Using a Knowledge Base is a smart way to ensure your employees have constant access to company information or any important matters in one place. It allows employees to find the information they need and minimizes back-and-forth communication. The insights capability is a great way to understand if, who, and how often your employees use the resources you've created for them. Let's dive deeper into this!
This article will cover:
Accessing the Knowledge Base Insights
To access the knowledge base insights:
Login to your admin dashboard as usual
Access the Knowledge Base feature from the left sidebar
Select the relevant knowledge base
Click on Overall Statistics to understand the insights of the base, or in each folder and individual file to view its specific insights
That's it!
Leveraging the Knowledge Base Insights
Now that you've learned how to access the insights of your knowledge base, let's explore the information it provides and how to manage it to leverage its potential to the best of its abilities. As mentioned before, the insights are not only available for the knowledge base as a whole, but also for each existing folder and file within it.
The first information available is an overview of the activity, displaying the percentage and number of users who viewed it at least once, alongside a graph displaying the development of views in the last month.
Right below the overview, you can see a list breaking down the users who have been assigned to it. For each of them, you'll know how many times they've viewed the knowledge base, folder, or file (depending on which insights you are looking at) and when it was the last time they've seen it. Feel free to use the search bar to find any particular users you need.
💡Tip: To add more user information to the list, click the columns icon at the top right corner and include any extra details, as illustrated above.
This can be beneficial to keep track of and ensure the necessary users have accessed and seen the information provided and have been keeping up with any updates you add over time. Additionally, you can use certain capabilities to help you manage this list of users: filters, actions, and export.
Filters - click the filters button on the left side to narrow down the list by smart groups, last viewed, total views, and other user details.
Actions - The actions menu is ideal for taking actions based on the insights provided. Select one or multiple users, then open the actions menu where you can choose to:
Tag users - tagging users is a good option if you'd like to keep a record of who has not viewed the knowledge base, who has not stayed updated over time, or who uses them the most.
Notify - this option sends the user a push notification with the custom message you write.
Send chat message - this option is great for sending a message to each selected user privately.
Create team chat with selected - great to message a few users together, especially useful when you wish to send it to a lot of users. There is no need to open an individual chat with each where they might later reply and you will need to open each different chat.
Create task - when you want to ensure a file or folder is viewed, create a task with a deadline for users to complete.
Export - with a simple click, you can export the list of users in an Excel file.
The final export will look similar to this:
*The Knowledge Base Insights capability is available from the Basic plan under the Communications hub*
Related Articles
Need more guidance? 🙋 Our LIVE support team (at the bottom right corner of your screen) to ANY question.