Knowledge Base Dashboards & Reports

What do you like best?

This package provides reports and dashboards that help you monitor your knowledge base. For example, you can compare article ratings and views, analyze recent activity by authors, and determine which articles are helping solve the most cases.

I was very worried when my team asked me to create Reports and dashboards for Knowledge. I was thinking that I will have to spend a lot of time to create it but after installing this app, I am the happiest person in the world. It hardly took me 5 mins to install it.

This app gives you all combination of Reports and Dashboards you need for a Knowledge Base.

What do you dislike?

1 - The package is managed, which means you cannot modify the templates with the custom fields from your articles. This is a complete non-starter for an enterprise implementation with complex article content fields. A KB Reporting guide with instructions would have been more helpful.

2 - The Knowledge Implementation guide doesn't outline that standard report types do not exist for any of the objects enabled upon activating Knowledge.

3 - There is no install guide that goes along with the package that helps you understand the interplay of the objects and what limits you have around the data you're seeing, e.g. rating and view data doesn't segment by time period, it is absolute.

Overall, it's helpful as a complete start but likely takes more time to understand its shortcomings than it would have been to follow a Knowledge Reporting guide and configure the Report Types by myself since I couldn't use the ones enclosed in this package.

Recommendations to others considering the product:

Which Articles are being used, which are useful, which are highly rated or attached to Cases? I added this as my recommended Free App of the week on my blog, so 5 stars from me.

What problems are you solving with the product? What benefits have you realized?

1 - It helped me understand the data model around the KA vs. KAV and articletype_ka vs articletype_kav objects as well as the other related objects.

2 - I basically copied the configurations to make my own and include the custom fields for the articletype_kav report types so I could report based on article content and/or custom metadata in new fields.