I would like to create a report that displays highest viewed knowledge articles per month. I cannot seem to find a way to do this and the posts I looked up in the past are relatively older.  ... View more

Hi all   We're using ServiceNow Knowledge with Now Assist / AI Search, and historically we've populated the Meta field with keywords to improve findability. Since rolling out AI powered search, it seems the platform is finding articles from the article content itself rather than relying on metadata. I'm interested to know if people are still using the Meta field? and If so, what are you storing in that field? is this a move away from keyword tagging?   It was discussed about how valid it is these days and do we even need it since we have GenAI, however in the back of my mind, I'm still reluctant and thought we could still retain it for taxonomy, reporting and governance (e.g. Service, Service Offering, Product, Audience, Knowledge Type) rather than traditional keyword search   I'd be interested to hear how people are approaching metadata in a AI ServiceNow Knowledge environment and whether you've found it still adds value. Thank you.   ... View more

Hi all. I say a beginners guide, I joined this team to manage problem, however I seem to have had knowledge thrust upon me with no guidance, so I'm learning as I go.   I've been tasked with trying to address knowledge gaps in the public knowledge base, and I was just wondering how people approached this, maybe in a STAR approach.   Just to get some baselines, I've extracted 6 months of incidents where the category is 'User guidance' and where the incident is not linked to an article, but to be fair, getting our teams to link to articles if/when they use them is another battle altogether.   I then put that info into Excel, into a table and then used copilot to look at themes of issues and what types of articles we would need.   I'm sure I'll need to move it on from there a bit, although I'm not 100% on what reports I'll need to run, which will also need to include Virtual Agent, then scan all that data, and tie it all in together to address that knowledge gap backlog.   Any steer on this issue greatly appreciated.   Thanks   ... View more

Hi I am currently looking for the best way to produce a KPI to show the truest results of incident deflection from users not completing the incident form.    Has anyone found a way to provide numbers from users who perhaps have found a solution KBA during the process of raising an incident from the employee centre and therefore not needed to proceed with raising the incident?  I am aware users can mark articles as useful during this process but I am finding they are not doing so.      ... View more