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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Knowledge base article...
Service | Customer Service, Contact Center, Fie...
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Knowledge base article views count

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Posted on by Spittelau 15

Hi,

I have several published articles under a Knowledge Base in D365 Customer Service. I'm using a quite OOB solution for them and I'm aware that each article has a column "Views" that is intended to shown the number of times articles are viewed.

My problem is that column only counts the number of times articles are viewed from a related entity (such as Cases), and not the times articles are viewed when users access it directly from the Knowledge Base entity.

Do you know what I can do in order to have Dynamics counting not only the views made from related entities but also the views made directly in the KB? I guess I may be missing some parameter or something like that...

Thanks and regards!

  • ba365guy Profile Picture
    ba365guy 2,948 on at
    RE: Knowledge base article views count

    Glad it worked out.

  • Spittelau Profile Picture
    Spittelau 15 on at
    RE: Knowledge base article views count

    Hi ba365guy! It did but we only end acceptance tests today :) Marking your answer as verified in follow!

  • CRMJetty Profile Picture
    CRMJetty 3,508 on at
    RE: Knowledge base article views count

    Hello Dear,

    Greetings of the day!

    In regards to your concern, You can increment counter on form load event of MS Dynamics Form.

    I hope it helps! Let me know in case of any other concern.

    Kind Regards,

    CRMjetty

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

    Dynamics CRM Customer Portal

    Dynamics CRM Customer Portal

    Dynamics CRM Customer Portal

  • ba365guy Profile Picture
    ba365guy 2,948 on at
    RE: Knowledge base article views count

    Hi Spittelau

    Did it work for you?

  • Spittelau Profile Picture
    Spittelau 15 on at
    RE: Knowledge base article views count

    Hi ba365guy,

    Thanks for the tip. We're trying it and I'll write here about the result!

  • Verified answer
    ba365guy Profile Picture
    ba365guy 2,948 on at
    RE: Knowledge base article views count

    Hi Spittelau

    One workaround is as follows:

    1. You can add a new field(type: whole number) to knowledge base article

    2. Increment value of field on every page load using javascript. This will give you count of views directly from knowledge base article entity

    3. You can use addition of OOB field and the new field to calculate the total views for your requirement.

  • Spittelau Profile Picture
    Spittelau 15 on at
    RE: Knowledge base article views count

    Hi Leo Zhang. Thanks for your answer. I'll log this as an idea if noone else replies!

  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at
    RE: Knowledge base article views count

    Hi partner,

    As I know, this views count only calculate the counts that users view this article outside without open this article record. Such as when we view this article from case knowledge base search, portal, the count will upgrade.

    This count is based on the knowledge articl View entity which is by design.

    pastedimage1576220798070v1.png

    I suggest that you could raise an idea to Microsoft Product Team for this feature.

    Hope it helps.

    Best Regards,

    Leo

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