Configure the knowledge base for ITSM Success Dashboard indicators

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Include only the relevant knowledge bases related to IT while determining the Self-solved using Knowledge KPI in ITSM Success Dashboard indicators.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Self-Service Analytics > Activity Context.
    2. Select ITSM KB deflection from the list.
    3. In the Activity Context Types tab, select the Preview icon corresponding to Viewed a knowledge article activity type.
    4. Select Open record.
    5. In the Activity Context Type form, change the filter condition to include the relevant knowledge bases.
    Figure 1. Activity context type
    activity context type
    1. Select Update.