How to measure incidents resolved with Knowledge Articles

[TeresaA]

Hello Community, 

One of the key performance indicators I would like to track is how many incidents are resolved by using existing knowledge articles. 

Does anyone have any experience in tracking this information and would care to share what their strategy was in order to implement it? 

At first, I thought that we can create an incident Resolution state as "Resolved with Knowledge". However, I want to ensure I am thinking of any implications that may have. 

I would appreciate your insight! 

[Barry_W]

We report on closed cases, including a Related List Condition on 'Attached Knowledge' being equal to or greater than one. This shows us all closed cases with an article attached.

The process relies on agents attaching the article during resolution (or before), but it has the added benefit of knowing which articles resolved which cases.

We don't use incidents extensively, but I've had a quick look at ServiceNow docs, and - depending on your form configuration - it appears the process to attach is quite similar to case (via Related Search Results).

[andreababch]

Without adding a separate drop-down indicating knowledge use like you're talking about, ServiceNow does not have a direct way to measure incidents resolved with knowledge. Like Barry, we look for Incidents with Knowledge attached to get this info today, but It's hard to view that from that Incident table and would be nice if it was easier to do this OOTB

[Mike Van Vooren]

I am glad to hear others still struggle with this reporting.  Back in the Geneva release, we introduced the KCS methodology into our instance before SN was ready for it.  One of the customizations we did for this knowledge article attaching was introduce a field called "KCS Solution" on the Incident table.  It essentially takes whatever got attached via the "Attached Knowledge" related list (m2m table) and copies that to the KCS Solution field.  The Use Count still incriments as needed, but now we have that value on the INC table. 

This also helps for situations where a ticket might get bounced around and different articles get attachd along the way.  Simply reporting on the m2m table could mean there are multiple KAs attached and you would have to figure out what the last one was.  We always have the latest one in our KCS Solution field which helps.

This is one customization we still rely on even though we have decustomized almost everything else as SN introduced them.  As Andrea said, it would be extremely helpful if there was an easier way to report on this OOB.  If there is a better way, we would be open to it also.

[Lucas Vieites]

Hi Teresa,

have you looked into reporting on the kb_use table? It contains information about articles and whether they were "viewed" (exactly what it sounds like) or "used" (meaning, attached to a task record).

More information in View Knowledge Logs. And a search in this community on "kb_use" will get you many ways to use that information.

Let me know if this has helped you by marking my reply as "Helpful".
Thank you,
Lucas