My company wants to obtain more granular analytics on Service desk KNowledge base article views than the aggregate vague options offered out of the box in service desk report tab. Specifically, I also want to know what articles are getting viewed and utilized so that we can make adjustments to those articles to reduce the number of issues that our customers may log pertaining to those topics which can be resolved with self help article.
- what the search terms they use are
- which articles they navigate to after searching
- which are the most viewed articles
- votes on a particular article showing it was used and useful.
