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Keys to a Kickass Knowledge Base

Metrics & KPIs


How do you know if your self-service is successful? Part 4 of Keys to a Kick-ass Knowledge Base shows you how to demonstrate success.


Part 4 of Keys to a Kick-ass Knowledge Base helps you understand how to tell what’s working and what isn’t. When self-service works well, traditional measures of support start to make us look bad. Learn how to understand the numbers and what to look for.


  • Lesson eleven—Measuring team participation
  • Lesson twelve—What does success look like? 

Includes tasks, tips on better analysis and links to further resources.


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