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Make Better Decisions with Analytics

Learning Objectives

After completing this unit, you’ll be able to:
  • View and edit search reports in the Community Search Dashboard.
  • Use the reports to create synonym groups.
  • Use the reports to improve articles and discussions.

View Search Activity Reports in the Community Management Workspace

Every community is different—each one’s particular flavor depends on who is in it and what they’re interested in. You want to make sure your community is stocked with content that meets your members’ needs. Fortunately, you don’t need special powers to find out what’s on people’s minds. With the Community Search Dashboard, you can see exactly what your community members are looking for.

The dashboard helps you answer some good questions, like:

  • Which search terms are members searching for the most?
  • Which search terms aren’t getting any results?
  • What type of community member is searching for a term?

With these questions answered, you can create content that gives community members answers to their questions.

You don’t need special powers to set up the Community Search Dashboard, either—everything you need is part of an easy-to-install AppExchange package called the Winter ’19 Salesforce Community Management Package for Communities with Chatter.

To get to the Community Search Dashboard (or install the AppExchange package, if you don’t have it yet), follow these steps:

  1. Go to Experience Workspaces. Community moderators can get there from the profile header. The profile header dropdown menu, with Experience Workspaces selected Salesforce administrators can reach Experience Workspaces from Setup. Enter All Communities in the Quick Find box, then select the Workspaces link for the appropriate community. The Communities Setup page, with the Workspaces link for the Capricorn Cafe highlighteds selected
  2. Click Dashboards. The My Workspaces menu, with the Dashboards tile highlighted If you don’t have the AppExchange package installed in your community yet, you can click the Install AppExchange Package button on the Dashboards page to get it up and running faster than you can say “triple half-caff latte with extra foam.” (Don’t worry, we can wait!) Note If you're using a Trailhead Playground with the Trailhead Playground Starter app, enter this package installation ID in the Install a Package tab: 04t1J000000OUuGQAW. If you're using an older playground or a Developer Edition org, you’ll need your username and password. This article shows you how to find your username and reset your password. If you have trouble installing a package or app from AppExchange, follow the steps in this article.
  3. If you installed the managed package, navigate back to Experience Workspaces To see what your dashboard looks like now, click Reporting, then Search.
  4. To add and remove reports from the dashboard, go to Settings. In the row for the Search dashboard, make sure you have the Community Search Dashboard 2.0 selected. If you don’t see it in the list of available dashboards, download or upgrade to the latest Community Management package from AppExchange.
  5. In the Search dashboard row, click Edit Dashboard. The list of dashboards in Dashboards > Reporting > Settings; the Search row shows the Community Search Dashboard 2.0 selected, with an Edit Dashboard link
  6. To move reports, just click and drag them. To edit a report, click the wrench icon. To delete a report, click the X. The Community Search Dashboard edit page, showing three columns of reports that can be moved and edited
  7. To add a report, switch from the Components tab to the Data Sources tab. The search reports are in the Communities Reports folder.
    1. Type search or autocomplete (1) in the Quick Find box to find the reports included in the Community Search Dashboard. Drag the report you want to add from the Reports column to the spot you want in the dashboard area (2). The Community Search Dashboard, showing the Reports list, reports matching the word
    2. Switch back to the Components tab, then drag a report type to your new report. The Community Search Dashboard, showing the report types (bar chart, table, etc.) and where to drag the report type you want
    3. You can then edit the title of the report by clicking Edit Title. To edit other report information, such as the Maximum Values Displayed or the sort order, click the wrench icon, make your changes, then click OK.
  8. When everything’s just the way you want, click Save, then Close.

Capricorn Coffee made sure to put three key reports at the top of its dashboard: Top Searches in the last 30 days, Searches with No Results, and Fewest Search Results by Term.

Top Searches (30 Days) What are community members searching for the most? This report tells you what’s high on their minds.

For example, the top searches in Capricorn Coffee’s community in the last 30 days were warranty, favorite coffee, coffee grinder, best accessories, and french press.

The Top Searches (30 Days) report, showing a list of the top five search terms and the number of times each has been searched for in the community
Searches with No Results People searching for these terms in the community aren’t getting any results. Don’t worry, we’ve got ways to turn those frowns upside down.
Searches with No Results report, showing a list of the top five search terms and the number of times each has been searched for in the community
Fewest Search Results by Term People searching for these terms are getting only a few results.
Fewest Search Results by Term report, showing a list of five search terms and average number of results for each term

Some other reports to check out, and the questions they answer:

Autocomplete Click-Through % (Last 30 Days) What percentage of autocomplete search results had a successful click? Autocomplete Search Usage (30 Days) Are users clicking suggested search results? Logged-In vs Guest Search (Last 30 Days) How many community users are logged in when they enter a search term? Most Autocomplete Clicks (30 Days) Which search terms led to the most clicks of suggested search results? Number of Results Per Term (30 Days) How many search results are returned per search term? Searches by Member Type (Last 30 Days) What type of community member is searching for a term? Search Result Outcomes (30 days) How many searches had results? Searches with No Results, by Day (30 Days) Which search terms had zero results on any given day? Searches with No Results by Type (30 Days) What type of community member is searching for a term, and did it have results?

Here’s what Capricorn Coffee’s dashboard looks like. The four tables show lists of top searches, search terms that are getting no results, search terms that are getting the most results, and search terms that are getting few results. The last two reports are also represented as bar graphs.

Capricorn Coffee’s search dashboard, which contains six reports

If you have a Google Analytics account, you can get access to even more search data. For example, you can see what people click after they search, and where people were in your community when they decided to create a support case. For more information, see this article about the Google Analytics™ Search Activity Dashboard.

Use the Reports to Create and Improve Synonym Groups

Check out the list of top search terms. Are any of them related? For example, Capricorn noticed that its list of top search terms included foam and froth.

Capricorn also looked at the search terms not getting results and noticed air bubbles on the list. So Capricorn’s Salesforce admin created a synonym group that included all of those words. Now, community members searching for air bubbles are getting results!

An org can create up to 10,000 synonym groups, so get out your thesaurus, order a triple espresso, and have a party!

Use the Reports to Improve Articles and Discussions

Capricorn Coffee also noticed that a lot of customers were looking for information about making their own cold brew coffees at home. Although Capricorn’s cafes helped fuel the cold brew trend, its community was a little light on the kinds of detailed articles that people were looking for.

Not wanting to fall behind the curve, Capricorn had one of its best baristas write an article that thoroughly geeked out about cold-brewing techniques. The barista also started a related discussion thread, so other community members could ask questions and share techniques.

The barista’s article was so popular, in fact, that he became a regular contributor to the community, and the Capricorn Cafe he worked at increased its sales by 20%.

Use the Reports to Celebrate Your Successes

After you’ve scrutinized all the search data and started thinking about some action items, step back for a moment. What these numbers show you is that your community members are engaged—with your products, with your company, with your ideas.

Now that you’ve learned how optimizing search can make your community even better, you’ve taken a big step toward making sure your community continues to grow and thrive.

Before you get back to the grind, take a moment to bask in your accomplishment—you deserve it!