User search analyzer
Summarize
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 User Search Analyzer
The User Search Analyzer dashboard in ServiceNow's Yokohama release offers administrators valuable insights into user search queries handled by Now Assist. It helps Knowledge admins evaluate the effectiveness of search results in self-service channels like Virtual Agent and Service Portal, enabling them to enhance Knowledge content and availability for improved user experience.
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Key Features
- Total Search Queries: Displays the overall number of search queries processed by Now Assist across self-service channels.
- Queries with Genius Results: Shows the count of queries that returned one or more genius results, indicating relevant content found.
- Queries with Knowledge Base Articles as Genius Results: Highlights queries for which Knowledge articles were provided as top results.
- Queries with Catalog Items as Genius Results: Identifies queries that returned catalog items as top results.
- Queries without Genius Results: Indicates the number of queries where Now Assist did not return any genius results, signaling potential gaps in content.
- Search Queries by Source or Channel: Breaks down the number of queries handled by each AI Search source or channel, such as Virtual Agent or Service Portal.
- Top Queries: Lists the top five search queries overall, as well as the top five queries that yielded no results, top five queries with Knowledge article results, and top five queries with catalog item results.
Key Outcomes
Using the User Search Analyzer dashboard, ServiceNow customers can:
- Gain a clear view of how effectively Now Assist delivers relevant Knowledge Base articles and catalog items in response to user queries.
- Identify common search queries that fail to return helpful results, guiding content improvement efforts.
- Understand which channels contribute most to search activity, allowing targeted optimization of self-service experiences.
- Prioritize enhancements to Knowledge content and catalog items based on user search behavior and feedback.
Gain insights into user search queries and results provided by Now Assist.
The User search analyzer dashboard page contains indicators that help admins understand the effectiveness of search in enhancing the self-service experience. Equipped with insights from the dashboard, Knowledge admins can improve Knowledge content and availability for search.
The indicators on the User search analyzer dashboard page provide the following insights. See Now Assist Analytics dashboard indicator details for information on the data and calculations behind each indicator.
- Search queries that yielded Knowledge Base articles and catalog items as genius results.
- Distribution of search queries by the source that they originated from, for example, Now Assist in Virtual Agent, Service Portal.
- List of the most common queries that did or didn’t yield genius results.
User search analyzer indicators
- Total search queries
- This area of the dashboard shows the total number of search queries handled by Now Assist self-service channels.
Figure 2. Total search queries indicator - Queries with genius results
- This area of the dashboard shows the number of genius results returned by Now Assist for the users to review. Note:A query can have more than one genius result.
Figure 3. Queries with genius results indicator - Queries with Knowledge Base articles as genius results
- This area of the dashboard shows the number of search queries where Now Assist returned Knowledge articles as genius results for the users to review.
Figure 4. Queries with Knowledge Base articles as genius results indicator - Queries with catalog items as genius results
- This area of the dashboard shows the number of search queries where Now Assist returned catalog items as genius results for the users to review.
Figure 5. Queries with catalog items as genius results indicator - Queries without genius results
- This area of the dashboard shows the number of responses where Now Assist didn’t provide a genius result response for the users to review.
Figure 6. Queries without genius results indicator - Search queries per source or channel
- This area of the dashboard shows the number of search queries handled by each of the AI Search sources or channels.
Figure 7. Search queries per source or channel indicator - Top 5 queries
- This area of the dashboard shows the top five search queries by the respective query count.
Figure 8. Top 5 queries - Top 5 queries without results
- This area of the dashboard shows the top five search queries that didn’t yield any result.
Figure 9. Top 5 queries without results indicator - Top 5 queries resulting in Knowledge articles as genius results
- This area of the dashboard shows the top five search queries where Now Assist returned Knowledge articles as genius results, with respective query count.
Figure 10. Top 5 queries resulting in Knowledge articles as genius results indicator - Top 5 queries resulting in catalog items as genius results
- This area of the dashboard shows the top five search queries where Now Assist returned catalog items as genius results, with respective query count.
Figure 11. Top 5 queries resulting in catalog items as genius results indicator