{"id":31557,"date":"2022-05-13T18:27:46","date_gmt":"2022-05-13T12:57:46","guid":{"rendered":"https:\/\/www.inogic.com\/blog\/?p=31557"},"modified":"2022-05-13T18:27:46","modified_gmt":"2022-05-13T12:57:46","slug":"knowledge-analytics-report-in-dynamics-365-customer-service","status":"publish","type":"post","link":"https:\/\/www.inogic.com\/blog\/2022\/05\/knowledge-analytics-report-in-dynamics-365-customer-service\/","title":{"rendered":"Knowledge Analytics Report in Dynamics 365 Customer Service"},"content":{"rendered":"

Introduction:<\/h2>\n

The \u201cCustomer Service Insights\u201d is now embedded in the Dynamics 365 customer service with the inbuilt AI capabilities. In the previous blog<\/a>, we have already seen the \u201cCustomer service historical analytics\u201d report which helps the service agents and managers to view historical analytics directly within the customer service.<\/p>\n

In this blog, we will have a walkthrough of another such AI-driven out-of-the-box report called \u201cKnowledge Analytics<\/strong>\u201d.<\/p>\n

The knowledge analytics provides two inbuilt dashboards – \u201cSearch term insights\u201d and \u201cArticle insights\u201d – which are designed to provide knowledge article managers with valuable knowledge insights about how the customer support service agents are finding and using knowledge articles while working on any case. This allows the knowledge manager to see historical knowledge analytics directly within the Customer Service which helps to identify searches that are common and surfaces the knowledge base article successfully. It also helps to identify searches where the searched term displayed no results.<\/p>\n

For this, in Dynamics 365 2021 release wave2, open \u201cCustomer Service hub\u201d–> under the \u201cService\u201d area–> go to \u201cInsights\u201d–> open the \u201cKnowledge Analytics\u201d.<\/p>\n

When you try for the first time to view the report after turning on this from the \u201cService Management\u201d area explained later, you might experience the below warning \u201cYour reports are being provisioned. Please allow up to 24 hours for the process to complete.\u201d<\/em><\/p>\n

\"Knowledge<\/a><\/p>\n

NOTE<\/strong>: Though provisioning time mentioned up to 24 hours, it took 3-4 hours while I was configuring. So, this provisioning time may vary for you.<\/p>\n

How to turn on this feature?<\/strong><\/h4>\n

You can navigate to the \u201cService Management\u201d area–>under Insights–>Settings, the \u201cCustomer Service historical analytics\u201d setting is available.<\/p>\n

\"Knowledge<\/a><\/p>\n

If you click on manage then you will observe there is setting available for turning it on.<\/p>\n

\"Knowledge<\/a><\/p>\n

You can refer to this doc<\/a> for more details.<\/p>\n

Once provisioning is completed, the report can be seen in two dashboard formats – \u201cSearch term insights<\/strong>\u201d, and \u201cArticle insights<\/strong>\u201d.<\/p>\n

The following dashboard reports are available for \u201cKnowledge analytics\u201d reporting:<\/p>\n

    \n
  1. Search term insights Dashboard<\/u><\/strong> – By default, the \u201cSearch term insights\u201d dashboard is shown. This dashboard provides the overall summary and insights on how agents are finding and using knowledge articles.<\/li>\n<\/ol>\n

    Need – <\/strong>As a knowledge manager, one should keep an eye on the knowledge base search keyword and make sure it should return appropriate useful knowledge base articles with high success. That means the most relevant knowledge base articles should surface at the top. \u201cKnowledge analytics\u201d report helps in identifying the searches that are most common and also helps to identify the loopholes if any while searching the results.<\/p>\n

    \"Knowledge<\/a><\/p>\n

    \"Knowledge<\/a><\/p>\n

    Filtering<\/strong> – You can filter information by selecting values from the \u201cDuration\u201d attribute. By default, the duration value is set to last 90 days.<\/p>\n

    KPIs<\/strong> – KPIs displayed in the report are \u201cSearch count\u201d, \u201cSearch count over duration\u201d, \u201cAvg. search rank\u201d, \u201cAvg. search rank trend\u201d, \u201cEngagement rate\u201d, \u201cEngagement rate trend\u201d, \u201cRate of no result searches\u201d, \u201cRate of no result searches trend\u201d, \u201cTop 20 search terms\u201d, \u201cTop 20 search terms with no results\u201d, \u201cTop 20 search terms with high avg. search rank\u201d, \u201cTop 20 search terms with low engagement rate\u201d, \u201cSearch volume by application\u201d, \u201cSearch volume by search type\u201d. For more details refer to this doc<\/a>.<\/p>\n

      \n
    1. Article insights Dashboard – <\/u><\/strong>This dashboard shows the overall impact that knowledge management is making on the overall support experience.<\/li>\n<\/ol>\n

      Filtering<\/strong> – You can filter information by selecting values from the \u201cDuration\u201d and the \u201cOwner\u201d attributes. By default, the duration value is set to last 90 days and the owner filtering is set to all.<\/p>\n

      Navigate to the \u201cArticle insights\u201d dashboard as shown below:<\/p>\n

      \"Knowledge<\/a><\/p>\n

      KPIs<\/strong> – KPIs displayed in the report are \u201cViews\u201d, \u201cVisitors\u201d, \u201cAvg. feedback rating\u201d, \u201cViews trend\u201d, \u201cVisitors trend\u201d, \u201cAvg. feedback rating trend\u201d, and \u201cTop 20 most viewed articles\u201d. For more details refer to this doc<\/a>.<\/p>\n

      You can track of the \u201cViews\u201d, \u201cFeedback\u201d and \u201cLinked cases\u201d details through the \u201cAnalytics\u201d tab from \u201cKnowledge Article\u201d entity.<\/p>\n

      NOTE:<\/strong> The report shows the cumulative result of all the \u201cKnowledge Article\u201d records present in the system.<\/p>\n

      For demonstration, I have opened \u201cKnowledge Article\u201d entity record as shown below:<\/p>\n

      \"Knowledge<\/a><\/p>\n

      NOTE<\/strong>: With appropriate data, you will get more accurate visibility\/insights in terms of KPI values and metrics on the dashboard.<\/p>\n

      Few things to keep in mind:<\/strong><\/p>\n