Methods and systems for analyzing search terms in a multi-tenant database system environment

摘要

Knowledge base is gaining popularity as a customer support tool. Customers search the knowledge base for solutions to their issues. Keywords searched in knowledge base are analyzed and reports are made available for managers and supervisors to understand the trends and requirements of customers. The number of keywords searched can be extremely large in some organizations. In this specification, storing the keywords in a meaningful way in order to generate report for further analysis is discussed. Efficient data storage helps in managing voluminous data and also reducing the amount of memory required to store the data. Any of the above embodiments can be used independently or together with any combination of other embodiments.

主权项

1. A method for analyzing search terms in a database system, the method comprising:
tracking, over a first period of time, by a host system including one or more machines having a processor system having one or more processors, data received from a user system that includes at least one keyword searched in at least one database, the at least one keyword searched including a first category and a second category, the first keyword category being a word or phrase having provided successful retrieval of one or more articles, the second keyword category being a word or phrase associated with unsuccessful retrieval of one or more articles, the host system being part of the database system, the at least one database including a knowledge base associated with a community website, the knowledge base having a collection of articles related to problems and solutions related to common interests of a community, including documentation of knowledge and self-learning for reducing costs associated with a customer support system, the customer support system including customer records linking to articles of the knowledge base; determining, by the host system, for the at least one keyword searched at least: a quantity of how many times the keyword was searched, a quantity of how many times one or more articles with the keyword was viewed, and a quantity of how many votes for the one or more articles was received; aggregating, by the host system, the tracked data of the first period of time by at least summarizing the tracked data of the keyword searched, the aggregating including at least:
sorting, by the host system, the tracked data of the first period of time according to the first keyword category capable of storing tracked data concerning the one or more articles successfully retrieved and the second keyword category capable of storing tracked data concerning the one or more articles unsuccessfully retrieved,adding, by the host system, the quantity of how many times the keyword was searched to the first keyword category of the tracked data of the first period of time,adding, by the host system, the quantity of how many times one or more articles with the keyword was viewed to the first keyword category of the tracked data of the first period of time,adding, by the host system, the quantity of how many votes for the one or more articles was received to the first keyword category of the tracked data of the first period of time, identifying, by the host system, previously tracked data of a second period of time, the second period of time having a greater duration than the first period of time, and
combining, by the host system, the tracked data of the first period of time with the previously tracked data of the second period of time, the combined tracked data incorporating data from the first keyword category and the second keyword category of the first period of time, the combined tracked data being stored as the aggregated tracked data at the host system; and generating a report, by the host system, including information about the at least one keyword searched based on the stored aggregated tracked data.