View knowledge logs
Knowledge logs display information about which users have viewed knowledge articles, what they looked for, and where.
Before you begin
Role required: knowledge_admin, knowledge_manager
About this task
Knowledge logs capture information from all the available sources where users can access knowledge articles, such as Customer Service Portal, Knowledge Management Service Portal, Now Mobile, Agent Workspace, and Knowledge Management v3.
Note:
Starting with the Washington DC release, the Knowledge Management v3 homepage (com.snc.knowledge3) is being prepared for deprecation in the future Y release. It is replaced by the Knowledge Management Service Portal (com.snc.knowledge_serviceportal), which is active by default for customers on Madrid and later releases. For more information about the new experience, see Knowledge Management Service Portal homepage features.
Procedure
Navigate to All > Knowledge > Administration > Search Log or View Log.
View the Search or View logs.
| Log | Description |
|---|---|
| Search Log | View records of the search source, search terms, the highest click rank, and the number of search results of knowledge searches from all the available sources where users can access knowledge articles. The Search log displays data from the Knowledge Searches \[ts\_query\_kb\] table. For more information about the search source, see View the source of a knowledge article search. |
| View Log | View records showing who has viewed which knowledge articles, who has attached a knowledge article to a task and when, and identify final search terms when the type-ahead search suggestions feature is enabled. The View log displays data from the Knowledge Use [kb_use] table.Note:
|
- Search Log fields and description
The knowledge search log stores the history of all knowledge searches performed by the users. - View Log fields and description
The knowledge View log stores the history of knowledge articles views and their usage. - View the source of a knowledge article search
Analyze knowledge searches by finding the source used for searching a knowledge article. - Modify the data retention policy for View logs
Remove unwanted and older data from the Knowledge Use [kb_use] table through the data retention policy.
Parent Topic:Configuring Knowledge Management