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I would like to be able to see the views to a Knowledge Article created.
I already have it entered as a system job and it rollups every day, but all values are still set to 0 even when I know people have viewed it.
Any suggestions on why this is still not indicating views?
Are you using the knowledge article entity in D365CE? There is a standard field which counts the views of an article, is this field what you are referring to? It is under the analytics tab on the entity.
This should update when an article is viewed. Are you sure the article in question is published, it's linked to records and it's being opened to be viewed?
Yes, this is what i am referring to.
The article is published. But also on the Customer Service Hub knowledge Article view page there is no total either.
You should view knowledge articles in Portal.
Once a visitor(sign in/not sign in) enters any knowledge article content page, a Views by day and location record will be added under the knowledge in Analytics tab article soon, then wait for total Views refreshing.
I refreshed an existing and published article in portal for 4 times.
And total views is also available in knowledge article detail page.
There are 3 portal websites that we can view knowledge articles.
And change some parameters to control display on Portal:
That's the issue. The numbers are not showing even though i have the system job to refresh and rollup every night.
Not sure what other parameters are needed.
Please do following steps:
1.1 There are 2 requests on knowledge article details page source code:
The above one is for updating views record, the below is for retrieving the toal count.
You could check whether those two requests exist on page source code,
1.2 Refresh article detail page and open F12 developer tools to check whether updating request has been sent successfully(200 code stands for success).
1.3 Copy Web API link below and execute it directly in browser,
https://org.crm.dynamics.com/api/data/v9.0/knowledgearticleviews?$filter=_knowledgearticleid_value eq 'knowledge article id'(You can find this id in last position of address bar URL link when you're browsing a specific knowledge article data in CRM in UCI)
A view record shall be generated(when you first enter the article detail page) or the knowledgearticleview value will be updated(when you first enter the page then refresh page)
1.4 If you got no result from above steps, you could remove Access Control Rules on Knowledge Base - Article Details
1.5 If there are not any rules in the tab, you could try reset Portal.
If you could get success from above steps, you could check whether any customization made on the record views subgrid, such as you may have changed view for that subgrid.
Because source code of Knowledge article detail page is not accessible in Portal for us,
so if all of above steps not work,
please open a support ticket.
We can get count for views for knowledge articles from Case form under kb articles section, if we link published knowledge articles to case, and the times we view or open the knowledge articles from that case, we get those many view count.
this is one more way to get count for views for knowledge articles
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