Idea ID: 1675272

Extended functionality/search options for Hot Topic Analytics for Knowledge

Status : Declined
over 2 years ago

Customers requests need for more detailed information in the hot topic analytic. Today they see the frequent search in the service portal, and the request created. They would like to see the trends for articles, requests and search, over time and in combination, not only the actual hit number.

Customer also asks for more detailed information, like:

  • where did the user come from before reading an article or created a request (did they search or choose from category tile)?
  • if a user read an article, does the user end up creating a request?
  • the articles popularity over time (is one article about payroll more popular during end of month)?