Communities dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Communities dashboard

    The Communities dashboard in ServiceNow provides real-time insights into community usage, membership, content activities, and trends segmented by forum, topic, and administrator. It is accessible viaAll > Platform Analytics > Dashboardsby searching for "Communities Dashboard." This dashboard is designed to help community managers and moderators monitor engagement and content performance effectively.

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    End User Roles

    • Community Moderator: sncommunities.communitymoderator
    • Moderation Administrator: sncommunities.moderationadmin
    • Community Administrator: sncommunities.admin
    • Forum Administrator: sncommunities.forumadmin
    • Forum Moderator: sncommunities.forummoderator
    • Content Creator: paviewer, paadmin

    Key Performance Indicators (KPIs)

    The dashboard tracks critical metrics that help you assess community health and content engagement, including:

    • Number of Members: Total community members.
    • Number of Questions: Questions created in the last 30 days.
    • % Marked as Solved: Questions solved within the last 30 days.
    • % Not Answered: Questions without answers in the last 30 days.
    • Number of Blogs, Documents, and Videos: Non-question content created in the last 30 days.
    • % With Activity: Percentage of content with at least one response or feedback.
    • Average Social Activities per Content: Includes helpful marks, upvotes, comments, and replies.
    • Number of Contributors: Users contributing content.
    • New Content This Month: Posts created in the last 30 days.
    • Average Views and Comments per Content: Measures content visibility and engagement.
    • Number of Featured Content: Content posts highlighted by moderators or administrators.
    • Content Movement Metrics: Tracks content moved to or from activities by admins and moderators.

    Breakdowns and Data Visualizations

    The dashboard offers detailed breakdowns and visualizations to analyze data by:

    • Communities
    • Content Type
    • Forums
    • Topics

    Key visualizations include:

    • Community Activity: Monthly new members and session totals (column chart).
    • New Content by Month: Tracks monthly new posts (column chart and single score).
    • Top 3 Forums and Topics by Social Activity: Pie charts showing forums and topics with highest user responses.
    • Total Content Views: Monthly views per content type (column chart).
    • Forum and Topic KPIs: Single score indicators summarizing performance.
    • Number of Contents Moved: Tracks content relocation activities by moderators/admins (single score).
    • Featured Content: Tracks posts featured monthly by different users (single score).

    Practical Benefits for ServiceNow Customers

    By leveraging this dashboard, community managers and moderators gain a comprehensive view of community engagement and content effectiveness. It enables proactive management of community health by tracking unanswered questions, content activity, and popular forums or topics. This data-driven approach helps optimize content strategies, improve member participation, and maintain vibrant, well-moderated communities.

    The Communities dashboard displays up-to-date status on community usage, membership, content type and activity, and trends by forum, topic, and admin.

    Access the dashboard by navigating to All > Platform Analytics > Dashboards. On the dashboard page, search Communities Dashboard.

    Figure 1. Overview tab

    Overview tab of the Communities Dashboard displaying activity reports in line graphs, trend lines, and pie charts.

    Figure 2. Content tab

    Content tab of the Communities Dashboard displaying monthly trend lines that are related to the new content and a bar graph of total content views.

    Figure 3. Forum tab

    Forum tab of the Communities Dashboard displaying a list of KPIs and their details, like the number of views.

    Figure 4. Topic tab

    Topic tab of the Communities Dashboard displaying a list of KPIs and their details, like social activities per content, new content, and views per content.

    Figure 5. Admin tab

    Admin tab of the Communities Dashboard displaying trend lines that are based on the number of posts moved and the content featured per month.

    End user and roles

    End user Required role
    Community moderator sn_communities.community_moderator
    Moderation administrator sn_communities.moderation_admin
    Community administrator sn_communities.admin
    Forum administrator sn_communities.forum_admin
    Forum moderator sn_communities.forum_moderator
    Content creator pa_viewer, pa_admin

    Indicators

    The Communities dashboard presents the following key performance indicators:
    # of members
    Total number of members.
    # of Questions
    Number of questions created in the last 30 days.
    % Marked as Solved
    Number of questions created in the last 30 days, which are marked as solved.
    % Not Answered
    Number of questions created in the last 30 days, which were not answered.
    # of Blogs, Documents, and Video
    Number of blogs, documents, and videos created in the last 30 days.
    Non-question content
    Number of blogs, videos, and documents posted.
    % With activity
    Percentage of primary or secondary community content with at least one response or feedback.
    Avg. # of social activities per content
    Average number of activities (mark as helpful, upvote, comments, and replies) on any active primary or secondary community content.
    # of contributors
    Number of contributors.
    New content this month
    Number of new content posts in the last 30 days.
    Avg. # of views per content
    Average number of views of the content.
    Avg. # of comments per content
    Average number of comments of the content.
    # of featured content
    Number of content posts that have been featured.
    # of Content moved from activities
    Number of content posts moved from activities.
    # of Content moved to activities
    Number of content posts moved to activities.

    Breakdowns

    The following breakdowns apply to the indicators on the dashboard:
    • Communities Content Type
    • Communities Forum
    • Communities Topic

    Data visualizations

    The dashboards include the following visualizations:
    Title Type Description
    Community Activity Column View the number of new community members and total of sessions on the community per month.
    New Content by Month Column View the number of new content posts per month.
    Top 3 Forums by Social Activity Pie View forums that have received responses from other members. Social activity is any response (answer, comment, blog, video, or document) to a topic added by a user other than the user that originally posted the content.
    Top 3 Topics by Social Activity Pie View topics that have received responses from other members.
    New Content by Month Single Score View the amount of new content, forums, or topics created per month.

    For any chart, you can focus on the most popular content types, forums, or topics by selecting a Breakdown.
    Total Content Views Column View the number of views for each content type per month.
    Forum KPIs Single Score View different indicators for the forums.
    Topic KPIs Single Score View different indicators for the topics.
    Number of Contents Moved Single Score View the number of content posts that have been moved by community administrators and community moderators per month.
    Featured Content Single Score View the number of posts featured by different users per month.