Knowledge - View count vs Use count

jonewman-bo
Tera Contributor

‎08-12-2025 05:47 AM

When looking at a list view of all of our KBs, there is a column for view count and a column for use count. What is the difference between these two??

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Rafael Batistot
Kilo Patron

‎08-12-2025 09:59 AM

Hi @jonewman-bo 

In ServiceNow KB lists:

  1. View Count → The number of times people have opened (viewed) the article.
  2. Use Count → The number of times people have marked the article as helpful or used it in resolving a record.
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