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Report on Keyword Searches To Enable Adding of More FAQs

Archived Paul Hopkins 4 years ago

I have been using knowledge base software for many years, such as Kana and Right Now (now Oracle Service Cloud) and one of the strong reporting assets is that they report on keywords typed into the knowledge.

As well as this they show the count and the number of FAQs available for the search term which allows you to populate missing FAQs to drive a better customer experience and deflect more customer contacts.

I am liking your platform but this is one of the key requirements for any solution I choose.



Replies (3)


Hi, Paul,

thanks for sharing a great idea with us.

We'll add it in our roadmap for the future releases.


Thanks for response. :0)


Glad to announce that this is partially done in our Search Insights report of Analytics.

More details could be checked in Analytics Overview in UseResponse

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