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

[jaimehonaker]

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! 

[JR1]

Same here, can't find the dashboard under dashboard admin either. 

[Michele27]

The instructions include "# of Closed Cases Without KB Attach (Monthly)  is measured as unit #. We use the table u_task_metrics, which has a field called "User Attached Count" which captures the attachments to a record."  Is the u_task_metrics table OOTB?  If it isn't OOTB, how can we recreate it?  

[jaimehonaker]

Hi Michele, We did two separate sessions on how to build the PA Dashboard. Please send me your email address and I can send them to you - it may make it easier for you: jaime.honaker@servicenow.com Thank you! 

[PhilippJ]

Hi all

I am interested in these videos. Is there a way to get these records?

[shannontann]

@PhilippJ 

As noted in the main post:

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. 

[Pam Calvey]

Please note this is a 4 year old post, and Jaime no longer works at ServiceNow. 

[PhilippJ]

I am aware that the entry post is 4 years old. Can anyone help me? Does anyone have the recordings?

[richardedwa]

This looks like a fantastic guide for building a KCS Program Metrics Dashboard with Performance Analytics! The breakdown of key data like content usefulness and article views will be super helpful. Love that you’ve included customizations for managers too. Can’t wait to check out the session recordings—thanks for sharing!

[Matthew_13]

@jaimehonaker - This is a practical example of turning knowledge management into something measurable and actionable. Using Performance Analytics to track KCS metrics gives creators and managers real insight into what content is working and where to improve, instead of relying on gut feel. It’s a smart way to show the ongoing value of knowledge in ServiceNow. Thanks for sharing!

[MelissaM4096648]

Would love to access this recording as well, if anyone is able to send it my way?