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

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




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










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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