Last updated: December 2, 2025
Available with any of the following subscriptions, except where noted:
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Service Hub
Professional, Enterprise
Once you've set up your knowledge base and created knowledge base articles, you can start analyzing the performance for article views, as well as the average time users spend on each article.
- In your HubSpot account, navigate to Service > Knowledge Base.
- In the top left, click the Analyze tab. If you're using the legacy knowledge base tools, click the Insights tab. Learn more about migrating to the latest knowledge base tools.
- In the top right, click the date picker and select a date range.
- View the following reports and metrics:
- Article health: shows an overview of how each knowledge base article is performing.
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- Views: the number of times the article was loaded on a web browser.
- Average time on article: the total amount of time spent viewing the article, divided by the total number of views.
- Helpful rating: the number of visitors that clicked Yes when asked “Was this article helpful?” at the bottom of a knowledge base article. Learn more about article feedback.
- Unhelpful rating: the number of visitors that clicked No when asked “Was this article helpful?” at the bottom of a knowledge base article. Learn more about article feedback.
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- Total searches: the number of times visitors searched the knowledge base.
- Search terms with no results: shows a list of terms with the number of times visitors used the term to search the knowledge base, but didn't return any matching articles.
- Most searched terms: shows the most frequently searched terms in your knowledge base and how effectively the articles meet those searches. For each term, it displays:
- Results found: a True or False to show whether an article appeared for the search term.
- Total searches: the number of times visitors searched the knowledge base with the term.
- Total result clicks: the number of times visitors clicked any search result after searching with the term.
- Average result clicks: the number of articles visitors click per search with the term. This may include clicks on more than one result for the same search.
Learn more about analyzing knowledge base performance using the service dashboard.
