Need reporting options on contacts who view articles, search

[sfallaw]

We subscribed to the Knowledge Base so that we could have a better understanding of how our contacts are using our products and what they need related to resources. We need a way to have a simple report of our customers who are accessing and searching in the Knowledge Base. Seems like this is a pretty basic need - how can this be done today?

[AHanno9]

In theory, you could

• Create a Number-type field named "Number of Knowledge Article Views" 
• Create a Workflow where the enrollment is a view to any page with your knowledge article subdomain in the url
• Use "Increase or decrease property value" to "Increase contact property Number of Knowledge Article Views by 1"
• Set the rules to allow for re-enrollement

This would at least let you pull a list of contacts who are interacting.

[AstridvanDam]

+1

[AGreen3]

I agree - for a KB to be effective it is really necessary to understand how it is being used. The aggregate reporting is OK, this would be really useful.

[ACunnell]

Hi there, I had just come onto the community to ask this exact question. I am really suprised and disappointed that this feature doesn't exist, it seems quite a fundemental requirement. @sfallaw , did you ever come up with a solution/workaround?

If you look at an individual contact's timeline you can see the pages that they have accessed so that information is clearly there in HubSpot, but we don't want to have to trawl through individual contacts to understand if/how they are using the knowledge base - we need a single Knowledge Base activity log.

[PamCotton]

Hello @ACunnell , happy Monday!

I was able to find this post in the HubSpot Community Ideas forum. Upvoting here will alert our Product Team to the popularity of this request. Doing so will also auto-notify you if/when this functionality becomes available within HubSpot. You may read more about how that review process works here.

Kindly,

Pam

[webdew · Accepted solution]

Hi @sfallaw Unfortunately HubSpot doesn't provide the reporting tools for Knowledge Articles as it does for other tools. You can find below two reports in Repprt Library for Knowledge base:
1. Knowledge base view over time.
2. Most viewed Knowledge Articles

 I hope this helps!
Regards.

[petermuldoon]

I support the need for better reporting about what articles conteacts are opening

[PamCotton]

Hello @sfallaw , happy Monday! 

I will add a few top experts into this conversation to share their thoughts, @Gonzalo, @MichaelC, @Daniel_Bleich, what would you recommend @sfallaw to report his customers.

Thank you,

Pam