Our Out of the Box Insights that provide reports on Walkthrough performances such as the total of users that started and completed a Walkthrough, feedback on the total Walkthrough (votes and comments), and clicks/views are not yet available. However, we can provide insights into the engagement of the articles embedded in the Walkthroughs steps and into the tool adoption. These allow you to analyze the quality and impact of communication efforts.
Outcomes Insights
The Out of the Box campaigns include a list of all the different articles that have been included in the various steps of the Walkthrough.
Content Engagement
In the Content Engagement section, select the View more button to see Article and Walkthrough performance.
If you choose to add/remove an article to/from a Walkthrough step, it is recommended that you also add/remove the article from the campaign located in the Campaign Content section as well. This will ensure that your Campaign Engagement: Knowledge base data is accurate.
Note: For more information on articles in Out of the Box Walkthroughs, visit How do I find which articles are included in an Out of the Box Walkthrough?
Tool Adoption
In the Tool Adoption section, select the View more button to see Monitor Categories and Adoption Rates.
Where possible, monitors have also been added to the Out of the Box campaigns, to provide you with insights on how far users went in the process outlined by the Walkthrough. These insights can be viewed via the Tool Adoption report.
Note: We are unable to monitor which steps users have seen and at which point they exited the Walkthrough.
Monitors in Out of the Box Campaigns
Where possible, monitors have also been added to the Out of the Box campaigns, to provide you with insights on how far users went in the process outlined by the Walkthrough. These insights can be viewed via the Tool Adoption report.
Note: Insights around individual Walkthrough steps are not yet available. Out of the Box campaigns that include Walkthroughs will therefore have no Proactive Support Insights.
