may be appropriate if you need to report on keywords in communities and internal org articles. 

If neither of these object meet your business requirement on reporting against article keywords, please consider logging a idea to enhance functionality.


See also:
Report on Salesforce Knowledge Articles
Why are Knowledge Keyword Search Reports limited to 300 results per day?
How can I see how users are searching for Knowledge Articles?




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