How to Track Article View Counts in Oracle Fusion Knowledge Management (Self-Service, Email, SR)? — Cloud Customer Connect
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How to Track Article View Counts in Oracle Fusion Knowledge Management (Self-Service, Email, SR)?

in Knowledge 1 comment

We are using Oracle Fusion Service Cloud (Knowledge Management) and would like to understand how to track article view counts across different channels and roles. Specifically, we are looking for answers to the following:

  • How can we see the number of views for a knowledge article accessed by customers through the self-service portal?
  • Can article views be tracked when the article is shared via email or linked in a Service Request (SR) response?
  • How can a Knowledge Manager or Agent view the number of times an article has been accessed? Is this available directly on the article record or via reporting?
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