How to measure effectiveness of KBAs
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06-26-2025 07:10 AM
Hi, I am a KM manager and looking for resources in measuring effectiveness of KBAs. Also, looking for ways to advertise the usage of KBAs.
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06-27-2025 03:30 AM
Tell us what your setup is and what you see as 'effective'. Is it the number of times an article is used on a ticket or the number of views?
Do you have an option to show end users suggested articles before the log a ticket?
Please mark any helpful or correct solutions as such. That helps others find their solutions.
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07-07-2025 06:23 AM
We are in the process of establishing a separate knowledgebase for customer-facing KBAs to either access from our portal or be sent in response to an incident by our Tier 1 team. In terms of effectiveness, the thinking would be "was the KBA used to resolve the incident" either by the customer or even a higher tier support team. We would like to be able to report on this, likely meaning the addition of a checkbox or resolution "code" that would need to be manual set.
Hopefully for a less manual process.
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07-07-2025 11:01 PM
Measuring if a KA helps to resolve an issue by a customer can be difficult. If it is shown before a ticket is created (preventing the ticket, but providing the needed info), you can't measure that, except by asking your customers to give a thumbs up after reading the article.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
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07-07-2025 11:40 PM
@whitingmk See if this helpful for you: Master the knowledge management process - ServiceNow
✔️ If this solves your issue, please mark it as Correct.
✔️ If you found it helpful, please mark it as Helpful.
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Shubham Jain