I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion. Is this data really not available? Do I have to lock down my KB behind a login to get this info?
Answered
Article views by CRM data
Best answer by richardcole
Most public KB platforms don’t expose article-view data at the company or user level unless the content is authenticated. Anonymous traffic can’t be tied to CRM records because there’s no identifier to match.
So yes—if you need view data mapped to accounts/contacts for decay, renewal, or expansion analysis, you’ll have to require login or use an SSO-based gated KB. That’s the only reliable way to attribute views to CRM profiles.
+6AFAIK, if your Help Center is public, there’s no way to see who’s reading what, it’s all anonymous stats.
If you make articles private and require login, then you can track views per user. That’s the only way to get the data tied to a company or person.
Most teams either keep it public and live with aggregate stats, or lock the KB for internal analytics like you’re trying to do.
+6
+1I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion, similar to how house painting services in Edmonton AB track client interactions. Is this data really not available? Do I have to lock down my KB behind a login to get this info?
You cannot track individual users or companies from public KB article views. To associate views with specific companies or individuals for analysis, you need to put your KB behind a login so users are authenticated. This way, you can capture user or company IDs and use the data for decay analysis, renewal, and expansion tracking.
For as long as I’ve been in the technical writing world (not long at ALL) it’s seemed best practice that KB's remain public especially for saas companies who’s user base is always ever-growing. For the purpose of understanding behavior and optimizing service -
Most public KB platforms don’t expose article-view data at the company or user level unless the content is authenticated. Anonymous traffic can’t be tied to CRM records because there’s no identifier to match.
So yes—if you need view data mapped to accounts/contacts for decay, renewal, or expansion analysis, you’ll have to require login or use an SSO-based gated KB. That’s the only reliable way to attribute views to CRM profiles.
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