It’s important to know how your content is performing, so that you know how to improve it. On your Articles report, you’ll quickly see which articles to write next, what’s popular and most importantly, which articles need improving.

Get insights on which keywords are driving more and better results, as well as searched keywords with no results, and know which articles triggered the most conversations and negative reactions.

You'll find the report by going to Reports > Proactive support > Articles.

Then toggle the date range at the top to see how your content has performed in the time period you'd like to measure.

The first thing you’ll see in this report is an overview of unique visitors, and article views:

The count on the left is the total number of unique people who have viewed at least one Article in your Help Center.

Article views is the total number of Article views in your Help Center. This includes articles viewed by the same person multiple times.

For a deeper understanding of how your customers interact with your content, you’ll find two other filters at the top of the report:

Choose visitors, leads, users, or a combination of the three and get a better idea of who is engaging with your content. Some questions you can answer, and next steps to take:

Choose Help Center or Messenger and see exactly where your articles are being read. This filter is particularly helpful when used in conjunction with the audience filter:

If you select Messenger in the location filter, you'll see one more filter added; All articles.

This filter gives you another level of zoom to understand how your articles are being used.

Scroll down and you’ll see the ‘Article engagement’ section - this shows you the number of people who viewed an article and if they had any reactions or conversations for the period selected. Simply select whichever heading you’d like to sort the results by:

If you support multiple languages in your Help Center, the data in this report is an aggregate of views, reactions, and conversations on all language versions of each article.

Filter article engagements to show only articles that received a certain amount of viewers. For example, filter by articles with “Viewers greater than 10” to see your most popular articles in the selected period:

Drill down further by adding another filter. For example, you could filter by articles with “Negative reactions greater than 1” to quickly identify popular articles that may need your attention:

You can also view article reactions and conversations as a percentage of the number of people who viewed the article over the selected period. This is useful for seeing patterns, for example, you might see a correlation between negative reactions and conversations started.

Explore article engagement further by clicking on the article title to access a drawer with the article’s overall engagement:

Scroll down in the drawer to see specific “Customers who replied” to an article (conversations). You can click on each reply to find out why they started a conversation after viewing the article:

Further down the report you will find the ‘Search with results’ section - this shows you the performance of keywords searched by your customers and helps you identify which keywords are driving better results.

You can filter these keywords for the period selected by:

For example, you can identify high performing articles by their click-through rate:

Click on a keyword to access a drawer showing the articles that appeared in the search results. You can see each article’s engagements (Views, Reactions and Conversations) and how high the article ranked in the search results:

This view is great for spotting articles that have ranked highly in the search results but might be getting mixed reactions because they’re not providing the information customers are looking for.

As an example, you could take corrective action after identifying an article ranks high in the search results for the keyword, but it has received mixed reactions and started lots of conversations:

If you need to export all the searches completed by Users and not just the keywords above, we don't have an out-of-the-box solution for this however you should be able to gather search terms via Google Analytics by looking the terms in url parameters ?q= in URLs.

Exporting that raw data using the URL's query parameters in Google Analytics should enable you to view every search term typed into your Help Center's search tool, as search queries will always appear after ?q= in the URL bar after a search is performed in your Help Center.
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You can exclude specific terms from the search section of the articles reporting page. This is because some search terms may contain typos or they may not be reflective of actual end users searching. Just hit the 'x' button in the action column to remove the search term!

The ‘Searches with no results’ section of the report shows you which terms customers searched for most, but didn’t find any results. You should write an article for each topic customers would find useful.

Your Articles report gets updated once a day (midnight for your timezone).

There’s a bunch of simple ways you can improve your content from the data you see in your report. We’ve written these best practice articles to help you: