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Can we reliably include standard UTM tracking parameters (e.g., ?utm_source=google&utm_medium=organic) on external links that point to our knowledge base articles and FAQ pages?
Environment:
Customer Portal (CP), Knowledge Foundation (KF), Knowledge Advanced (KA)
Resolution:
Yes — you can reliably use standard UTM tracking parameters in Customer Portal (CP) article and FAQ URLs. CP does not strip, rewrite, or block these parameters by default.
However, there are a few technical and operational considerations to ensure tracking works smoothly. If your site uses Google Analytics, GA4, or Tag Manager, these tools automatically recognize UTM parameters — no extra setup is needed on the CP side passing as above works. Also, if you use a custom tracking mechanism, you may want to capture UTM parameters via JavaScript on page load (using window.location.search) and store them in session or cookie for later attribution (optional).