What is the % helpful telling me?

katherinele
Tera Contributor

Monday

Hello Community!

 

I'm struggling to find an answer to this question: on SN knowledge articles, there is a line at the bottom that says "X% found this article useful".

 

I don't understand what the percent is in reference to. For example, is this telling me that 100 people viewed and let's say 75 marked it helpful for a 75% result? Or did 200 people view it, but only 75 said it's helpful and 25 said not helpful?

 

The reason I ask is because in our particular setup (though I believe this is OOB) if you mark an article "not helpful" you must enter a comment. I have an article that currently has 800 views, and it says 75% found it helpful, but there's only 4 recorded feedback tasks and 0 of them have a comment provided and all 4 were "yes it's helpful". So what is this 75%? 

 

Thank you so much in advance for any help provided!

0 Helpfuls
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1 REPLY 1

GlideFather
Tera Patron

Wednesday

Hi @katherinele,

 

it seems to be something like this:

helpful_count / (helpful_count + not_helpful_count)) × 100%


as per: https://www.servicenow.com/community/developer-forum/knowledge-how-to-calculate-helpful-percentage-o... 

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No AI was used in the writing of this post. Pure #GlideFather only