Search Effectiveness
Median time-to-first-click, zero-result rate, click-through-rate at top-3 / top-5 positions, abandon rate (search with no click). Split by Source (HelpCenterPortal vs. HelpdeskWidget) and ViewerType.
Search and self-service
Help customers and support agents find the current answer they can access.
CurrentPublic
| Title | Summary | Content Type | Published At | Reading Minutes |
|---|---|---|---|---|
| Current av-790 | SMM-949 | HowTo | 05 Sep | 15 |
| Current av-212 | SMM-438 | Troubleshooting | 10 Sep | 85 |
| Current av-838 | SMM-522 | Reference | 17 Sep | 60 |
| Current av-445 | SMM-960 | Policy | 10 Sep | 80 |
| Current av-887 | SMM-440 | FAQ | 05 Sep | 120 |
| Current av-374 | SMM-824 | ReleaseNote | 12 Sep | 55 |
Search the answer customers can read
The help center searches published article versions and their frozen tags. Titles, summaries and snippets come from the same approved answer the reader will open. Working drafts are excluded, even when an existing article is being revised. Customers can browse a clear category structure, search for a question and follow a related answer without needing access to the authoring workspace.
The same rule applies across search, the API, direct links and downloads. A result should never advertise internal content and rely on the next click to hide the body. Current category restrictions apply to every ancestor, and an article cannot override an internal-only parent to become public. Hidden categories also prevent public delivery.
Understand the search journey
A recorded search keeps its source, permitted audience and result count. A click records the version actually opened and its position in that result set. The observation helps the team distinguish a query that found nothing from a query whose answer was available but not selected. Repeated event delivery is deduplicated, so a retry does not inflate query or click totals.
Query text and session identifiers are governed telemetry. Personal details are redacted from analytical projections, and ordinary readers cannot browse another customer’s search history. Completed observation windows provide the basis for click and abandonment measures. A content change or new search provider should be checked against the full reading path, including a phone, an internal-only article, a withdrawn version, a related target and an attachment. Useful search depends on both relevance and delivering the answer the reader is actually entitled to see.
Modules
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Article authoring
Turn a useful answer into a structured draft with the context readers need.
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Review and publishing
Approve the exact article revision and publish a frozen version.
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Search and self-service
Help customers and support agents find the current answer they can access.
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Content gaps and feedback
Turn unanswered searches and reader feedback into accountable content work.
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Knowledge maintenance
Keep review dates and broken-link work visible after publication.
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Helpdesk and insights
Reuse support answers and measure what happened after customers read them.
Reports
All reportsRoles and permissions
Owns knowledge coverage, required review policy and publishing decisions.
Drafts and maintains assigned knowledge articles.
Searches approved knowledge while helping customers.
Finds and rates current public answers.
Related processes
Draft to published answer
Move an exact article revision through the required reviews into publication.
4 stages · 1 approval
Search to useful answer
Deliver the permitted published answer and capture its actual reading context.
4 stages · 0 approvals
Content gap to reviewed update
Turn search gaps, ratings and overdue review into a published improvement.
4 stages · 1 approval