Knowledge Management dashboard
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Summary of Knowledge Management Dashboard
The Knowledge Management dashboard in ServiceNow empowers content owners and managers to assess the usage and quality of knowledge content, ensuring adherence to content creation processes. It utilizes the Performance Analytics Content Pack for Knowledge Management v2, introduced in London, to provide insights and facilitate effective content management.
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Key Features
- Setup and Access: Admins can enable the dashboard through Performance Analytics > Guided Setup. Users can access it via All > Self-Service > Dashboard by searching for the Knowledge Management dashboard.
- Role-Specific Benefits:
- Knowledge Manager: Identifies concerns and optimizes resource allocation.
- Knowledge Administrator: Gains visibility into content usage and quality for planning.
- Content Creator: Monitors usage of their content and identifies improvement areas.
- Performance Indicators: Key metrics include the percentage of knowledge articles published, monthly average article ratings, click-through rates, and active user counts, all aimed at maximizing engagement and quality.
Key Outcomes
The dashboard allows users to track critical metrics that enhance knowledge content management, leading to improved content quality and user engagement. By leveraging these insights, organizations can efficiently direct content creation efforts and optimize knowledge base utilization.
The Knowledge Management dashboard helps knowledge content owners and managers to determine the usage and quality of their knowledge content and 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 does not refer to the older, deprecated version.
- To enable the solution for Knowledge Management, an admin can navigate to . Click 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 . In the Search dashboard field, search for the Knowledge Management dashboard.
| End user and goal | Required role | Benefits |
|---|---|---|
| Knowledge Manager: Needs to 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: Needs to 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. |
CSM Knowledge Management dashboard indicators
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 Click Rank
- A monthly calculation using the formula
[[Sum of knowledge search ranks]] / Number of knowledge searches with rank]] - Click 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 Click 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 Click Rank values. The goal is for the number to maximize.
- Average Click Rank for Unauthenticated Users
- A monthly calculation of the average click 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. - Click Through Rate for Unauthenticated Users
- A monthly calculation of the percentage of click 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 click rank for the unauthenticated user activity.
Breakdowns
The following breakdowns apply to the indicators on the dashboard:
- Time to Publish Groups
- Knowledge Base
- Knowledge Category
Data visualizations
The dashboards include the following visualizations:
| Title | Type | Description |
|---|---|---|
| Articles with Inactive Authors | Column |
Active = true and Author.Active = False |
| Invalid Articles | Column |
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 |
Active = true and Created = before 1 year ago |
| Articles not Published | Column |
Active = true and Workflow is Draft or Review |