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Knowledge Analytics Dashboard for IT Services
Analyze the effectiveness of your knowledge base (KB), identify gaps, and optimize article usage by providing reports on KB performance and utilization. Visualize the impact of the knowledge base in reducing incident and case resolution times and improving self-service.
Required Editions
For example, a knowledge manager can identify articles that lack engagement and prioritize content updates to make sure the knowledge base is up-to-date and to reduce support tickets.
| Available in: Lightning Experience |
| Available in: Unlimited, and Developer Editions with Agentforce IT Service and Data 360 |
Filter the data in the Knowledge Analytics dashboard by time period to get personalized and targeted analysis.
- The Overview section details metrics for evaluating knowledge management, including article visibility, user engagement, and impact on object resolution. Key metrics track views, unique viewers, engagements, resolution rates (with or without knowledge), time savings, and attachment rates.
- The Explore More section assesses documentation completeness, average handling time, and efficiency of customer interactions.
- The Data Explorer Distribution section provides a detailed view of user interaction, categorized by user type, context, and content category.
Learn the definitions of key metrics in the Knowledge Analytics dashboard.
| METRIC | DESCRIPTION |
|---|---|
| Total Article Views | Helps you understand overall content consumption by showing the cumulative number of times knowledge articles are viewed. |
| Total Unique Viewers | Shows the distinct number of individuals who accessed knowledge articles. |
| Total Engagements | Helps you assess the usefulness of the content by showing the total number of user interactions such as likes, comments, or shares with knowledge articles. |
| Engaged Articles | Shows articles that received significant user interaction. This metric helps you identify successful knowledge articles and understand what types of content resonate most with users. |
| Objects without Knowledge Interactions | Shows incidents, cases, problems, and changes that are resolved without any knowledge article association. This metric helps you identify opportunities to write new articles or improve existing ones to address common issues. |
| Objects Closed with Knowledge | Shows the number of cases or incidents that are successfully resolved by using knowledge articles. This metric shows the effectiveness of the knowledge base and the impact of knowledge on resolution efficiency. |
| Avg resolution Time savings (mins) | Shows the average time saved on resolving issues when knowledge articles are used, compared to issues resolved without the use of knowledge articles. This metric quantifies the efficiency gains and business value derived from a comprehensive knowledge base. |
| Knowledge Attachment Rate | Shows the frequency at which knowledge articles are attached to cases or incidents. The metric shows you the adoption and the relevance of available content during incident resolution. |
| Engagements and Attachments | Shows the combined data of user engagements with articles and their attachment rates to cases. This metric provides you a holistic view of knowledge effectiveness. and helps you understand both user satisfaction and practical application of knowledge. |
| Objects with Knowledge Interactions | Shows the incidents, cases, problems, and changes that got resolved with the knowledge base. Use this metric to compare knowledge utilisation trends. and understand the total reach and attempted usage of the knowledge base. |
| Avg. Handle Time | Shows the average time a representative spends on a case or incident, including time spent searching for knowledge. This metric indicates how effectively knowledge articles contribute to quicker resolutions. |
| Engagement by User Type | Helps you categorize knowledge article engagement based on different user roles for example, representative, end-users to tailor content and improve usability for specific audiences. |
| Engagement by Context | Helps you categorize knowledge article engagement based on the specific scenarios or issues users are trying to resolve, helping you identify relevant content for various contexts. |
| Knowledge Articles | Shows the total number of articles available in the knowledge base. |
| Knowledge Users | Shows the total number of unique individuals who access and use the knowledge base. |
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