Knowledge Base Analytics

Knowledge base analytics show how your help content performs. Understand which articles help customers and how to improve your documentation.

Accessing KB Analytics

1. Navigate to Knowledge Base in the sidebar
2. View analytics for individual articles or your entire knowledge base

Available Metrics

Article Views

Track how many times each article has been viewed.

What it tells you:

• Most popular content
• Which topics customers care about
• Content that may need more visibility

Helpfulness Ratings

Customers can vote on whether articles were helpful:

• 👍 Helpful - Yes, this article helped
• 👎 Not Helpful - No, this didn't help

Helpfulness percentage:

Helpful votes / Total votes × 100

Targets:

• 90%+ Excellent
• 80-89% Good
• Below 80% Needs improvement

Written Feedback

Customers can optionally leave written feedback explaining their vote.

What you see:

• Vote type (helpful or not helpful)
• Feedback text
• Timestamp

Use this qualitative data to understand:

• What specifically went well or poorly
• What information is missing
• How to improve articles

Viewing Analytics

Individual Article Analytics

When viewing or editing an article, you can see:

• Total views
• Upvote count
• Downvote count
• Helpfulness percentage
• Recent feedback comments

Aggregate Analytics

View overall knowledge base performance:

• Total published articles
• Total views across all articles
• Overall helpfulness percentage
• Total votes received

Using Analytics to Improve Content

Identify High-Impact Improvements

Focus on articles that matter most:

Views	Helpfulness	Action
High	Low	Priority fix - Many people see it, but it's not helping
High	High	Leave alone - Working well
Low	Low	Consider archiving or improving
Low	High	Fine for niche topics

Review Negative Feedback

When articles receive "Not Helpful" votes:

1. Read the written feedback (if provided)
2. Identify what's missing or unclear
3. Update the article to address the issues
4. Monitor if helpfulness improves

Track Improvement Over Time

After updating an article:

• Monitor view count changes
• Watch helpfulness percentage
• Review new feedback
• Measure if the changes helped

Content Planning with Analytics

What to Write

Use view data to identify content gaps:

• High-traffic articles suggest popular topics
• Create related articles on similar topics
• Expand on articles that get many views

What to Update

Prioritize updates based on data:

Weekly:

• Address new negative feedback
• Fix reported issues

Monthly:

• Review low-performing articles
• Update outdated information
• Improve articles with declining helpfulness

What to Archive

Consider archiving articles that:

• Have very low views consistently
• Have low helpfulness scores
• Cover outdated features or information
• Are redundant with other content

Best Practices

Review Analytics Regularly

Make KB analytics review a habit:

• Weekly: Check new negative feedback
• Monthly: Full performance review
• Quarterly: Content audit

Act on Feedback

Analytics without action is wasted:

• Identify issues from feedback
• Prioritize fixes based on impact (views × helpfulness gap)
• Implement improvements
• Measure results

Balance Quantity and Quality

More articles isn't always better:

• Quality over quantity
• Focused, helpful content wins
• Remove articles that consistently aren't helpful

Connect to Support Metrics

Link KB performance to support outcomes:

• Are high-traffic articles reducing ticket volume on those topics?
• Are customers who browse KB before submitting tickets more satisfied?
• Is your knowledge base helping or confusing customers?