Which articles have the highest reuse?

This report displays the articles in the knowledge base that have the highest reuse or backlink rate for a specified time period. A backlink is the sum of the number of citations and number of case links in which an article was used. For example, if for a three-month period an article was linked to cases 50 times and cited in other articles 30 times, the backlink count is 80. If an article was linked 25 times to a case and cited in other articles zero times, the backlink count is 25.

This report provides insight into how the articles in the knowledge base are reused and which articles are reused most frequently. It also enables you to can monitor the overall reuse count as well as the individual counts for citation rate and case links. This information helps you to determine the most popular content in terms of reuse within the knowledge base.

Filtering the Report

You can specify the report's date range by selecting start and end dates from the Date menu.

You can specify the locales that appear in the report by selecting from the Locale menu. The report displays data for all defined locales by default.

You can specify the reporting user groups that appear in the report by selecting from the Reporting User Group menu. The report displays data for all defined user groups by default.

Reading the Report

The report columns display:

View	This is the name of the Information Manager view or view hierarchy. This column displays when you select the With View & Category display option.
Category	This is the name of the Information Manager category or category hierarchy. This column displays when you select the With View & Category display option.
Date/Time	This is the date and time the recommendation was submitted.
Channel	This is the type of content, for example FAQ or Solutions.
Article ID	This is the Information Manager identifier.
Article Title	This is the title of the article.
Backlink Count	This is the sum of the number of citations and the number of case (service requests) links in which an article was used.
Citation Count	This is the number of times an article was referenced (cited) in other articles.
Case Links	This is the number of times an article was linked to a case.
Locale	This is the language and region, such as English (US) or English (UK) of the cited articles. This column displays when you select the Locale filter.
Reporting User Group	This is the reporting user group to which the author of the cited article belongs.
Author	This is the user group to which the author of the recommendation belongs.