Analyze knowledge searches by finding the source used for searching a knowledge article.

Before you begin

Role required: knowledge_admin, knowledge_manager

Procedure

  1. Navigate to All > Knowledge > Administration > Search Log.
  2. View the following data for a search record in the corresponding column of the Search log.
    Table 1. Search source details
    ColumnSearch record data
    Source Doc Source record in the source table.

    For example, Problem: problem_number, Case: case_number, Incident: incident_number, Service Portal: Customer Support
    Source Table Label and name of the source table.

    For example, Knowledge [kb_knowledge], Service Portal [sp_portal], Case [sn_customerservice_case], Incident [incident], Problem [problem], KCS Article [kb_template_kcs_article]
    Source Type Application where the knowledge article search was performed.

    The Source Type column is set to one of the following values:

    • Portal: Service Portal application
    • Classic: ServiceNow AI Platform application
    • Workspace: Agent assist in Workspace
    • Knowledge Classic: Knowledge Management v3 or v2
    • Other: Unidentifiable source
    Source URL URL of the searched text query.