Where should an admin go to view all of the search queries entered by users in the knowledge search?

To review the search terms users have entered into the knowledge base search, an administrator navigates to the Knowledge > Administration > Search Log module. This module provides a list view of the Knowledge Search Log (tsquerykb) table. This log captures the user's search query, the number of results returned, and whether the user clicked on any of the results. Analyzing this data helps knowledge managers identify popular search topics, uncover content gaps where users are searching for information that does not exist, and improve the overall search experience. Option C is the most accurate description of this function.

A. [KDfeedback] table: This table (likely a typo for kbfeedback) is used to store user feedback on articles, such as ratings and comments, not search queries.

B. [kbview] table: This table tracks article view counts and which users have viewed specific articles, but it does not log the search terms used to find them.

D. Search logs application: This option is too generic. While ServiceNow has various system logs, the specific and dedicated location for knowledge base search queries is within the Knowledge application.

1. ServiceNow Product Documentation (Utah Release)

"Monitor and improve knowledge search": "The system logs every text search that users perform on a knowledge base in the Knowledge Search Log (tsquerykb) table. You can view the search log by navigating to Knowledge > Administration > Search Log." (ServiceNow. (2023). Knowledge Management Documentation. ServiceNow Product Documentation.)

2. ServiceNow Developer Documentation

"Table: tsquerykb": The official developer documentation describes the tsquerykb table with the label "Knowledge Search Log" and the description

"Stores text search queries for the knowledge base." (ServiceNow. (2023). Developer API Reference. ServiceNow Developer Site.)

3. ServiceNow Training

"ITSM Implementation Courseware": The official ServiceNow ITSM Implementation course materials

in the Knowledge Management module

detail the administrative tasks for managing knowledge. This includes using the search log to analyze search effectiveness and identify areas for improvement in the knowledge base. (ServiceNow. (2023). ITSM Implementation Participant Guide. ServiceNow Training and Certification.)