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Analytic on self-service and customer portal

It would be nice to be able to add a tracking code (Google, WebTrends, or Omniture) to self-service and customer portal screens so usage of these items could be analyzed.

For instance, eporting within Salesforce.com is limited around KB usage. Yes, you can see how many cases and views on KB articles, but you can't get reports on what search terms customers are using and their behavior after they search. Did they look at an article then leave the site (not all people hit the Yes/No button on KB articles to indicate if it was useful), did they look at several articles after the search then go to the page for contacting support, did they search and review some articles then submit a case online? All these are important questions one needs to answer to help determine the usefullness of your customer portal.

As many businesses already have some type of web analytics from one of the major providors, this would give them the opportunity to use an existing enterprise application of which they are already familiar to perform this level of analytics.

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So…you have written white papers and eBooks and they are up on your website. They are probably on the resources page and get their fair share of downloads. That’s good, but with some of the free publishing sites out there you can get more...

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Article Marketing-5 Secrets to Better Back Links


One of the chief benefits of any article marketing campaign is the inducement of a large volume of high quality one-way back links. However, links do not just magically appear by posting your article to a article directory or blog. It needs to two...

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