Set Up Help Engagement Metrics

Security: Reports: Help Engagement Metrics
in the Help functional area.

You can use this report to track user engagements with Workday Help articles, enabling you to analyze and improve your organization's knowledge base.

Access the

Help Article User Engagement Metrics

report.

Enter the

Start Time

and

End Time

. The report displays entries from June 5 2024 and you can access data data for 3 years prior, until June 5th 2024. Data is only available in production tenants, you won’t be able to access results in your Sandbox tenant.

The report displays a table of entries:

Option	Description
Article	The Help article available in the tenant.
Article View	The number of views a Help article receives.
Click ~Case~ creation from Article	The number of users that click Create Case on a Help article.
~Case~ created from Article	The number of users that click Create Case on a Help article and then create a case.

(Optional) You can drill down into the engagement metrics in the popup that displays when you click the count in the

Article View

Click ~Case~ creation from Article

~Case~ created from Article

columns. The popup displays these entries:

Option	Description
Help Engagement Type	The engagement type for the drilldown you've clicked into.
Device Type	The device type from when the event was tracked.
Related Primary Job Location	The location of the worker.
Has Access to Manage Help Articles	Indicates if the creator is a content author.
Is Service Team Member	Indicates if the creator is a case solver.

(Optional) If you have access to the Help: Case Data
domain, the popup displays these additional columns:

Option	Description
~Case~	The case that was created from the Help article.
Initial Assigned ~Case~ Type	The assigned case type for that case.

You can use the report to:

Understand self-service adoption across your worker population.

Provide insights on potential content gaps through access to cases generated after a worker engages with a Workday Help Article.