Analyze Salesforce help usage

How to check if and how Salesforce help is used?

Ksawery Lisinski avatar
Written by Ksawery Lisinski
Updated over a week ago

When you have prepared sufficient Salesforce help and have given access to all your users, you can start tracking how the help is being used by end users.

Article outline

  • Prerequisites

  • Upvoting or downvoting provided help

  • Help analytics on rollover

  • Aggregate analytics on object level

  • Reporting on all help insights

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  • Space admin rights

  • Enterprise license plan

  • All required end-users have accounts in Elements

  • Two-way SSO between Salesforce & Elements is enabled

Upvoting or downvoting provided help

End users can upvote or downvote provided help - whether it is a process diagram, a URL or a rich text note.

Each user has only one vote per provided help material but they can always change it. This way, if the user has downvoted a particular help topic they can upvote it when it gets improved. 

Help analytics on rollover

As an admin you can then check upvotes to downvotes ratio on each help attachment as well as the number of views and other useful metadata like who created it or who last updated it by simply rolling over the help in the right sidebar.

Aggregate analytics on object level

You can also check aggregate analytics on the object level (you can see it either in the org model or in Salesforce setup with the extension). Open the Details tab and scroll down to see the help rating on an object & its sub-nodes (fields & record types) as a donut chart:

Click on "Show help views over time" to see the aggregate view history of help on this object, its record types & fields. You can see this history by different help types:

Reporting on all help insights

If you want to conduct some additional analysis or quickly scroll through insights on all attachments just generate a report on help documentation usage:

The report lists all help available in Salesforce with the API names of the parent nodes, number of views, last view dates, number of upvotes, downvotes, number of open feedback on the parent nodes, and other useful information. 

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