How is data sent to ServiceNow for User Experience analytics

[Ja1]

Hi,

We have recently set up AI Search on our service portal and would like to use the baseline AI Search analytics dashboard but as I understand it, User Experience needs to be enabled and then configured for the portal in order to use AI Search dashboard.

As User Experience would send user data outside our Organization to Servicenow, I need to run this by our Information Security team for their approval and so I need to understand how data is sent and if/how it is anonymized before being sent to ServiceNow.

Can anyone provide some info or documentation on this?

[Shahid3]

Hi,

We have a similar use case in Unilever and we would like to enable user experience analytics. However, the feature requires to capture data from user session but its not very clear what data and how the data is being used later. Any support on this would be highly appreciated.

Here are few questions we are trying to get answers for:

1. Anonymization: Ensuring data is properly and irreversibly anonymized to prevent identification of individuals, especially for smaller groups where identification risk is higher. Does the system hashes user IDs. Will this be reversible? Will it be possible to identify an individual based on the department/function (e.g. legal/BUs)?

2. Restricted Access: Limiting access to the data to a defined list of individuals, ensuring that only those with a need to know can view the information. The data can it be limited to users with the "User Experience Analytics viewer" role?

3. Defined List of Fields and Data Minimization: Can we get the specifics, detailed list of fields which are used for analysis, so we can minimize the amount of personal data used and focusing on the most necessary metrics. How to export the individual level file so we can assess the data extracted.

4. Data Retention: What is the data retention policy.

5. Appropriate System: How to ensure, we use tools and systems designed to process the data (‘structured data’). Avoid sharing spreadsheets of data outside these systems, e.g., via Outlook/email (‘unstructured data’).

6. Password Protection: To the extent the data is shared outside the appropriate systems (see previous point), can we ensure any shared files are password protected to prevent unauthorized access.

[lilyA3240374182]

Data is sent to ServiceNow for User Experience Analytics through the integration of client-side monitoring tools, APIs, or SDKs that capture user interactions and performance metrics. This data is collected from user devices, applications, or web browsers in real-time, including key parameters like page Check your DOTS score load times, transaction durations, error rates, and user activity.