This article describes the Activity History entries KnowledgeTree creates in Salesforce and how those can be used for reporting.
Anatomy of a KnowledgeTree Activity History Entry
When you install KnowledgeTree for Salesforce we create two custom fields that become a part of Activity History entries generated from KnowledgeTree.
Share Recipient Data: This field contains information about the person interacting with a shared asset. When a shared asset is viewed or downloaded we capture the following from the contact or first contact selected when sharing with multiple people:
- City, State and Country of the person viewing or downloading
- IP Address
- If they're using a mobile device or laptop / desktop computer
- Their operating system
- Their browser
Share Activity: This field captures that the asset was shared or the type of interaction the recipient had with that shared asset. This field can have one of three values:
- Create Share: Each time an asset is shared by a sales rep, we generate a Salesforce activity specifically for that event under the individual contact or under all contacts if multi-recipient sharing has occurred.
- Download Asset: Each time an asset is downloaded from the share landing page we generate a Salesforce activity for that event under the individual contact or under the first contact selected in multi-recipient sharing (not all contacts).
- View Asset: Each time an asset is viewed from the share landing page we generate a Salesforce activity for that event under the individual contact or under the first contact selected in multi-recipient sharing (not all contacts).
In addition to the two custom fields we create for Activity History events generated by KnowledgeTree, we also utilize many standard Activity History fields to facilitate reporting.
Assigned To: This field is populated with the sales rep who shared the asset. For example, if Rob Call shared the asset, the Create Share event and all subsequent View Asset and Download Asset events for that share will be assigned to Rob Call. This makes it easy to generate sales rep specific reports surrounding shares and share engagement.
Subject: This field is populated with the title of the shared asset. This allows for asset specific reports to be generated.
Comments: We populate the Comments field with a prefix showing the type of activity, the title of the asset, the action taken on that asset, who did that action, the date/time for that action, and the geolocation/user agent data for the person taking that action. Most importantly, we publish these comments to Chatter. Anyone following that prospect or sales rep can see who's sharing what, and how prospects are engaging. However, please note that this information is driven by the individual contact or under the first contact selected in multi-recipient sharing (not all contacts) when an asset is viewed or downloaded.
- Example: "[KT-Asset-Viewed] "eBook - Content Selling.pdf" was viewed by Mary McGuire at 12:26 PM on November 3, 2014 EST. (Cary, North Carolina, United States, 220.127.116.11, Computer, Mac OS X, Chrome)"
- The prefix will change based on the activity type. You will see one of the following:
How are KnowledgeTree content events captured in Salesforce?
|KT Software||Shared From||Where Tasks Created/Displayed||Where Chatter Posts Created/Displayed|
|KT4SF (salesforce)||Account||Account and all selected Contacts||Account and Default Contact
|KT4SF (salesforce)||Opportunity||Opportunity, Account, Default Contact, and all other Contacts||Opportunity and Default Contact|
|KTMC (Mgmt Console)||Contact*||Contact and associated Account||Contact only|
|KTMC (Mgmt Console)||Lead*||Lead||Lead|
*Note that you cannot multi-recipient share from a Contact record
Name: The name field is populated with the prospect the asset was shared with. This allows you to report upon which contacts are being shared with most frequently and how engaged they are.
Related To: This field is populated with the Account related to the prospect that was shared with. In this example, we shared with a Lead, so the Related To field is blank. When assets are shared with contacts associated with Accounts or Opportunities, the Account Name will show up in the Related To field. This makes it easy to report upon which Accounts are being shared with most frequently and how engaged they are.
Content Insights Dashboard
Each KnowledgeTree for Salesforce installation comes with a Content Insights dashboard. This dashboard contains pre-built reports that rely heavily on the Activity History entries generated by KnowledgeTree.
Let's walk through some example reports. Because the reports rely on Activity History data described earlier in this help article, feel free to create your own reports above and beyond what come standard with your KnowledgeTree for Salesforce installation.
Most Engaging Content
This report shows what shared content is being viewed or downloaded most frequently by prospects.
Most Shared Content
This report shows what content is being shared most frequently by sales reps. Use this report in combination with the Most Engaging Content report to make sure commonly shared content is driving engagement.
Most Viewed Content
This report shows what shared content is being viewed most often. If content is being shared frequently but rarely viewed it could be a sign that the content isn't resonating
Most Engaged Accounts
This report shows which accounts are viewing shared assets the most. This helps you to understand which accounts are most engaged with the content your team is sharing with them.
Content at Different Stages
This report outlines which content is being shared at different stages of Opportunities in your pipeline.
Shared Assets for Closed Won Deals
This report shows you which content is being shared most frequently for deals you've won. This is a great report to use in combination with the Content at Different Stages report. For example, if a particular piece of content is being used early in the Opportunity's life but that content rarely shows up in the Closed Won Deals report, you might question the value of that content in the buyer's journey.