Question

How to view which users viewed a topic

  • 9 November 2023
  • 11 replies
  • 145 views

Currently we can see the number of times a topic has been viewed. Is there a way to see which users viewed a particular topic?


11 replies

Userlevel 4
Badge +2

As far I can know - no, there is possibility for that.

Can I ask why you would like to know it?

Userlevel 4
Badge +1

I am looking for this too, we would use it for targeted engagement and interest in sub topics.  I heard this is something we should be able to do when the data update is released.

Thanks @revote! Similar to Juan, we’d like to use these insights to target our outreach on specific topics, such as our product roadmap.

Userlevel 4
Badge +2

I am not sure but maybe it is possible to use some targeting / personalization tools for that?

Userlevel 2

@bdrivas - Currently, this is not supported. Viewing a topic (to my understanding) is not recorded by the API as a user activity. A practical reason for this would be that if you have a public category that guest users can view, then it may become problematic to track and record views in this manner. I think that this would be something that would require a tracking script, like Google Analytics - but even then may require some additional back-end work to achieve.

 

@Aleksandra - would this be something that our Datalake or other enhancements in this area may be able to handle in the future?

Userlevel 3

@arminfpop @Aleksandra A related question, how does Gainsight PX get around this limitation on CC? I’ve heard if PX and CC are connected you would have access to this data.

Userlevel 2

Hi, @security_lion! Apologies for the long delay in me replying.

 

Short answer is yes, this is possible. I partnered with @MBragle, who recently wrote a great CC<>PX connector article and can offer some more specific insights into your question. 

Userlevel 3

@arminfpop thank you! Just checked out the article 😀
Any chance you’ve heard from @Aleksandra on the data lake portion? It would be really helpful to see a side-by-side comparison of what data is available via the PX integration vs CC data lake.

Userlevel 2

@security_lion - you can check out this doc to see all the data available in the CC data lake. I do not have a side-by-side comparison between PX and CC, but I hope this is helpful. 

Userlevel 3

You rock, thanks @arminfpop . If there is a similar sheet available for PX I’m happy to make the comparison available for the community.

Userlevel 2

Hi, @security_lion! Here are a few things for you to take a look at. I was not able to track down a unified document, but hopefully the following items are helpful.

  1. You could track views by adding that topic to the product map, either via click event or custom event. Then, you would be able to tell which users are triggering that event (based on attributes in the identify call).
  2. You can take a look at this support article to learn more about Product Mapper.
  3. This article goes into some detail around bulk exporting custom reports from PX

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