Tracking Self Service search history through reports and dashboards
By using the Enable tracking of Self Service search history feature, administrators can track and analyze the text searched on Self Service. This information can be tracked in both Self Service 3.0 and Remedyforce Mobile (Self Service) app. With this setting, for every superbox search, the search text and its search result counts get stored as a record in the Self Service Search History object. Hence, generating reports or dashboard on this object helps the administrators to understand what clients usually search for and what search results they see.
Viewing reports for Self Service search history object
OOTB reports and dashboards in Remedyforce help you to view the records stored in the Self Service Search History object. These reports display the search results and analytics for the search text. Additionally, you can also create customized reports on this object. This data enables the administrators to create appropriate knowledge articles, templates, and service requests for clients. The OOTB reports and dashboards are described as follows.
Searches by Source
This report displays search results based on whether the source of searched information was Self Service 3.0 or Remedyforce Mobile (Self Service) app.
The columns displayed are Source, Self Service Search History: ID, Search Text, User, and columns of the records returned for the performed search.
Searches by Keywords
This report displays search results by focusing on the keywords from a particular phrase or text entered.
The columns displayed are Search Text, Self Service Search History: ID, Source, User, and columns of the records returned for the performed search.
Searches by Account
This report displays search results based on the account through which the searches was performed.
The columns displayed are Account, Self Service Search History: ID, Source, Full Name (of the user), and columns of the records returned for the performed search.
Searches with no Knowledge Articles
This report displays search results wherein no knowledge articles (Remedyforce or Salesforce) were returned for the performed search.
The keywords found in this report help the administrators to update their existing knowledge articles accordingly or create new ones.
The columns displayed are Search Text, Self Service Search History: ID, Source, and User.
Searches with no Service Requests
This report displays search results wherein no service requests were returned for the performed search.
The keywords found in this report help the administrators to update their service requests accordingly or create new ones.
The columns displayed are Search Text, Self Service Search History: ID, Source, and User.
Searches with no Results
This report displays search results wherein no records were returned at all for the performed search.
These results help the administrators to think about creating prospective and appropriate knowledge articles, templates, or service requests.
The columns displayed are Search Text, Self Service Search History: ID, Source, and User.
Searches by Search Group
The text searched by clients during one particular session are grouped together in a Search Group. The grouping interval is of two minutes.
Hence this report displays the search results based on the Search Group.
The columns displayed are Search Group, Self Service Search History: ID, Search Text, Source, User, and columns of the records returned for the performed search.
Self Service Search Dashboard
The Self Service Search dashboard displays the data in a chart-view representation for the following reports:
- Searches by Source
- Searches by Keywords
- Searches with no Knowledge Articles
- Searches with no Service Requests
- Searches with no Results
- Searches by Search Group
Related topic