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Considerations when Selecting a Knowledge Keyword Search Report Type

Data pubblicazione: Jan 4, 2023
Descrizione

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.
Risoluzione

Knowledge Keyword Search 

  • "Knowledge Keyword Search" report results are limited to searches performed using Classic Knowledge.
  • Custom Report Types (CRT) based on “Knowledge Keyword Search” object will return keywords used to search articles.  
  • 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.
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 using Classic Knowledge.

Knowledge Search Activity

  • "Knowledge Search Activity" is compatible with Lightning and Classic Knowledge.
  • CRTs based on "Knowledge Search Activity" will return keywords used to search articles for ,communities such as Kokua, internal searches in Classic UI's, Knowledge tab or Lightning UI's global and scoped search for Knowledge.
  • Search keywords take up to 24 hours to appear in reports.  This is working as designed.  

  Custom Report Types based on “Knowledge Search Activity” may be appropriate if you need to report on keywords in communities and internal org articles, or are using Lightning Knowledge. 

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

See also:
Report on Salesforce Knowledge Articles
Knowledge 'Keyword Search' report is limited to 300 results per day
Knowledge Search Activity reporting for Knowledge Articles
 
Numero articolo Knowledge

000382139

 
Caricamento
Salesforce Help | Article