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Is there a Heap Snippet on Salesforce Cloud/Community to track what Knowledge Articles are being Viewed?

  • 15 August 2022
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I’m brand new to Heap. I’ve started with Heap University, and digging into Events, Snapshots, etc …

 

I am focused on our Knowledge Articles on our Salesforce Self-Service portal. I want to be able to see the View Counts for all of the Knowledge Articles on the Self-Service Portal. Eventually, I want to understand the journeys that our customer are taking to get to the Knowledge Articles and where they go from there. 

 

I came across a similar thread that asks ...”Has anyone added the Heap snippet to a Zendesk Help Center to track what articles are being viewed?”

--- With this in mind, is there a similar Heap Snippet for Salesforce Service Cloud/Community that would give me the View Count of each Knowledge Article on there?

 

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Best answer by Rachael Carroll 17 August 2022, 11:12

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Hi Jc100, 

 

If you are unable to install the Heap Snippet natively on Salesforce pages then you can send in custom track events!

 

All the best, 
Rachael 

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