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Want to build your own KCS Program Metrics Dashboard in Performance Analytics? Here's how!

jaimehonaker
ServiceNow Employee
‎01-12-2021 06:03 AM

Using Performance Analytics, you can create a KCS Program Metrics dashboard. Providing monthly information from the knowledge bases useful to knowledge creators and their managers, it shows data related to the status and creation of knowledge, usefulness of content, as well as article views and feedback metrics.

We recently published Building your own KCS Program Metrics Dashboard in Hi to help you. It includes:

  • Dashboard Overview
  • Using the Dashboard UI
    • Breakdown of the reports used to create the dashboard
  • Using the Analytics Hub of an Indicator
  • Customizing dashboards for a manager

Ready to build your own? Head on over to Building your own KCS Program Metrics Dashboard in Hi and find out more!  

p.s. We did a session in May and one in July where our Staff Analyst walked users through how to create these. Please send an an email to jaime.honaker@servicenow.com if you'd like the recordings. Thank you! 

 

  • 6,168 Views
20 Comments
Eran Spira1
Tera Contributor
‎01-27-2021 09:29 AM
‎01-27-2021 09:29 AM

Jaime, this is excellent!! Is there a way we can connect? I have question on building some of these. 

jaimehonaker
ServiceNow Employee
‎01-27-2021 10:03 AM
‎01-27-2021 10:03 AM

Hi there Eran! Glad you are enjoying the article! I'm happy to help try to get your questions answered, but I was not the expert behind the dashboard itself. 🙂  If you'd like to email me specific questions, I can reach out him and see if we can get them answered. Would that work? My email is jaime.honaker@servicenow.com. Thank you! 

0 Helpfuls
Henrietta T
Tera Contributor
‎01-28-2021 05:34 PM
‎01-28-2021 05:34 PM

@jaimehonaker Is this out of the box? We aren't operating under the KCS methodology at this time and are still centrally managing articles/content. We just launched some content along with HR SNOW platform in July so there's a lot I'm still learning. I don't see this dashboard available in my view. Is this only available if you are practicing KCS methodology?

jaimehonaker
ServiceNow Employee
‎02-02-2021 05:42 AM
‎02-02-2021 05:42 AM

Hi there @Henrietta T!  I am looking into this for you. 🙂 I reached out to the person who created the dashboard for us. Thank you! 

0 Helpfuls
PatrickBauer
Tera Contributor
‎02-04-2021 08:15 AM
‎02-04-2021 08:15 AM

@jaimehonaker We're having the same question, is it available out of the box?
We have started KCS here (using ITSM).
To our knowledge we have activated all available KCS modules and add-ons (running Paris).
We have activated com.snc.pa.knowledge_v2 but the dashboard you're mentionning would be of great help.
Unfortunately we can't see it : "To access the KCS Metrics dashboard, navigate to Self-Service > Dashboards and choose KCS Program Metrics from the drop-down list. "

Many thanks by advance
Cheers
Patrick

LeChara
Giga Expert
‎02-05-2021 05:16 AM
‎02-05-2021 05:16 AM

I would really love some personal time to work with your DEV team on how I can duplicate some of this in my environment as our dev took some different steps in implementation.  Would It be possible to book some personal time?  We don't have a KCS Program Metrics so i have to build it from the ground up.  I also wouldn't mind writing out a step by step later to share with the community. 

LeChara
Giga Expert
‎02-05-2021 08:03 AM
‎02-05-2021 08:03 AM

I'll keep adding my findings as I work to build this out myself.

Currently Building out the Adoption Behavior Change

  • I have added 2 page filters so far as I don't know how to ad a global filter for the full dashboard yet.
  1. Filter 1 is by (Author)  - Allows my teams to setup their own TSEs for now.  Until I add groups.
  1. Filter 2 is by Date Filter (All, Today, This Month, Last 3 Months, Last 12 Months, Last 2 quarters, This year & Last Year)   I keep it defaulted at "This Year".

For "# of TSEs Publishing Articles" - controlled BY FILTERS

  • I use # of Articles Published the following way
  • Source Type: Table
  • Table Knowledge [kb_Knowledge]
  • Type > Time Series > Column
  • Configure > Group by :Workflow >Stacked bars > Trend by 'Published' > per: Month > Aggregation: count

I'm attempting the following for this metric

# of TSEs Attaching (Monthly) - NOT controlled BY FILTERS

  • https://community.servicenow.com/community?id=community_question&sys_id=02951d8bdb1d374cfff8a345ca96192f
  • Which appears to do the job.
  • Out of the above Link I found this worked best for me:
    • Source Type: Table
    • Table: Relevant Knowledge -Task [cxs_relevant_doc_task]
    • Type> Time Series > Column
    • Configure > Group by :Relevance type >Stacked bars > Trend by 'Created' > per: Month > Aggregation: Count Distinct /  Session User> Percentage calculation > Use Aggregation
    • Added Additional filter Conditions> (Created / at or after/ This year
  •   Seems to get the job done if someone has a better suggestion I'll gladly add it.

 

As for the last Metric for this page:

  • KB Attach Overview (Closed Cases with and without KBs attached) – Number of closed cases with and without articles. The TSE creating the case is what we use to follow the manager breakdown at the top.

I used the following:

  • Name: #Number of Knowledge Articles Associated (AKB)
  • Table: Case [sn_customerservice_case]  - we use the customer service plugin
  • Type: Time Series > Area
  • Configure: Group by (NONE) > Trend by: Resolved > per: Month > Aggregation: Count
  • Filter Conditions:  All > State = Closed > Knowledge = True
  • Seems to work for now, one dashboard down..... 

 

I'll add as I find more, and start to work on the other pages.  Would appreciate any one posting any other finds as I move down the list I'll try to update.

 

jaimehonaker
ServiceNow Employee
‎02-11-2021 05:51 AM
‎02-11-2021 05:51 AM

@Henrietta T @LeChara @PatrickBauer Hey there everyone - sorry for the delay. We are working on updates to this article. I'll circle back around soon! I reached out to our SME this morning and will keep you updated here. Thank you! 

LeChara
Giga Expert
‎02-11-2021 07:29 AM
‎02-11-2021 07:29 AM

Thank you, I think it requires updates like how to create your own key indicators, as well as associated breakdowns to add them to your dashboard.    I have made some of these although I'm positive they are not an prefect match they come darn close.   As we use the customer service plugin our tables are going to be very different.  What is possible is going to be different as well.  But I can see where a lot of people will struggle with how to get reports they create in "Analytics hub" over to their dashboard.  I admit it took me a few weeks of digging though the manuals and KBs to connect the dots.   So something a little more straight forward would be nice.  I only have Time to publish , unpublished along with Top KE articles left to create at this point taking a different route not always using the Analytics hub but using reporting at points.   But better understanding this approach would be very nice.  Thanks so much for looking into this.

0 Helpfuls
Michael QCKM
Tera Guru
‎02-16-2021 10:44 AM
‎02-16-2021 10:44 AM

Sadly, my company no longer pays for Performance Analytics, so many of these "helpful" - should be OOB metrics - are out of our reach.

0 Helpfuls