Knowledge Analysis
Unaric User Analytics can be set up to track knowledge article page views and complement Salesforce's limited Knowledge analysis. Insights include:
- See how often Help Topics are viewed.
- Identify the most and least used content.
- Measure engagement with individual fields or objects.
- Track user sentiment through vote sets.
- Support content reviews with data-driven evidence.
You can analyse these page views based on criteria such as the user’s role or anything else from the User object.
Setup
Implementing Knowledge Analysis requires creating custom fields, setting up automation via Flow, and deploying the core tracking component on the Knowledge page.
- On the Knowledge page, drop the Position Detector component and name it Knowledge Page.
- Create a new Lookup field on the Help Interaction object that links to the Knowledge Object.
- Create a simple Flow that uses the Help Interaction Context field to link to the correct Knowledge Article.
- Create a Report on Help Interactions and configure it for analysis.