Is Genius Results Stealing View Count?
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11-25-2025 09:26 AM
Hello,
When Genius Results provides an answer, and the user resolves their issue without clicking the attached article, does that interaction count toward the article’s view count?
I’m concerned that if Genius Results satisfies the user without a click, the article may appear to have zero views, even if it was effectively referenced hundreds of times in the Genius Results. This could lead authors to retire valuable content under the assumption it’s unused, when in reality it’s contributing significantly through Genius Results.
Your thoughts on the matter would be appreciated.
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view count
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11-25-2025 09:42 AM
A good solution would be to add a counter to the Knowledge Record for AI Genius Views. It would give the author an idea that the article is being used for Genius results and show them how well it is being used for it.
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3 weeks ago
This is a valid concern really. In ServiceNow, when Genius Results answers a question without the user clicking the article, that interaction typically does not increment the article’s view count. As a result, articles can appear underused even though they’re actively driving successful outcomes via AI-assisted responses.
From a knowledge management perspective, this is why it’s important to supplement view counts with AI usage, deflection, and search success metrics. Otherwise, teams risk retiring high-value content that’s actually performing well through Genius Results rather than traditional clicks. Thumbs up if this helps.
