Last updated: 2022-10-03

Source: https://support.freshdesk.com/support/solutions/articles/50000002318-understanding-the-knowledge-base-dashboard

The knowledge base dashboard enables managers and agents to understand the status of all the articles in the knowledge base at a quick glance. This can help them make a call on how to plan and allocate resources to manage the knowledge base effectively.

A quick guide to working with the knowledge base dashboard

  • To access the knowledge base dashboard, go to the Dashboard tab

  • Click on the dashboard menu icon to access the knowledge base dashboard available under the list of default dashboards

  • The dashboard consists of multiple widgets displaying the data of the knowledge base articles

  • The data displayed in each of these widgets changes according to the product or language you choose on your dashboard

  • There only two widgets that display data specific to the agent accessing the dashboard and other widgets display the data for all articles
  • The below table explains the different widgets available along with its scope and the plan in which they are available
    • WidgetsData displayedScopePlan
    CategoriesTotal number of categoriesAll articlesEstate
    FoldersTotal number of foldersAll articlesEstate
    ArticlesTotal number of articlesAll articlesEstate
    Article feedbackTotal number of feedback received for all articlesAll articlesEstate
    DraftsTotal number of articles in draftAll articlesEstate
    PublishedTotal number of articles in published statusAll articlesEstate
    In reviewTotal number of articles in review statusAll articlesForest
    ApprovedTotal number of articles in Approved statusAll articlesForest
    OutdatedTotal number of translated articles in outdated statusAll articlesEstate
    Articles awaiting approvalList of articles pending for your approvalAgent-specific articlesForest
    Articles by languageTotal number of translated and untranslated articles in each languageAll articlesEstate
    My recent draftsList of articles you have in draftAgent-specific articlesEstate
  • The Outdated widget is displayed only when you choose any of the secondary languages from the language dropdown on your dashboard
  • Click on the number displayed in each widget to access the relevant articles, folders or categories

    • ``` Note: Any changes to the data will be displayed in the dashboard in realtime ```