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We are just starting to look at switching from Salesforce KB to Articles. What kid of user metrics are available in the canned reporting? What other practices do you guys use to track performance (bounce rate, time on page, etc)? TIA!

  • 23 December 2020
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We are just starting to look at switching from Salesforce KB to Articles. What kid of user metrics are available in the canned reporting? What other practices do you guys use to track performance (bounce rate, time on page, etc)? TIA!
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Best answer by Roy 24 December 2020, 00:09

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Hello @user553​ , For articles, we track performance with: Article viewers; Reactions; New conversations started by the article viewer;

We also use "Opportunities" to always provide relevant articles to our users.

 

More about this topic can be found in the Intercom help center:

Get quick article feedback with reactions

Give your customers the content they search for

See what content works best (and write more of it)

 

Hope this helps, Let me know if you need more information happy to help.

🎄 Happy holidays

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