Tuesday, May 30, 2017

Knowledge Article Usage in Self Service

KPIITRP now keeps track of the number of times each knowledge article is opened in ITRP Self Service and ITRP Mobile. This data is used to produce the 'Knowledge Article Self Service Usage' report, which can be found in the Analytics console.

Knowledge Article Self Service Usage report
This report makes it possible for support organizations to see how often their knowledge articles are consulted by end users. This is yet another report to help organizations track the effectiveness of their Knowledge Management process.

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