--- sourceDocument: Yokohama ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/servicenow-platform Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Knowledge Management dashboard # Knowledge Management dashboard {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Knowledge Management dashboard The Knowledge Management dashboard in ServiceNow, introduced with the Performance Analytics Content Pack v2, enables knowledge content owners and managers to monitor the usage, quality, and governance of their knowledge articles. It supports ensuring adherence to content creation processes and helps optimize knowledge content management efforts. Show full answer Show less Administrators can enable the dashboard through Performance Analytics Guided Setup under the Knowledge Management section. Users access the dashboard via Self-Service \> Dashboard by searching for the Knowledge Management dashboard. ## Key Features * **Three main views:** Content Usage, Content Governance, and Content Quality, each providing focused insights. * **Role-based access:** * **Knowledge Manager (knowledgemanager):** Identifies concerns and directs content owner efforts using content publication velocity and search trends. * **Knowledge Administrator (knowledgeadmin):** Gains clear visibility into content usage and quality to plan and direct content creation effectively. * **Content Creator (paviewer):** Views usage statistics for their subject area and identifies improvement opportunities. * **Key Performance Indicators (KPIs):** Metrics include percentage of articles published, average article rating, average search rank, select through rate, average time to publish, and various counts of active users, searches, views, and ratings---broken down by authenticated and unauthenticated users. * **Breakdowns:** KPIs can be segmented by Time to Publish, Groups, Knowledge Base, and Knowledge Category for detailed analysis. * **Data Visualizations:** Graphical representations highlight specific content statuses such as articles with inactive authors, invalid articles, articles older than one year, and articles not published. ## Benefits for ServiceNow Customers * Improves governance by ensuring content processes are followed and outdated or invalid articles are identified. * Enables data-driven decisions to optimize content creation, publication timelines, and resource allocation. * Provides actionable insights into customer search behavior and content effectiveness to enhance knowledge base relevance. * Supports monitoring of both authenticated and unauthenticated user activity for comprehensive usage analysis. The Knowledge Management dashboard helps knowledge content owners and managers to determine the usage and quality of their knowledge content. It helps confirm that the proper processes and procedures are being followed for content creation. Note: * This documentation refers to the Performance Analytics Content Pack for Knowledge Management v2, introduced in London. It doesn't refer to the older, deprecated version. * To enable the solution for Knowledge Management, an admin can navigate to Performance AnalyticsGuided Setup. Select Get Started then scroll to the section for Knowledge Management. The guided setup takes you through the entire setup and configuration process. * To access the Knowledge Management dashboard, navigate to AllSelf-ServiceDashboard. In the Search dashboard field, search for the Knowledge Management dashboard. {#knowledge-management-dashboard__ul_jgm_c5b_zrb} Figure 1. Knowledge Management dashboard- Content Usage tab Figure 2. Knowledge Management dashboard - Content Governance tab Figure 3. Knowledge Management dashboard-Content Quality tab {#knowledge-management-dashboard__table_kmdash-personas__entry__3} | End user and goal | Required role | Benefits | |-|-|-| | Knowledge Manager: must identify areas of concern and direct resources optimally. | knowledge_manager | Can review the velocity of content publication and see what content customers are searching for, to direct the efforts of content owners more efficiently. | | Knowledge Administrator: needs clear visibility into the usage and quality of knowledge content. | knowledge_admin | Can plan and direct content creation. | | Content creator: must see the usage of content they own and areas for improvement | pa_viewer | Can see what content in their subject area that customers are looking for. | [Table 1. End users and roles] {#knowledge-management-dashboard__table_kmdash-personas} ## CSM Knowledge Management dashboard indicators {#knowledge-management-dashboard__section_cd4_ln4_q2b} The CSM Knowledge Management dashboard provides three views, into content usage, content governance, and content quality. The Knowledge Management dashboard presents the following key performance indicators: % of Knowledge Articles Published : A daily