Wanting to learn more about the user engagement of your Service Portals? Check out Performance Analytics Content Pack for Service Portal. Now available in the ServiceNow
Store https://store.servicenow.com. This app provides a dashboard with usage and search metrics, so the admin or service portal admin can better understand the engagement on your service portals and portal pages. The dashboard includes the following:
- Usage indicators such as number of visitors and views by Portal, Portal Page, and the Visitor’s country. These metrics help answer what pages are most viewed, how many unique users are viewing those pages and portals on a daily and weekly basis.
- Search indicators such as number of searches, average click-through rate, average click rank, number of users who searched, and the distribution of click rank by service portal.
- Average click-through rate shows the number of searches that resulted in a click within a given period. Service portal admins want to increase this metric over time. Some strategies to help increase this are by configuring the search engine or improving the content. Improving the content can consist of filling in the content gap, updating the old content with new information like dates, reference links, or rewriting the existing content.
- Average click rank shows the average position of clicked items in a search result within a given period. For example, a lower value would tell the service portal admin that the portal page has a higher position on the search result list.
- Click Rank Distribution provides the service portal admin with visibility in the frequency of click ranks within each click. Ideally, the service portal admin wants to see a skew distribution of higher frequency of low value click ranks versus high value click ranks. This type of distribution would let the service portal admin know that users are finding what they are looking for from the top search results listed.
- From all these indicators and widgets, you can drill down into the details behind the scenes. Explore each trend by a specific date range and view the underlying records that make up those daily scores.
- Dashboard is configurable:
- Service Portal admin can add targets, thresholds, and comments to each indicator. Comments will help explain reasons for specific spikes or dips in the trends. For example, new portal page just launched, so we see a spike in views and visitors. We can add a comment to flag the day of launch that page.
- Service portal admin can change the colors, titles, widget layout, indicators, and indicator sources within the dashboard.
- We recommend to always make a copy of this dashboard and then make your configurations on that copy. This way you can always revert for reference and so upgrades of new releases doesn’t impact your changes made.
Can you confirm the role required to view the dashboard?
The documentation says: Assign the pa_viewer role to users who need to view the dashboard. You must have the sp_admin or admin role to edit the dashboard.
However, the dashboard sharing panel shows this (confirmed in an OOB PDI as well as our instances after installing the plugin without making any adjustments). Is it intended that the pa_viewer role has view access to the dashboard?
