TeamDynamix Technician: Knowledge Base Reports

 

Overview

This guide will go over how to access Knowledge Base reports in TeamDynamix. Knowledge Base (KB) reports in TeamDynamix provide insights into article usage, feedback, and performance. Technicians can use these reports to monitor engagement and identify areas for improvement.

Audience

Technicians, administrators, and Staff

Platform

TeamDynamix

Directions

Access Knowledge Base Reports

  1. Log in to Client Portal  help.ithaca.edu  using your IC Netpass credentials.
  2. Navigate to TDNext > Tickets > Knowledge Base reports.
  3. Select the Knowledge Base you want to analyze.
  4. Click Reports in the left-hand menu.

Available Report Types

  • Article Views: Displays the number of times each article has been viewed.
  • Feedback Summary: Shows user feedback ratings and comments.
  • Top Articles: Lists the most frequently accessed articles.
  • Unpublished Articles: Identifies articles in draft status.

Generate a Report

  1. From the Reports page, select the report type you want to view.
  2. Apply filters as needed:
    • Date Range
    • Category
    • Status (Published, Draft)
  3. Click Run Report.
  4. Review the results displayed on the screen.

Export Report Data

  1. After running a report, click Export.
  2. Choose the format:
    • CSV for spreadsheets
    • PDF for sharing
  3. Save the file to your secure Ithaca College storage location.
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