Configure Knowledge search insights for Dynamics 365 Customer Service

The knowledge search analytics dashboard is designed to provide your organization's customer service supervisors and knowledge workers with valuable insights into how your support agents are finding and using knowledge articles.

Note

Knowledge search analytics will not provide information about customer search behavior. Data is only from internal knowledge searches.

Configure the Knowledge search analytics dashboard

To enable the Knowledge search analytics dashboard:

  1. Sign in to Dynamics 365 as an administrator, and go to Customer Service Hub.

  2. In the Change area, select Service Management.

  3. Go to Insights and select Settings. The Insights settings page is displayed.

    Enable knowledge search analytics.

  4. Navigate to Knowledge search and select Manage.

  5. On the Knowledge search analytics page, set the Status toggle to Enabled.

  6. Select Save or Save & Close.

View Customer Service knowledge search analytics reports

The service managers must have the system Administrator, Knowledge Manager, or CSR Manager role to view the reports.

You can see the following reports by navigating to the Service > Insights > Knowledge search analytics page. Search term insights are displayed.

Note

The knowledge base analytics dashboard supports only English content and is available only in organizations that have the base language set as English.

See also

Introduction to Customer Service analytics and insights
View and understand Customer Service analytics and insights in Customer Service Hub
View and understand Customer Service analytics