Are you interested in learning where your knowledge base users are coming from? Want to know which articles are most popular? Would you like to better understand what search terms users are entering to search your knowledge base? Google Analytics is a powerful (and free) web analytics suite. It allows you to track and analyze traffic to your knowledge base. Google Analytics will work on public knowledge bases, private knowledge bases, and knowledge bases with mixed public/private content.
In this tutorial we'll cover how to set up Google Analytics in your knowledge base and get started reviewing Google Analytics data.
Step 1: Sign Up for Google Analytics (GA)
To get started tracking your knowledge base metrics sign up for Google Analytics: https://analytics.google.com/analytics/web/provision/?authuser=0#provision/SignUp/
You'll need the following information to sign up: the Account Name you wish to use, your Website Name and your Website URL. Once you've entered this basic information click Get Tracking Code.
If you already have a Google Analytics account you can add a Property by going to Admin and selecting Create new property in the Property dropdown menu.
Step 2: Paste Your GA Tracking Code in Your Knowledge Base
Copy your tracking code from the opening to closing script tags and head over to your knowledge base in KnowledgeOwl.
Within KnowledgeOwl go to Settings > Style and click the Custom <head> tab. Paste your new Google Analytics tracking code in this field. It doesn't really matter where it is in relation to the rest of your content. If you have a developer managing these aspects of your knowledge base you can check with him or her to see if they have a preference. Click Save once you've pasted the code.
Now, head back to Google Analytics to check that the code is installed. The Status: Tracking Not Installed will disappear.
That's all it takes to start tracking traffic to your knowledge base in Google Analytics.
While we're by no means Google Analytics experts, we have a couple of tips and tricks to get you on you way. Check out Google Analytics Help to learn more!
Setting Up Site Search
Would you like to better understand what search terms users are entering to search your knowledge base? Set up Site Search!
Go to Admin and find the Property and View for which you wish to turn on site search. If you just signed up for Google Analytics, you will only have one Property and View. A Property is a Website URL you are tracking. Each Property then has a default All Web Site Data View; you can create custom views if you wish.
Under your selected View click View Settings. Scroll to the Site Search Settings and toggle Site Search Tracking to On. Once the Site Search is enabled, you'll need to define the Query parameter. As you can see in the below example seach KnowledgeOwl appends search term with the query "?phrase."
So you'll need to enter phrase, lower case, in the Query Parameter field.
We recommend checking the option to Strip query parameters out of URL as well. This will prevent the search results pages from being tracked as traffic in your Google Analytics reporting. Click Save when you are finished setting up Site Search.
Reviewing Search Terms
Once you have Site Search set up, click the Reporting tab and scroll in the left menu bar to Behavior > Site Search to start digging into your users' search terms!
Reviewing Page-Specific Traffic
While KnowledgeOwl has a Popular Articles feature in the Reporting suite, if you'd like to get a more in-depth view of page-specific traffic in your knowledge base go to Behavior in the left menu bar and click Site Content.