DashBoard View of KB & How to Tag Articles

Overview of what you can find on the Dashboard, as well as how to Tag Articles.

Dashboard for the KB

The Dashboard provides us with:

Information on what our clients are searching,
User Guides we have recently updated,
Search Results of words, and More.

Service > Knowledge Base > Insights

When on the Dashboard

Click the Tab Insights

Insights provides us with an internal view of what is occurring on the client side of the KB

This section of the Dashboard shows the User Guides that have been visited the most by our clients

You can filter the view by changing the date range, you can also see how many times the article has been viewed, Average time spent on an article, ETC

Scroll Down to view Total Searches on the KB

Example "304" in the left box

To the right you can View Terms Searched by Clients …

When a Client Searches a Term, if nothing comes up with the words they used to search for a user guide,that information will appear in this box.

It is alerting us that we need to tag an User Guide or Create one.

To tag an article (User Guide)

Click Tag Articles

By clicking Tag Articles, you can add keywords so the User Guide, this way the guide will comes up when a particular word is searched.

The Trainer should check this area everyday, and update the guides.

Example of How to Tag a User Guide

1. Click on the word that showed as not used, in the Search Tags, you can search for existing User Guides that might relate to this User Guide.

An Edit Tag box will appear:

Click in the Search Tag box to type in the article (User Guide) you want to tag.

Once you have tagged the User Guides

Click Save

The keywords will still show up in the box even though you have tagged an article, although you will be able to see the User Guide that has been tagged.