Measuring knowledge article value

[Melanija]

Hello,

does anyone of you tried to measure the value of published knowledge articles? We need to somehow measure and track the effectiveness of knowledge articles - how they increased the self-service and reduce the service desk support volumes. 

What metrics we can use to measure that?

Thank you so much!

Best regards,

M

[abhishekkumar19]

if you have KCS then you can see the number of times articles are used and viewed. You may also activate social q&a in the article and see the engagement. Have a new vs known analysis and move known issues to self-service.

on the basis of the number of times article is used you may move repetitive tickets to self service.

[naeem1]

You're not alone in this.  Self Service Analytics lets you define patterns of user behavior to track and count as potential or confirmed deflections (https://docs.servicenow.com/en-US/bundle/vancouver-servicenow-platform/page/product/knowledge-manage...).  For instance, a Confirmed Deflection would be counted on an article if it received positive helpfulness feedback and no support case was created in that session.

Not many of our customers mark articles as helpful if they are satisfied, and so we are interested in the articles viewed during a session that did not result in a support case.  These are referred to as Potential Deflections.

Of course, it's not an exact science because customers could research multiple problems in a session on our portal and log a case for the one problem they couldn't solve. One of the ways we're offsetting this is through survey questions.

[linniesea]

I have a non-technical way to do it. I used to work with a call center for Intuit 20 years ago. We would pick the issues generating the top 10 call-in topics at a time and create help topics to address them. Then, we would watch to see if the call volume on those topics would decrease. Since this was not my full-time job, I would cycle back every 45 days and do it again.