Metrics for the knowledge base

[maep]

I need some assistance. I am trying to develop and come up with some metrics to measure the knowledge. One of the things I would like to measure is how effective the knowledge base is is solving an incident.

Any recommendations of any type of metric measures or reports that you have created to measure the knowledge usage, or feedback would be greatly appreciated.

Thank you

[krauts24]

On a weekly basis I report on the top 10 articles used, top 10 viewed, top users of knowledge, top search terms, newly created, recently retired, updated, knowledge by category and total articles published.

This shows on a weekly report what is happening in the knowledge world. It's distributed to all of our Service Desk agents globally.

[maep]

Hello,

Do mind sharing with me what the report you distribute to the Service Desk looks like.

Regards,

[rickd]

Good morning - great question as all about effectiveness. This is tough as I am approaching this using the # of Like/Dislike and suggestions to change the FAQ or SOP.

Just because the KM article is used doesn't mean effective. It may fit, but not be great.

We are also trying to break down the ticket types and match to KM to see if once live do we see a reduction in that inquiry type. Not great but trying right? Good luck.

Rick Rude

[beingfluid]

Hi,

Let's see first what is Metric is with the following examples :

It can calculate how long it takes for an approver to approve the Knowledge Article.

Take a look at the below example,

If you'll notice, we can see for how much duration a particular record (In this case, Knowledge Article - KB0010002) was in a particular (Draft, Review & Published) state.

Let us see how can we achieve it.

Step 1 : Navigate to Metrics > Definitions & Click 'New'

Step 2 : Give it a unique name

Step 3 : Select the Knowledge (kb_knowledge) table

Step 4 : Select the field as 'Workflow'

Step 5 : Select the type as 'Field value duration'

Step 6 : Paste the following script in the 'Script' and click 'Submit'

var s = current.workflow_state;
if (s == 'pending_retirement' || s == 'retired') {
answer = false;
mi.endDuration();
}

Here,

i) Setting answer to false will terminate processing of the metric. We have done this cause we want to calculate duration only or the states from draft to published.
ii) mi refers to the MetricInstance and will set the 'End' when the metrics will terminate.

Congratulations, you have successfully created a Metric Definition. 

But, Metrics are configured to work on the task table only. To apply metrics to kb_knowledge table, let us duplicate the metric events business rule that currently runs on the task table for the kb_knowledge table.

Step 7 : Navigate to Metrics > Business Rules & open existing business rule 'metrics events' 

Step 8 : Give it a unique name

Step 9 : Change the table to 'kb_knowledge'

Step 10 : Right click on form header and click 'Insert and Stay'

Hurray, Now you are ready to calculate the how long an article stays in a particular state from draft to publish.

Thank You.

Vishal Ingle

ServiceNow Certified System Administrator

DxSherpa Technologies Pvt. Ltd.

Maharashtra, India