Do you record the query a customer types when searching the portal/knowledge base?
Question asked by Anthony Haniff - September 22, 2014 at 6:38 AM
Answered
Many Thanks
 
Anthony

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Derek Curtis Replied
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Hi, Anthony.
 
I suppose the proper answer for this is "sort of." While the entire query isn't itself saved, SmarterTrack does offer a report on "KB Searches Without Results" that breaks down queries into individual words, shows the number of searches for that word and the average number of results returned. There's also a report on "KB Searches Without Views" that does something similar, showing searches customers have performed but, for whatever reason, didn't show relevant results.
 
Using these reports, you can find keywords that users are searching for and then manage your articles accordingly; either creating new articles or adjusting your keyword density within existing articles to show more or better results.
 
I hope that helps.  
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278
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Thank you Derek, 
 
much appreciated. Can you tell me where you access this report?
 
Many Thanks
 
Anthony
 
 
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Derek Curtis Replied
Employee Post
No problem, Anthony. The reports are available by logging in to SmarterTrack and going to the Reports area and expanding the Knowledge Base category. The 2 reports I mentioned should be listed in the middle of the list of available reports.
Derek Curtis
COO
SmarterTools Inc.
(877) 357-6278

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