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 provides administrators with detailed insights into user search queries and the effectiveness of Now Assist in delivering relevant results. This tool helps Knowledge admins enhance the quality and availability of Knowledge Base content and catalog items by analyzing user interactions and search outcomes.
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Key Features
- Genius Results Tracking: Displays the total number of search queries that returned Genius Results, which include Knowledge Base articles and catalog items delivered by Now Assist.
- Engagement Metrics: Measures user interactions with Genius Results, such as follow-up questions, viewing full answers, clicking citations, and handoffs to chat.
- Response Time Monitoring: Shows the average time taken for Genius Results to load, helping admins assess performance.
- Feedback Collection: Tracks positive (thumbs up) and negative (thumbs down) feedback on Genius Results to gauge user satisfaction.
- Source Distribution: Analyzes the origin of search queries, including Virtual Agent and Service Portal, highlighting where users initiate searches.
- Top Queries Identification: Lists the most frequent queries that returned Genius Results for both Knowledge Base articles and catalog items to understand popular user needs.
Key Outcomes
By leveraging the User Search Analyzer, ServiceNow customers can:
- Gain actionable insights into how effectively Now Assist supports self-service through relevant search results.
- Identify gaps or opportunities to improve Knowledge Base articles and catalog content based on search query patterns and feedback.
- Monitor user engagement with search results to optimize content delivery and user experience.
- Track response times to ensure timely access to information, enhancing overall search performance.
- Understand the primary channels users employ to search, enabling targeted improvements in those environments.
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 Result.
- 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
- Queries with Genius Results
- This area of the dashboard total number of search queries that had a Genius Result returned by Now Assist. Note:A query can have more than one genius result.
Figure 2. Queries with Genius Results indicator - Genius Result Engagement
- This area of the dashboard shows the number of genius results returned by Now Assist that covers the interactions like "Ask a follow up" or "Show full answer", and clicking on citations within the result card.
Figure 3. Genius Result engagement indicator - Genius Result response time
- This area of the dashboard shows the average response time taken for a Genius Result to load.
Figure 4. Genius Result response time indicator - Genius Result to chat handoff
- This area of the dashboard shows the number of times users clicked the Ask a follow-up button within the synthesized Genius Result.
Figure 5. Genius Result to chat handoff indicator - Genius Results citation engagement
- This area of the dashboard shows the number of interactions with citations within Genius Result returned by Now Assist.
Figure 6. Genius Results citation engagement indicator - Feedback (Thumbs up)
- This area of the dashboard shows the count for positive feedback for Genius Result returned by Now Assist.
Figure 7. Feedback (Thumbs up) indicator - Feedback (Thumbs down)
- This area of the dashboard shows the count for negative feedback for Genius Result returned by Now Assist.
Figure 8. Feedback (Thumbs down) indicator - Genius Results with Knowledge Base
- This area of the dashboard shows the number of search queries where Now Assist returned Knowledge Base articles as Genius Result for the users to review.
Figure 9. Genius Results with Knowledge Base indicator - Genius Results with Catalog Item
- This area of the dashboard shows the number of search queries where Now Assist returned catalog items as Genius Result for the users to review.
Figure 10. Genius Results with Catalog Item indicator - Top 10 queries with Knowledge Base Genius Result
- This area of the dashboard shows the top ten search queries where Now Assist returned Knowledge Base as Genius Result, with respective query count.
Figure 11. Top 10 queries with Knowledge Base Genius Result - Top 10 queries with Catalog Item Genius Result
- This area of the dashboard shows the top ten search queries where Now Assist returned catalog items as Genius Result, with respective query count.
Figure 12. Top 10 queries with Catalog Item Genius Result indicator