What is "Knowledge Use"?

[michaelrfisher]

ServiceNow Knowledge Management has a canned report called "Knowledge Use." I run it and look at it every week, but it is not at all clear to me what triggers a knowledge interaction being added to this table, especially since in most cases the value in the "Used" field is FALSE.

What the heck is this report showing me?

[corina]

Helo Michael.

YOu will have some information on this here

Re: What is the definition of "Knowledge Use"?

Also, there is a wiki article containing a brief explanation of knowledge use.

[Chuck Tomasi]

The kb_use table indicates when an article is attached to a task record (e.g. incident or change). When it does, a record gets created in kb_use. This report is counting how many times a particular knowledge base is being used (as indicated in the Grouped by field.)

[michaelrfisher]

That's interesting, Chuck, thanks!

The next questions that emerge are these...

1. How then is Knowledge Use different from Relevant Knowledge?

2. Why in the vast majority of the Knowledge Use does "Used" = "FALSE"?

[Chuck Tomasi]

Hard for me to speak to #1. I don't have an OOB report called Relevant Knowledge.

Not sure about #2. I only have a limited set of records and they all say used=true, viewed=true. based on limited testing, if the KBA comes up in the related search results and you mark it as helpful, it creates an entry in kb_use with used=false (for new incidents.) If the incident is already created and you click the "Attach" button, it gets set as used=true.