See how your knowledge base articles are performing in next-gen service desks

Your team can use knowledge base article reports to see how often an article is shared, viewed, and voted as helpful. Two default reports provide this information:

  • 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.

To see how your knowledge base articles are performing:

  1. From your service desk project, go to Reports.

  2. Select Requests deflected or Requests resolved from the sidebar.

 

Are you on the right help page?

If you don’t have an image in the lower-left of your service desk sidebar which states you're in a next-gen project, check out these classic project articles instead.

Learn more about the difference between classic and next-gen projects.

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