The following provides information on the KnowledgeSession
item. A KnowledgeSession
item is created for each Self Service session and each new problem solving session (usually identified by a new ticket) in Knowledge. All agent and customer activity is tracked against a current Knowledge session, which exists even if a ticket has not yet been created. If a ticked is created later, the information in the Knowledge session is available as research activity in the ticketing activity history. Even if no ticket is created, the Knowledge session remains to track the user’s most recent queries and recently viewed answers. The KnowledgeSession
stores the ticket ID.
Table | Property | Data-Type | Description |
---|---|---|---|
|
| string | Records user activity related to a ticket for a specific search |
| string | The user ID that conducted this session | |
| timestamp | ||
| timestamp | ||
| string | ||
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| list | |
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| list | |
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| set | |
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| set |