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Search in Answer Source (Using Custom Script) - Analytics Cookbook Recipe

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edited Apr 29, 2020 5:11PM in Reporting & Analytics for B2C Service 7 comments

Content

 

 

Search in Answer Source

 

 

 

 

Using a custom script

 

 

 

 

Author: Bastiaan van der Kooij

Independent Oracle Service Cloud Consultant

 

 

 

 

Difficulty rating:   (Advanced)

 

 

 

 

Target persona: Knowledge Base Manager

 

 

 

 

Ingredients:

 

 

 

 

8 Columns  (4 are hidden and used for the custom script)

 

 

 

 

2 Variables

 

 

 

 

2 Conditional formats

 

 

 

 

1 Custom Script

 

 

 

 

Overall description/purpose: Using the standard Analytics capabilities, it is not possible to search within the actual HTML source of answers, therefore making it very difficult to search for links and other html entities. This report uses a custom script to overcome this lack of functionality. It shows the answers when a match is found and indicates using a checkmark whether it was found in the question or in the answer. In the filter section a user can enter their search phrase and indicate if they want to search in the answer, the question or both.

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