Community Help – Analytics & Search Intelligence
This document defines the Analytics and Search Intelligence framework for the BUSATX Community Help system. Its purpose is to turn help usage data into actionable insight for content improvement, service development, and controlled upsell opportunities.
This framework is designed to work without adding navigation elements, CTAs, or sales content.
1. Objectives
Analytics for Community Help exist to:
- Understand what users are searching for
- Identify friction points in Odoo usage
- Detect unmet or partially met needs
- Inform service offerings and content priorities
Analytics are not used to track individual users or perform direct sales targeting.
2. Primary Data Sources
2.1 Internal Community Help Search
Key signals:
- Search terms
- Search frequency
- Zero-result searches
- Search refinements
These represent explicit user intent.
2.2 Page-Level Analytics
Track at the article level:
- Page views
- Entry pages
- Exit pages
- Time on page
- Scroll depth (if available)
These indicate content relevance and clarity.
2.3 Internal Link Interaction
Track:
- Click-through on internal links
- Common navigation paths
This shows how users move through conceptual topics.
3. Search Intelligence Framework
3.1 High-Value Search Categories
Group search terms into intent categories:
- How-to searches (how to job cost)
- Problem searches (odoo slow, timesheets not posting)
- Capability searches (can odoo handle estimating)
- Scale searches (multi company accounting)
Each category signals different opportunity types.
3.2 Zero-Result Searches (Highest Priority)
Zero-result searches indicate:
- Missing content
- Poor terminology alignment
- Feature expectation gaps
Action rules:
- If recurring → create content
- If feature gap → escalation opportunity
4. Content Gap Identification
4.1 Indicators of Content Gaps
- High search volume + low time on page
- Frequent exits after one article
- Repeated searches on the same topic
These suggest users are not finding sufficient answers.
4.2 Gap Classification
Classify gaps as:
- Documentation gap (needs new article)
- Clarity gap (existing article needs revision)
- Capability gap (native Odoo limitation)
Only documentation and clarity gaps should be addressed with new content.
5. Escalation Signal Detection
Certain analytics patterns indicate professional service opportunity:
- Repeated visits to limitation-heavy articles
- Navigation loops between estimating, projects, and accounting
- Long time-on-page on performance or security topics
These signals should inform:
- Sales enablement
- Service packaging
- Outreach timing (outside Community Help)
6. Topic-to-Service Mapping (Internal Use)
Map high-interest topics to service lines:
- Estimating searches → Estimating system design
- Job costing searches → Accounting & analytics setup
- Performance searches → Audits & optimization
- Security searches → Governance & access control
This mapping must remain internal only.
7. Reporting Cadence
Recommended review cycle:
- Monthly: search term review
- Quarterly: content gap assessment
- Quarterly: escalation signal review
Analytics should inform decisions, not drive reactive changes.
8. Guardrails
Analytics must never be used to:
- Inject CTAs into help content
- Alter navigation structure
- Add sales messaging
- Track individual user behavior for marketing
If an analytics-driven change violates Community Help rules, it must be rejected.
9. Outputs
Approved outputs from analytics include:
- New Community Help articles
- Article revisions
- Internal service development
- Sales enablement insights
Unapproved outputs include:
- Promotional content
- Gated help articles
- Direct sales prompts
10. Authority
This Analytics & Search Intelligence framework governs how Community Help usage data is interpreted and applied.
All analytics-driven decisions must align with Community Help publishing rules and escalation standards.
End of Community Help – Analytics & Search Intelligence
<p>Related: <a href="/forum/community-help-3/community-help-154">Community Help</a>, <a href="/forum/community-help-3/community-help-publishing-contribution-rules-155">Community Help – Publishing & Contribution Rules</a>.</p>