How to determine usage for videos inserted into Knowledge article

[Mark Greenwood1]

We have been inserting videos into ServiceNow articles by attaching the MP4s to the article and then using the Video > Insert from attachment option.  I am trying to determine the video ROI to gauge if it is worth the cost/effort to produce more videos.   

Does ServiceNow have any metrics for tracking if a video was viewed in knowledge?   Or is there a better way to be inserting videos?    Interested in hearing how others are leveraging video in ServiceNow knowledge.  

[Frank Buttafarr]

I wonder if it affects the Attachments table. I know that table has a property of Attachment.Read but I don't know if playing a video embedded in the article would affect that.  Also commenting because I am curious what others have to say. 

https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/form-administ...

[Leri Andrews · Accepted solution]

I host the videos in a video-hosting platform (Kaltura) and embed in the knowledge article (which can accommodate playlists too). Views are tracked in Kaltura.

[leahcoughlin]

I confess I have been embedding ServiceNow videos. I don't have the time or the resources to make my own. Sometimes they're helpful to visual learners - and this saves me oodles of time and effort! 

[Mark Greenwood1]

Thanks everyone for your insight.  I don't have access to the attachments table in the reporting module, but it looks like there would need to be an association table/bridge table to track the specific attachment view by user.

We are investigating hosting our videos on a video focused platform outside ServiceNow and then embedding the videos into the articles.  The hope is we can then tie the video view data back to ServiceNow data to contribute the video view to ticket avoidance or first call resolution.