Knowledge- How to calculate helpful percentage on a article

[Manasa Poornima]

Hi 

I want to know how the helpful percentage on article on the view article is calculated.

I did check multiple widgets and ui pages but the formula mentioned is not matching the percentage displayed and for some of them the percentage is not displayed.

Can anyone please help out with this.

Thanks,

Manasa Poornima

[Marcos Kassak]

Hi @Manasa Poornima,

Is your widget OOB? Essentially, as mentioned on (KB1177594) https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1177594 the helpful percentage is calculated when users click on Yes/No button, meaning the formula would be something along these lines (helpful_count / (helpful_count + not_helpful_count)) × 100% and you can verify that on Knowledge Article Helpful widget.

If you found my answer helpful or correct ✔️ in any way, please don't forget to mark it to help future readers! 👍

--

Kind regards,

Marcos Kassak

ServiceNow MVP 2024, 2025 ⭐

Solution Architect  🎯

[Muhammad Salar]

@Manasa Poornima 
UI Macro: kb_view_ratings

Script include: KBViewModel -> KBViewModelSNC

[Muhammad Salar]

Hi @Manasa Poornima , did you check this?