Knowledge search historical analytics
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | 
Oct 1, 2020 |
- | - |
Business value
Understanding what agents are searching for while helping customers can help organizations improve the content of their knowledge base, which improves all agents' ability to help customers.
Feature details
Knowledge search historical analytics highlights what agents are searching the knowledge base for most, to inform organizations of what articles might be needed to help customers. The knowledge search report features the following views and metrics to inform improvements to the support knowledge base:
- Search Term Volume
- Search Term Average Click Position
- Search Term Engagement Rate
- Top Search Terms by Volume and other KPIs
- Searches that return no results
- Searches with low engagement rate