Unique visitors who viewed help content makes up half of the Self-Service Score calculate.
I would love to see Total Views of Help Content added as well. There’s no easy way to track this within a specific time frame via content exports, and the Content Dashboard can’t help with this either (cuts off at 100 rows, can’t differentiate answered questions vs open questions, no easy way to total).
It seems that the views of help content is being tracked within a time period, as it’s part of what determines the Unique visitors who view help content.
Use case: Different ways of measuring self-service success and calculating community ROI. Self-service score is one way to look at it. But looking for increased consumption of help content is another way to measure and show self-service and the value it brings the business.
