How to analyze Service Portal knowledge searches

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

To analyze how Service Portal users are searching for information on the Service Portal, you can use the Hot Topic Analytics page in the Knowledge Management module.

From the main menu, select Build > Knowledge > Hot Topic Analytics.

The hot topics map displays the most interesting areas for analysis, by keyword. The top 30 corresponding records are listed on the right.

You can:

Filter the records by questions asked, requests submitted, or by user searches.
Enter keywords in the search bar to search for an area that you think would be of particular interest to your Service Portal users. For example, type mobile or Windows 8.
Click any area of the map to drill down into that area further. To show the complete map again, click Clear.
For user questions: Click the Add filter button to filter the records by their creation date.
For requests: Click the Add filter button to filter the records by their creation date, phase ID, or service.
For user searches: See how many Service Portal users performed a search using the same keywords, and see how many times the users drilled down into the generated search results. These numbers are calculated every hour, on the full hour.

Hot Topic Analytics analyzes only those requests that are not linked to offerings.

To drill further into a record's details, click the record. The details appear on the right.

To view the full record, click the View Details link.

Click Back to return to the hot topics map.

To create a knowledge article from the questions, requests, or user searches, see How to create a knowledge article based on Service Portal user activity.

To create a support offering from the questions, requests, or user searches, see How to create an offering based on Service Portal user activity.