Find out how your knowledge base articles are performing

Your team can use reports related to the knowledge base to see how often an article is shared, viewed, and voted as helpful.

Your service project has two default reports that provide information on how your knowledge base articles are performing. These reports include Requests deflected and Requests resolved.

To see the performance of your articles, from your service project, go to Reports.

Requests deflected

When a customer goes to raise a request in the portal and starts entering a summary, articles are suggested to them based on the labels specified the article. If the customer selects the suggested article while raising a request and votes it as helpful, it is counted as a request deflected in the portal.

Find out how to set up article suggestions.

You can also use this report to find out article views from the portal.

Requests resolved

This report shows:

• Requests resolved with an article: A request is considered resolved with an article if it has one or more links to knowledge base articles in its comments.

• Requests resolved without an article: A request is considered resolved without an article if no knowledge base articles were used in any of the comments to resolve this request.

• Requests deflected in the portal: A request is considered deflected in the portal if the customer selects an article while raising a request and votes