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How to report on answers viewed external or internally

Accepted answer
edited Jul 7, 2017 9:09AM in Reporting & Analytics for B2C Service 6 comments


Hi. I would class myself as relatively new to reporting. Is there a way of reporting on whether an answer/article in the knowledge base has been viewed externally or internally? I am unsure how to distinguish between the two in my reports. Our organisation has a public knowledgebase which can also be accessed by employees and used in responding to customers. I have been asked to report on whether 3 of our articles have been viewed externally and/or internally, their usefulness and feedback and also if the articles have been used to answer customer queries. I seem to be stuck

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