Knowledge Health score
Summarize
Summary of Knowledge Health Score
The Knowledge Health Score is a metric that assesses the quality of knowledge articles and knowledge bases by applying weighted scan metrics. It helps ServiceNow customers identify and address content gaps that can impact discoverability and user trust. This score provides actionable insights both at the article level and aggregated across knowledge bases, enabling governance and continuous improvement of knowledge content.
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Key Features
- Governance at Knowledge Level: The roll-up score appears on the Knowledge Management homepage, offering leadership quick visibility into overall knowledge quality.
- Scalable Content Quality Visibility: Instead of manual audits, the system provides immediate signals where content quality is declining by aggregating scores for articles and knowledge bases.
- In-Context Feedback: While editing an article, authors see a panel highlighting which quality parameters are negatively affecting the article’s health score, guiding targeted improvements.
- Score Calculation: Each article is evaluated against six quality parameters and assigned a health score from 0 to 100. Knowledge Base scores are averages of all article scores within that base, and the overall aggregated score averages all Knowledge Base scores.
- Health Score Aggregation Levels:
- Article Health Score: Quality score for individual articles based on scan parameters.
- Knowledge Base Level: Average of article scores within a knowledge base.
- Aggregated Score: Overall average of all knowledge base scores, displayed on the homepage gauge.
- Knowledge Base Health View: Provides a drill-down interface showing health scores by knowledge base and articles. It includes:
- Needs Attention: Issue cards highlight which quality parameters affect articles, helping prioritize fixes.
- Knowledge Bases List: Displays accessible knowledge bases with key details and health scores.
- Articles List: Lists articles with titles, descriptions, view counts, and individual health scores. Selecting an article opens the editor for improvements.
Prerequisites
- Enable the Enable article health score calculation property.
- Enable the Enable article optimization recommendations skill to view and utilize health scores.
Practical Benefits for ServiceNow Customers
By leveraging the Knowledge Health Score, customers can efficiently monitor and improve the quality of knowledge content across their organization. This leads to better content discoverability, increased user trust, and streamlined governance. The in-context feedback and detailed health views empower knowledge authors and managers to pinpoint and resolve quality issues promptly, enhancing the overall knowledge management experience.
The Knowledge Health Score measures the quality of knowledge articles and your knowledge bases using weighted scan metrics, so you can identify and resolve content gaps that affect discovery and user trust.
Benefits
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
You must enable Enable article health score calculation property and Enable article optimization recommendations skill to view knowledge health score.
How the Knowledge Health Score is calculated
Each knowledge article is scanned against six 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 Knowledge Base scores. See Article health score for the full parameter breakdown and weighted calculation.
Score aggregation across levels
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 six quality parameters and computing a weighted average of the results.
- Knowledge Base level
- The average of all article health scores within a Knowledge Base selected by the user.
- Aggregated 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
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 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.
- Knowledge bases
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Lists the knowledge bases you have access to.
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
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Lists knowledge articles across the selected Knowledge Base.
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.