---
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title: Report on Knowledge Views and AI Grounding
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/analytics/264-0-0/knowledge_custom_reports_views_grounding.md
canonical_url: https://help.salesforce.com/s/articleView?id=analytics.knowledge_custom_reports_views_grounding.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d726201f3e468a29a5bd64b8ebcd54b4983d3912774aec6c6bd2c43f3bf6e231
description: Track how customers and service agents interact with Knowledge content so you can discover trends and measure article effectiveness. See how Knowledge is used for AI-generated content across all service channels and Einstein products.
products:
  - Cross Cloud
release: "264"
---
# Report on Knowledge Views and AI Grounding

Track how customers and service agents interact with Knowledge content so you can discover trends and measure article effectiveness. See how Knowledge is used for AI-generated content across all service channels and Einstein products.

### Required Editions

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            <td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td>

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              <p style="margin-bottom:0;">Available in <strong>Enterprise</strong> and
                <strong>Unlimited</strong> Edition with Service Cloud.
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Use CRM Analytics or Service Intelligence to create dashboards that show Knowledge engagement metrics from Data 360’s Knowledge Article Engagement Data Model Object (DMO). This DMO logs a record every time an article is viewed directly, or used to ground an AI response. It contains information like the engagement date, who engaged with the article, and the engagement channel.

- Analyze article trends based on how often or rarely users engage with articles over time.
- View engagement metrics to assess whether your agents are meeting the compliance and training goals.
- Clarify ROI and cost-saving metrics, such as reduced average handling time (AHT) and case deflection, by differentiating who is engaging with an article.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-analytics-analytics-264-0-0-production-enus/295fead5-b71d-4e1c-9886-4af4d53400b6/images/icon_note.png)

Note

To use CRM Analytics, you must have either the CRM Analytics Growth or CRM Analytics Plus user license. To use Service Intelligence, your org must have the Service Intelligence add-on license. Service Intelligence is for Service Cloud users only.

#### See Also

- [_Salesforce Help:_ Get Started Using CRM Analytics](https://help.salesforce.com/s/articleView?id=analytics.bi_use_wave_everywhere.htm&type=5&language=en_US)
- [_Salesforce Help:_ Improve Operations with Service Intelligence](https://help.salesforce.com/s/articleView?id=service.service_intelligence_intro.htm&type=5&language=en_US)
- [_Data 360 Reference Guide:_ Knowledge Article Engagement DMO](https://developer.salesforce.com/docs/atlas.en-us.c360a_api.meta/c360a_api/c360dm_knowledge_article_engagement_dmo.htm)