Knowledge Base Reports

Knowledge Base reports provide insights into article usage, performance, and user feedback within your Client Portal. These custom reports help you track which articles are most helpful, identify content that needs improvement, and monitor overall Knowledge Base health.

There are two types of Knowledge Base reports available in the Analysis application:

• Knowledge Base Report - Provides comprehensive data about articles, including creation dates, ownership, and publication status
• Knowledge Base Feedback Report - Tracks user feedback responses to help identify which articles are working well and which need improvement

In this article, we'll cover:

• Available Knowledge Base Reports
• Creating a New Knowledge Base Report

Available Knowledge Base Reports

Knowledge Base Report

The Knowledge Base report source allows you to create custom reports based on Knowledge Base articles in your Client Portal. This report type provides detailed information about each article, including metadata, publication status, ownership, and performance metrics.

Key use cases:

• Track article creation and modification dates to identify outdated content
• Monitor which articles are published versus in draft status
• Identify articles that need review based on 'Next Review Date'
• Analyze article counts by category or owner
• View associated services and assets/CIs linked to articles

Knowledge Base Feedback Report

The Knowledge Base Feedback report tracks responses to the "Was this helpful?" question displayed at the bottom of each Knowledge Base article for authenticated users. This feedback helps managers and article owners identify which content is performing well and which articles need improvement.

Key use cases:

• Identify articles receiving negative feedback that may need revision
• Monitor unaddressed feedback to ensure user concerns are being reviewed
• Track which articles are consistently helpful to users
• Analyze feedback trends by article category or time period
• Link feedback to specific ticket submissions for follow-up

Create a New Knowledge Base Report

1. In the Client Portal, click your name in the top right and select TDNext.
2. Click the View Applications button, then select Analysis.
3. At the top of the Analysis dashboard, click Reports and select New Report.
4. Select Knowledge Base Report or Knowledge Base Feedback Report.
5. Set up your report parameters.
6. Click Save and Run to view your results.