Plan requirement
| Subscription | Suite Professional or higher |
| Access | Admin |
The standard dashboard covers views, searches and votes. What to look at first, and what to ignore.
Find it
In Explore, among the standard dashboards. It reports on your help centre without any building.
What to look at first
- Searches with no results. The list of articles to write, in customers' own words.
- Most-viewed articles. Not because popularity is interesting, but because those are the ones worth keeping current.
- Least-viewed. Badly titled, badly placed, or answering nothing.
What to hold lightly
Total views. It rises with traffic and with marketing, and it says little about whether the help centre works.
Vote percentages, for the same reason as always: articles about frustrating problems score badly regardless of quality.
Compare periods, not absolutes
A single month's numbers mean little on their own. Month against month tells you whether something changed, and change is where the information is.
The number that is not there
Whether publishing an article reduced tickets on that subject. That is the actual purpose of a knowledge base, and connecting the two takes a report of your own: ticket volume by subject, before and after.
It is also the only number that justifies spending time on articles to anybody holding a budget.
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