The reports I find most useful for managing knowledge

[servicenowkevin]

As we're all aware, creating knowledge and having it available in the knowledge base isn't enough. You need to manage the knowledge after it is created. There's a few reports that either I or Erich Zirnhelt have created that provide me some insight into our content. I'll talk about two of those reports today, and if there's appetite for it, I can follow up with some other reports we use.

Ratings by Month

This is pretty straight forward. We have a five star rating system and we want to ensure the content is consistently being rated a 4 or 5. I've set the goal for my team to have 80% positive ratings. For negative ratings, we look for trends. Is a particular article consistently rated negatively? Can that article be changed/improved to better meet our customer's needs? Also, we'll see if there's similarity among the top rated content. Is a specific type/style of article consistently rated more highly than the rest of our content?

Here's what that report looks like:

External Views by Month and Topic

We use external views to help us determine where we're having success with views. Also, if you've been following Erich's posts, you'll know that we've allowed external search engines to crawl our content. The external views report allows us to see if exposing our content to external search engines is increasing our viewership (SPOILER: It is increasing views).

We focus our content creation efforts on specific topics or categories and we want to track whether we have an impact after the content is published. Also, if we use our article views report along side incident volume reports, we can draw some correlation between our content and a stabilization or reduction in incident volume... Or we see no impact and we go back to do a deeper analysis, adjust content, and measure again.

Here's what the external views by month and topic looks like:

Each color is represents a different topic.

What reports are you finding most valuable to help you manage your knowledge?

If you have questions about reporting on knowledge, let me know.

[jennifer_dell-e]

I haven't found a way to get this using the OOB Reporting because it requires information from the Knowledge table as well as the Incident table, so requires pivot tables in excel. We first look to see who viewed KB content for specific topics, then look to see if they opened an INC ticket in the same area. If they didn't open an INC ticket, then we consider them as deflected. We also take metrics on L1 resolution % rates and % of tickets that needed to be escalated to L2. We deep dive into the tickets to look for content to add to the KB for self service as well as ensuring that tickets are resolved at the appropriate level of support.

I haven't seen what capabilities come with London, but have read that ServiceNow is now KCS v6 certified with the London release. So perhaps reporting capabilities will improve as well.

[JR1]

Thank you Jennifer, I agree with your assessment of OOB reporting, I ended up leveraging google analytics to automate the process you are performing through excel and manual deep dive, since I do not have the resources to dedicate to the time it takes to investigate the amount of requests and incidents that come in every month. 

I wish there was an easier way through within ServiceNow reporting or at the least in performance analytics that is build to cater to such KPIs. 

I have seen the demos for customer service management that includes KM, and some reporting was showcased but it was high level. I am hoping as you, that we may get more useful tools dedicated for KM. 

[Amelia2]

Agreeing with this post - would love to learn more about, user-friendly reporting capabilities.  I don't envision our Service Desk having the time to assess data and create a manual report....