topic Re: Tracking Knowledge Base Articles in Knowledge Base Tool

Tracking Knowledge Base Articles

skylightipv — Thu, 29 Feb 2024 12:22:40 GMT

Can I use the Hubspot tracking code from our website for the knowledge base articles? If so I assume it's just by copying the tracking script html into the Additional Options setting

Re: Tracking Knowledge Base Articles

Jnix284 — Thu, 29 Feb 2024 12:56:43 GMT

Hi @skylightipv I wouldn't advise adding your tracking code to individual knowledge base articles for two reasons:

1 - you'd have to manually add it to every post, there isn't a global head html option

2 - more importantly, your knowledge base is already included in existing website analytics within HubSpot reports

have you explored the reports already available to locate your knowledge base analytics?

Re: Tracking Knowledge Base Articles

skylightipv — Thu, 29 Feb 2024 15:23:06 GMT

Looking at the generated html of the KB article it looks like our tracking script is already embedded in this section

...in here...

So where would I see which unique visitors have read the article? It looks like most tracking information is aggregated

Re: Tracking Knowledge Base Articles

Jnix284 — Thu, 29 Feb 2024 21:33:43 GMT

Hi @skylightipv that's correct, the code is added automatically by HubSpot directly which is how the analytics data is generated.

This article goes through how to analyze your KB performance, and there are prebuilt reports on the Service Dashboard, all are aggregated data.

I did a few tests and couldn't trigger knowledge base pages to show in a contact record individually or to access unique visitors.

Re: Tracking Knowledge Base Articles

skylightipv — Mon, 04 Mar 2024 08:39:08 GMT

Thanks in which case we'll have to build our own tracker solution.

Re: Tracking Knowledge Base Articles

Jnix284 — Mon, 04 Mar 2024 12:56:41 GMT

you're welcome @skylightipv, happy to help!

Re: Tracking Knowledge Base Articles

SSeed — Mon, 04 Mar 2024 12:58:24 GMT

Yes, you can use the HubSpot tracking code from your website for knowledge base articles by copying the tracking script HTML into the Additional Options setting. This allows you to track the performance and engagement of your knowledge base articles using the same tracking capabilities as your website. Simply paste the tracking script into the appropriate field within your knowledge base platform's settings to begin tracking.

Re: Tracking Knowledge Base Articles

Jnix284 — Tue, 05 Mar 2024 01:54:56 GMT

@SSeed is this something you've configured with your knowledge base? I'd just like to confirm that you've implemented this solution - since the tracking script is automatically added, are you seeing any duplicate data?