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3 weeks ago
Hi everyone!
I discovered this community forum a few months ago, and I’m genuinely impressed by how much useful information is shared here - often explained much more clearly than in the official ServiceNow documentation. As someone who’s still new to ServiceNow, I really appreciate it!
I’m hoping you can help me with a topic I haven’t found much information on: ServiceNow analytics. In my previous roles, I used Google Analytics to report on things like page visits, unique users, time spent on pages, and traffic sources. It is easy to understand, well-designed and very user-friendly tool, and I truly love it. Unfortunately, I can't tell the same about ServiceNow - I’m struggling to find similar analytics features here.
Specifically, I’d like to get statistics for individual Knowledge Base articles, such as:
- Total number of page visits
- Visits within a specific time period
- Number of unique users
- User profiles
- Time spent on each page
- Average reading time
- Traffic sources
Is it possible to access any of this data directly in ServiceNow, or do I need to create and generate a report every time I want to see these stats? Any tips, links or best practices would be greatly appreciated!
Thanks so much in advance!
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3 weeks ago
Hi
In simple terms, ServiceNow does not provide Google Analytics–level insights out of the box for Knowledge articles. You can get basic data like view counts and usage from tables such as kb_knowledge (fields like view count) and some user activity from syslog_transaction or analytics tools, but things like unique users, time spent, traffic sources, or detailed behavior tracking are not available OOB in a clean, ready-to-use way. To achieve that level of analytics, you typically need to either build custom tracking (scripts, logs, reports, Performance Analytics) or integrate an external tool like Google Analytics into the Service Portal. So yes, for most insights you’ll either create reports/dashboards yourself or rely on external analytics for richer data.
