Knowledge management overview Dashboard

Kass3m
Tera Expert

2 hours ago - last edited 2 hours ago

Can the OOB knowledge management overview  Dashboard be updated to only show dashboards/metrics relevant to the user? such as a HR knowledge manager who has benefits content? 

or will it always show all the knowledge bases and metrics, approvals etc for everyone to that HR manager?

 

https://www.servicenow.com/docs/r/xanadu/servicenow-platform/knowledge-management/km-overview-dash-p...

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tiagomacul
Giga Sage

2 hours ago

The requirement to filter the Knowledge Management Overview Dashboard based on the user's specific domain (such as HR vs. IT) is a best practice for reducing operational noise and ensuring that managers stay focused on their relevant content.

From an Enterprise Architecture perspective, the objective is to move from a 'one-size-fits-all' report to a persona-based experience. Here are the recommended ways to achieve this:

1. Utilizing Interactive Filters (The OOB Standard) ServiceNow Dashboards support Interactive Filters. The most efficient way to satisfy this requirement is to:

  • Add an Interactive Filter based on the Knowledge Base or Department field.

  • The HR Manager can then select the 'Benefits' or 'HR' Knowledge Base, and all reports on the dashboard will dynamically adjust to show only those metrics, approvals, and articles.

  • Advantage: This maintains a Single Source of Truth while providing the flexibility for different managers to see what matters to them.

2. Dashboard Permissions and Multiple Versions If the requirement is stricter (i.e., the manager should not even have the option to see other KBs), the recommended path is:

  • Duplicating the Dashboard: Create a specific version for HR Knowledge Managers.

  • Restricting Data at the Source: Ensure that ACLs (Access Control Lists) and Data Filtration are correctly configured. If a manager doesn't have access to IT Knowledge Bases, those records will naturally be excluded from the dashboard metrics due to the platform's 'Security First' architecture.

3. Strategic Governance Insight In the context of the Digital Transformation Pillars, specifically Pillar 5 (Data Governance), the goal is to provide Signal over Noise.

  • As emphasized in the Now Create methodology, implementations should be Value-Oriented. A dashboard that shows irrelevant approvals or metrics for an HR manager is strategically incomplete.

  • Moving toward Platform Analytics (PAR) allows for even more granular control over how these visualizations are shared and filtered based on user roles and attributes.

Summary: While the OOB dashboard provides a global view, it is highly customizable. Using Interactive Filters is the most resilient 'TO-BE' state, as it empowers the user without creating unnecessary technical debt through multiple dashboard clones.

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