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How is the KC Bot driving value to your business? 

 

 

First thing’s first - you need to map it in order to answer that question!  Below I have provided instructions with the help of our amazing data analyst @Pau.Orti. Thanks, Pau! :)

 

Once you have KC Bot mapped, you can tell stories such as…..

 

Increased User Retention: 

Using Retention Analysis Report in PX to showcase that users who are engaging with your KC Bot are returning back to your product at an exponential rate! 

See example below - In BLUE you will see ALL user % over the quarter of 12 weeks who are returning to the product vs. in ORANGE are users in the FILTERED section (Users who click on Feature KC Bot GREATER than 5 times.  The % of Users who meet the filtered criteria are returning to the product at a near 40% Higher rate! 😮

 

 

 

 

⬇INSTRUCTIONS TO MAP KC BOT BELOW⬇

 

Here’s a quick step-by-step guide on how we mapped our very own Gainsight Customer Communities KC Bot:



 

  1. Locate the KC Bot Icon: Right-click on the KC Bot icon and select “Inspect”.

 

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  1. Inspect Element: A panel will open on the right, highlighting the element’s code.

 

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  1. Find the Class: Zoom into the relevant code and look for the class parameter. Choose one of the classes listed; it doesn't matter which one as long as it’s unique on the page.


 

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  1. Verify Uniqueness: Copy the class name and paste it into the search bar (shortcut: Command + F) to see how many times it appears. It should appear only once.

 

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  1. Select Another Class if Necessary: If the class appears more than once, select another. Move to the nearest “div” and repeat the uniqueness check.

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  1. Create a Feature in PX Application: Go to the PX application, add a Feature to your Product Feature Tree, and name it.

 

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  1. Set Up UI Element Rule: Inside the feature, click on “UI Element Rule”.


 

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  1. Configure URL Details: Expand the URL Details, enter the URL from where the event is triggered, and use a wildcard * for variable parts of the URL.

 

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  1. Add Selector: In the Selector - Custom field, prepend a period to the class name (e.g., .apt-widget-controller-content) to indicate it’s a class. Save your changes.

 

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  1. Test the Event: To verify if the event is working, use Account Explorer to find your user, trigger the event, refresh the page, and check if the event is captured.

 

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  1. Back-fill Event Data: To capture historical data, go back to the product feature tree, edit the event by clicking the pencil icon, and select “Start Backfill”.

 

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What are some really cool use cases/outcomes you’ve seen with the KC Bot??

Your post is just in time!  We have an announcement to tell new people about the self-help (KC bot), and I want to use a funnel so that I can check  whether we are driving people to the self-help.

Love to hear it @mmarques !  My spidey senses must have been tingling 🕷️ 🤣

 

@kathleenkenny23 - Is there any reason to use a UI element selector other than  .apt-widget-controller-content?  I inspected a few of our KC bots, and don’t see anything different. 

@mmarques I asked a couple of our technical experts  @link_black and @rschlette 

 

Rob:

That’s one option. I’d use the parent div’s #apt-widget-controller id instead, but it should be the same result as .apt-widget-controller-content in this case

Link:

I usually use "#apt-widget-controller" too, but either will work fine.

 

Hope this helps!

Thanks, @kathleenkenny23!

Any time 😉

@kathleenkenny23  - We’re now starting to use the recommended content feature, and I want to track whether people are clicking into recommended content. I tried inspecting and product mapping, but I’m not seeing any results (even from my own clicks).

Does the recommended content feature map to recommended-content-card-title?  Or is there a different selector to capture people clicking in?

@mmarques It is not currently possible to map/instrument a PX Feature for any KC Bot content/engagement/screen clicks.   However, KC Bot Analytics does track these interactions.

 

This seems like a good Product Idea to post for others to comment/upvote and for our PX Product team to consider supporting in the future.

@link_black - KC bot analytics shows me what KC bot recommended content was used. But it doesn’t tell me how much people opened the recommended content. It’s also useful to know if people look and don’t find anything that would help.

 

Are you suggesting that I post the idea for being able to track this? 

@mmarques correct, KC Bot Analytics will only show which Recommended content was used and how often. 

 

I agree that knowing how many times the Recommendation panel was opened could/would be valuable too, but that is not available in KC Bot Analytics.  That would be a KC Bot Analytics enhancement request on the Ideas section and would probably be more likely for our PX Product team to implement soon.

 

And, I can also see value in being able to map a Feature in your Product Map to something that a user does inside KC Bot too, not just clicking the Recommendations panel, and that is also not available.  That seemed to be your original ask, so posting that as a new Feature request on the Ideas section could help.

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