Learn how to succeed in your role as a service desk agent.
How are my knowledge base articles performing?
Your team can use knowledge base article reports to see how often an article is shared, viewed, and voted as helpful. To see the performance on your articles, from your service desk project, go to Reports.
There are two default reports that provide information on how your knowledge base articles are performing. This includes:
Requests deflected - the requests deflected report displays information on how often customers find articles helpful. This includes the requests deflected in the portal and the article views in the portal.
Requests resolved - this report shows how many requests have been resolved with an article, without an article and which requests were deflected in the portal.
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