View details about the top 20 knowledge base articles

In the Knowledge Optimizer dashboard view, the Top 20 Articles tile displays details about the most popular trending articles used in the knowledge base for a specified time frame. This information helps you analyze the effectiveness of your knowledge base articles.

Click an article to open it in the Article View.

Click the image to enlarge.

Knowledge Optimizer article view

The article view displays the following information:

  • The query
  • The number of times that customers asked this question 
  • The article’s answer
  • Other queries that this article answered

With these details, you can review and determine if you should make changes on articles in the knowledge base.