Creating a Knowledge Feedback Dashboard

[DavidReynolds]

How do I create a knowledge article feedback dashboard? I want to track article feedback pre and post modernization.

I would like to track these KPIs:

Total Feedback
✅ Positive Feedback %
✅ Negative Feedback %
✅ Open Feedback Tasks
✅ Average Rating

I would like to track these analytics:

Analytics

✅ Feedback Trend by Month
✅ Rating Trend by Month
✅ Lowest-Rated Articles
✅ High Views + Low Ratings
✅ Feedback by Category
✅ Feedback by Knowledge Base
I am accessing the kb_feedback table but it does not allow me to select the knowledge base and other data points.

[vaishali231]

Hey @DavidReynolds 

I would use kb_feedback as the primary source for the feedback metrics, but I would not rely on it alone for all the dashboard dimensions.

The reason is that fields such as Knowledge Base, Category, Article Title, and other article attributes belong to the related Knowledge Article record.

The reporting relationship is:

kb_feedback → Knowledge Article → Knowledge Base / Category

1. Create the basic KPIs from kb_feedback

Use kb_feedback for:

1. Total Feedback: Count of feedback records
2. Positive Feedback %: Positive feedback / Total feedback
3. Negative Feedback %: Negative feedback / Total feedback
4. Average Rating: Average of the rating field
5. Open Feedback Tasks: Count of feedback tasks in an open state

For positive and negative feedback, use the actual values populated in your instance rather than assuming a specific value such as Yes/No.

2. Use the Article reference for Knowledge Base and Category

Check the Article reference field available on kb_feedback.

If dot-walking is supported in your reporting or Performance Analytics configuration, use the related fields from the Knowledge Article, for example:

Article → Knowledge Base

Article → Category

Article → Article Number

Article → Short Description

This allows you to create:

Feedback by Knowledge Base

Feedback by Category

Lowest-Rated Articles

If these related fields are not available through the reporting interface, I would create a Database View joining kb_feedback with the Knowledge Article table and use that view as the reporting source.

I would avoid adding duplicate Knowledge Base or Category fields to `kb_feedback only for reporting purposes.

3. Pre and Post Modernization

For the modernization comparison, define a fixed modernization date and classify feedback based on the feedback submission/created date.

For example:

Before modernization date = Pre-Modernization

On/after modernization date = Post-Modernization

Then use the same KPIs for both periods:

Total Feedback

Positive Feedback %

Negative Feedback %

Average Rating

Open Feedback Tasks

This gives a direct comparison of the feedback before and after modernization.

4. Monthly Analytics

For Feedback Trend by Month:

Feedback Date → Month

Metric:

Count of Feedback

For Rating Trend by Month:

Feedback Date → Month

Metric:

Average Rating

For Lowest-Rated Articles, group by Article and calculate Average Rating. I would also include Feedback Count so that an article with only one rating does not skew the results.

5. High Views + Low Ratings

This requires additional article usage/view data because article views and feedback are different metrics.

The analysis should combine:

Article Views + Feedback Count + Average Rating

This identifies articles that receive a high number of views but have poor ratings, which are usually the best candidates for content improvement.

6. Recommended Dashboard Structure

KPI section

Total Feedback | Positive Feedback % | Negative Feedback % | Average Rating | Open Feedback Tasks

Trend section

Feedback Trend by Month

Rating Trend by Month

Article Quality section

Lowest-Rated Articles

High Views + Low Ratings

Knowledge Structure section

Feedback by Category

Feedback by Knowledge Base

For Performance Analytics, I would create reusable indicators for the core feedback metrics and use Knowledge Base, Category, Article, and Pre/Post Modernization as breakdowns rather than creating separate indicators for every category or article.

The key point is that kb_feedback should remain the source for feedback metrics, while Knowledge Article data should provide the article dimensions. If dot-walking is not exposed in the reporting layer, a Database View is the cleaner approach.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb