Useful Articles for Search Recommendation

You can analyze how your users interact with your knowledge base (for example rating an article or linking an article to cases) to evaluate how well the articles are answering your users’ questions. This data that identifies the most useful articles in each interface and how to position them in your knowledge base. Use this report to analyze:

• All the articles the users found useful, based on the number of times the articles were viewed and linked to other answers.

• The average feedback scores for the articles.

• The number of days the articles have resided in the knowledge base.

Useful Articles for Search Recommendation Columns

Column	Description
Title	The title of the article.
Interface	The name of the interface where the article resides. An interface is the console, windows, and pages used by your organization and customers to access the application.
View Count	The number of time users viewed the article.
Aging Days	The number of days since the content in the article was last updated (published), or how long the current article has resided in the knowledge base.
Average Feedback	The average rating for the article calculated from user feedback (for example, Rating 1–5, or one star to five stars).
Number of Cases Linked	The number of cases to which the article is linked.