Search Service: Identify Persona of a Keyword Search

This feature provides a new canned report that will have the details of the Phrase searched, the count of matching Answers, the Agent or end user who searched.

This feature has a new canned report by name 'Keyword Searches by User'. The report includes below fields.

• Phrase Stem
• Count of matched answer
• Searched Staff Account
• Searched Contact

Keyword Searches by User

Business Value:

Effectiveness:  Provides information about the frequently searched phrase and the associated answer. The admins can optimize the answer to include accurate information.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

This enhancement requires an upgrade to 24C.