calculation using the formula `[[Number of knowledge articles published]] / [[Number of knowledge articles active]]` Monthly Average Article Rating : A monthly calculation of the sum of all article ratings for the month divided by the number of knowledge articles rated for the month. Average select Rank : A monthly calculation using the formula `[[Sum of knowledge search ranks]] / Number of knowledge searches with rank]]` Select Through Rate : A monthly calculation using the formula `Number of knowledge searches with rank]] / [[Number of knowledge searches]]` Average Time to Publish : The average time to publish is recalculated daily, as a number of days. The goal of the indicator is for scores to minimize. Number of Active Users Who Performed Searches- Monthly : The number of authenticated users who performed at least one search of the knowledge base in the preceding month. The goal is for the number to maximize. Number of Active Users Who Viewed Articles- Monthly : The number of authenticated users who viewed at least one knowledge article in the preceding month. The goal is for the number to maximize. Number of Knowledge Searches with Rank- Monthly : The number of knowledge searches in a month where the Highest select Rank has a value higher than zero. The goal is for the number to maximize. Number of Knowledge Searches- Monthly : The number of knowledge searches in a month. The goal is for the number to maximize. Number of Knowledge Articles Rated- Monthly : The number of knowledge feedback records created in a month, excluding records where the Rating field is empty. The goal is for the number to maximize. Number of Knowledge Articles Published : A daily count of the total number of knowledge articles that have entered the Published state. The goal is for the number to maximize. Number of Knowledge Articles Active : A daily count of the number of active knowledge articles with up-to-date workflows. The goal is for the number to maximize. Sum of Knowledge Article Rating- Monthly : The monthly sum of all knowledge article ratings. This indicator is used only to calculate the average monthly article rating. Sum of Knowledge Search Ranks- Monthly : The sum of feedback rankings of knowledge searches made in a month, excluding empty Highest select Rank values. The goal is for the number to maximize. Average select Rank for Unauthenticated Users : A monthly calculation of the average select rank for the unauthenticated user activity. The score is calculated according to the formula `[[Sum of Knowledge Search Ranks by Unauthenticated Users- Monthly]]/[[Number of Knowledge Searches by Unauthenticated user with Rank- Monthly]]`. A lower value is better. Select Through Rate for Unauthenticated Users : A monthly calculation of the percentage of select through rate for the unauthenticated user activity. The score is calculated according to the formula `[[Number of Knowledge Searches by Unauthenticated user with Rank- Monthly]]/[[Number of Knowledge Searches by Unauthenticated user- Monthly]] * 100`. A higher value is better. Number of Knowledge Searches by Unauthenticated Users- Monthly : A monthly count of the knowledge searches by unauthenticated users. Number of Article Views by Unauthenticated Users- Monthly : A monthly count of the knowledge articles viewed by unauthenticated users. Sum of Knowledge Search Ranks by Unauthenticated Users- Monthly : A monthly sum of the knowledge search ranks for the unauthenticated user activity. Number of Knowledge Searches with Rank for Unauthenticated Users- Monthly : A monthly count of the knowledge searches with select rank for the unauthenticated user activity. ## Breakdowns {#knowledge-management-dashboard__section_tvj_rx4_q2b} The following breakdowns apply to the indicators on the dashboard: * Time to Publish Groups * Knowledge Base * Knowledge Category {#knowledge-management-dashboard__ul_rcx_rx4_q2b} ## Data visualizations {#knowledge-management-dashboard__section_b5j_wx4_q2b} The dashboards include the following visualizations: {#knowledge-management-dashboard__table_nbc_by4_q2b__entry__3} | Title | Type | Description | |-|-|-| | Articles with Inactive Authors | Column![Column icon]() | Active = true and Author.Active = False | | Invalid Articles | Column![Column icon]() | Active = true and Workflow is one of Draft, Review, Published, or Pending Retirement and Valid to is before today and latest = true | | Articles Created Over 1 Year | Column![Column icon]() | Active = true and Created = before 1 year ago | | Articles not Published | Column![Column icon]() | Active = true and Workflow is Draft or Review | [ ] {#knowledge-management-dashboard__table_nbc_by4_q2b} **Related topics** * [Dashboards](https://www.servicenow.com/docs/access?context=dashboards-landing-page&version=yokohama&pubname=yokohama-now-intelligence&ft:locale=en-US) *[\>]: and then