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Knowledge Dashboard
Get a comprehensive view of your service team’s knowledge articles. Use this dashboard to understand the articles used to support case resolution, understand the ROI of knowledge articles, and improve the effectiveness of knowledge articles.
Required Editions
Overview Tab
| View supported editions. |
Use filters to sort by article name, type, usage over time, publication date, and so on. You can also sort by articles used for AI grounding. Then, view the high-level statistics, such as the total article views, cases closed with a knowledge article, and case attachment rate. In the charts, you can see engagements and attachments trended over time, cases with attachments trended over time, and lastly time to handle cases. This last chart helps you understand the ROI of knowledge articles compared to cases solved without knowledge articles. You can see knowledge article usage sorted by different user types, which helps you to understand which customers find the articles helpful, such as internal users or channel partners. Engagement by context helps you better understand what delivery mechanism is best for sharing articles, such as lightening records, channels, or self-service portals. For details, you can drill down on a specific article.
| Knowledge Effectiveness KPI | CALCULATION |
|---|---|
| Total article views | The total amount of Article content that has been viewed. |
| Total unique users | Total unique users engaged. |
| Total engagements | Total engagements, including with and without articles. |
| Engaged articles | The amount of knowledge content that has been engaged with. |
| Cases closed without Knowledge | The number of cases closed without attached knowledge content. |
| Cases closed with Knowledge | The number of cases with attached knowledge content that were resolved. |
| Case attachment rate | The percentage of cases with knowledge content attached. |
| Average handle time savings | The amount of time saved when using an article to help close a case. This metric helps to show the ROI of knowledge articles. |
| Average handle times | Average handle times of cases depending on whether knowledge content was attached or viewed. |
| Engagements by user type | Number of engagements with Knowledge over time segmented by the type of user who engaged with it. |
| Engagements by data category | Number of engagements with Knowledge segmented by data category. |
Engagement Tab
Use this tab to zoom in on a list of articles and their relationship to cases. This helps you gain a deep knowledge of how articles can be used to deflect cases. For example, click a particular article to see all of the cases that were closed using that article. This detailed view can help you understand which articles are useful for closing certain cases, and then alert your service reps to use the article for case deflection when similar cases arise.
