--- sourceDocument: Australia ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform Release : - australia ft:locale : - en-US ft:publication_title : - Australia ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Knowledge Health Score # Knowledge Health score {#ariaid-title1} Release version: Australia Updated April 29, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Health Score The Knowledge Health Score is a metric in ServiceNow that evaluates the quality of knowledge articles and knowledge bases using weighted scan parameters. This score helps organizations identify content gaps affecting article discoverability and user trust, enabling proactive knowledge management and continuous improvement. Show full answer Show less ## Key Features * **Governance at the knowledge level:** Provides leadership with a roll-up score visible on the homepage, offering insights into overall knowledge quality. * **Visibility into content quality at scale:** Automates quality assessment of hundreds of articles, replacing manual audits with immediate signals where quality is declining. * **In-context feedback:** Authors see a side panel in edit mode highlighting specific quality parameters that negatively impact the article score, facilitating targeted improvements. * **Score aggregation:** Scores are calculated per article (0-100), averaged to produce Knowledge Base health scores, and further aggregated to an overall score displayed on the Knowledge Management homepage. * **Knowledge Base health view:** Offers a drill-down interface to identify knowledge bases and articles needing attention, with dynamic filters and issue cards based on scan parameters. * **Duplicate content detection:** Highlights duplicate articles and topics needing review with direct navigation for remediation. ## Practical Use and Configuration To activate the Knowledge Health Score, customers must enable the **Enable article health score calculation** property and the **Enable article optimization recommendations** skill. Once enabled, the system scans each article against seven quality parameters, calculates scores, and aggregates them to provide actionable insights. ## Key Outcomes * **Improved knowledge quality:** Targeted scoring and feedback help authors and managers focus on content that requires enhancement. * **Efficient content governance:** Leadership gains visibility into knowledge health trends across the enterprise, supporting better decision-making. * **Streamlined maintenance:** The Knowledge Base health interface expedites identification and resolution of issues, including duplicates, ensuring up-to-date and trustworthy knowledge resources. The Knowledge Health Score measures the quality of knowledge articles and your knowledge bases using weighted scan metrics. The score helps you to identify and resolve content gaps that affect discovery and user trust. ## Benefits {#knowledge-health-score__section_zdh_pg1_3jc} Governance at the knowledge level- the roll-up score gives leadership insights about knowledge quality in the home page. Visibility into content quality at scale- instead of manually auditing hundreds of articles and KB-level scores give an immediate signal of where quality is degrading. In-context feedback- The right-side panel shows exactly which parameters are pulling the score down while the author is already in edit mode. ## Prerequisites {#knowledge-health-score__section_prerequisites} You must enable [Enable article health score calculation](https://www.servicenow.com/docs/Max1q0BkXMeoX8stfhH3qQ "Activate article health score calculation so Knowledge Management assesses and displays quality scores for knowledge articles. Enabling this property activates the health score calculation engine, without which health scores aren't computed or displayed for knowledge articles.") property and [Enable article optimization recommendations](https://www.servicenow.com/docs/x2CEhJYnR4Chi68HsOOlTw "Enable article optimization recommendations in ServiceNow Otto to activate AI-powered improvement suggestions for knowledge articles.") skill to view knowledge health score. ## How the Knowledge Health Score is calculated {#knowledge-health-score__section_h3q_x5c_3jc} Each knowledge article is scanned against seven quality parameters and assigned an article health score from 0 to 100. Knowledge Base scores are the average of all article scores within that Knowledge Base, and the score is the average of all aggregated Knowledge Base scores. See [Article health score](https://www.servicenow.com/docs/3jRqjUjqNSNv9h9JZT3uWg "Track and improve the quality of your knowledge articles using the article health score. Scan results highlight specific issues to fix, and improvements automatically roll up to your Knowledge Base and instance scores.") for the full parameter breakdown and weighted calculation. ## Score aggregation across levels {#knowledge-health-score__section-aggregation} Article scores aggregate upward through two additional levels: Article Health Score : The article health score is a numeric value from 0 to 100 that represents the quality of a single knowledge article. It is calculated by scanning the article against seven quality parameters and computing a weighted average of the results. Knowledge Base health : The average of all article health scores within a Knowledge Base selected by the user. Aggregated Knowledge Base score : The average of all Knowledge Base scores across the Knowledge Base. This is the score displayed on the Knowledge Management homepage gauge by default. A change to a single article score propagates upward: improving an article raises its Knowledge Base score, which in turn affects the average score appearing in the home page. ## Knowledge Base health {#knowledge-health-score__section_vhw_vmq_jjc} The Knowledge Base health view provides a filtered, drill-down view of health scores across the knowledge bases you have access to. Use this view to identify which knowledge bases and articles need attention and to navigate directly to articles that require fixes. The view contains three sections: Needs Attention : Displays a health score indicator for the selected Knowledge Base and a set of top six issue cards, one for each scan parameter. Each card shows the parameter name and the number of articles affected by that finding. Select a card to filter the Articles list to only the articles affected by that parameter. The section updates dynamically when you change the Knowledge Base filter. : Displays a duplicate articles card, showing the duplicate health score and topics needing attention. Select Review Duplicates to go directly to the articles that need fixes. Knowledge bases : Lists the knowledge bases you have access to. {#knowledge-health-score__section_vhw_vmq_jjc__entry__2} | Column | Description | |-|-| | Knowledge Base | Name of the Knowledge Base. | | Description | Brief description of the Knowledge Base. | | Owner | User responsible for the Knowledge Base. | | Health score | Aggregate health score for the Knowledge Base. | [ ] Articles : Lists knowledge articles across the selected Knowledge Base. {#knowledge-health-score__section_vhw_vmq_jjc__entry__12} | Column | Description | |-|-| | Article | Title of the knowledge article. | | Short description | Brief description of the article. | | View count | Number of times the article has been viewed. | | Knowledge base | Knowledge base the article belongs to. | | Health score | Health score for the individual article. | [ ] Select an article to open it and navigate to the edit view to improve its health score. **Related tasks** * [Enable article optimization recommendations](https://www.servicenow.com/docs/x2CEhJYnR4Chi68HsOOlTw "Enable article optimization recommendations in ServiceNow Otto to activate AI-powered improvement suggestions for knowledge articles.") * [Enable article health score calculation](https://www.servicenow.com/docs/Max1q0BkXMeoX8stfhH3qQ "Activate article health score calculation so Knowledge Management assesses and displays quality scores for knowledge articles. Enabling this property activates the health score calculation engine, without which health scores aren't computed or displayed for knowledge articles.") * [View the Knowledge Health Score dashboard](https://www.servicenow.com/docs/18trcpkvxT8cZngeIFFn0w "View the instance-level health score gauge on the Knowledge Management homepage and navigate to the knowledge base health view to identify content that needs attention.")