question How to measure effectiveness of KBAs in Community Central forum

How to measure effectiveness of KBAs

whitingmk — Thu, 26 Jun 2025 14:10:17 GMT

Hi, I am a KM manager and looking for resources in measuring effectiveness of KBAs. Also, looking for ways to advertise the usage of KBAs.

Re: How to measure effectiveness of KBAs

Mark Manders — Fri, 27 Jun 2025 10:30:10 GMT

Tell us what your setup is and what you see as 'effective'. Is it the number of times an article is used on a ticket or the number of views?

Do you have an option to show end users suggested articles before the log a ticket?

Re: How to measure effectiveness of KBAs

whitingmk — Mon, 07 Jul 2025 13:23:53 GMT

We are in the process of establishing a separate knowledgebase for customer-facing KBAs to either access from our portal or be sent in response to an incident by our Tier 1 team. In terms of effectiveness, the thinking would be "was the KBA used to resolve the incident" either by the customer or even a higher tier support team. We would like to be able to report on this, likely meaning the addition of a checkbox or resolution "code" that would need to be manual set.

Hopefully for a less manual process.

Re: How to measure effectiveness of KBAs

Mark Manders — Tue, 08 Jul 2025 06:01:12 GMT

Measuring if a KA helps to resolve an issue by a customer can be difficult. If it is shown before a ticket is created (preventing the ticket, but providing the needed info), you can't measure that, except by asking your customers to give a thumbs up after reading the article.

Re: How to measure effectiveness of KBAs

shubhamseth — Tue, 08 Jul 2025 06:40:27 GMT

@whitingmk See if this helpful for you: Master the knowledge management process - ServiceNow