Practice knowledge base metrics vocabulary: helpfulness ratings, time on article, self-service questions, deflection rate, article views, and most-viewed articles.
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At the bottom of each article is a prompt: 'Was this article ___?' This metric measures user satisfaction.
Article helpfulness rating is collected through a simple feedback prompt ('Was this article helpful?'). It provides direct user-sentiment data about which articles are solving problems and which need improvement.
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Analytics show low ___ on article for the password reset guide — users leave in under 10 seconds.
Time on article is the duration a user spends on the page. Very low time (a few seconds) suggests the user quickly decided the article was not relevant. Very high time may mean the article is unclear. Context matters — a quick answer is fine if it resolved the issue.
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The KB platform asks after each article: 'Did this ___ your question?' This drives self-service metrics.
'Did this answer your question?' is a post-read survey that captures intent resolution. When users say no, they may submit a follow-up query or open a support ticket, providing data on which articles leave users unsatisfied.
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The support team tracks ___ rate to measure how often the KB prevents users from opening a support ticket.
Deflection rate measures how many support tickets were avoided because users found their answer in the KB. A high deflection rate means the KB is reducing support costs. It is calculated by tracking whether a user who visited the KB subsequently opened a ticket.
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The monthly report shows article ___ per month for the top 10 articles. What does this metric count?
Article views per month counts how many times each article page was accessed. High-view articles are critical — they need to be accurate, current, and well-written. Tracking views over time also shows whether newly published articles are gaining adoption.