Knowledge Health score
Summarize
Summary of Knowledge Health score
The Knowledge Health Score in ServiceNow measures the quality of knowledge articles and knowledge bases by using weighted scan metrics. This score helps you identify and address content gaps that impact discoverability and user trust, enabling better governance and content quality management at scale.
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Key Features
- Governance at the knowledge level: A roll-up health score provides leadership with insights into knowledge quality directly from the homepage.
- Visibility into content quality: Automatic scoring eliminates the need for manual audits across hundreds of articles, providing immediate signals where quality is declining.
- In-context feedback: While editing an article, a side panel highlights which quality parameters are lowering the score, allowing authors to make targeted improvements.
- Score aggregation: Individual article scores (0-100) are calculated based on six quality parameters. These scores roll up to overall Knowledge Base scores and then to an aggregated Knowledge Base score visible on the Knowledge Management homepage gauge.
- Knowledge Base health view: A detailed dashboard filters and drills down into scores by knowledge base and article, showing which articles need attention and allowing direct navigation for remediation.
How Scores Are Calculated and Used
The system scans each knowledge article against six defined quality parameters to compute an article health score from 0 to 100. The average of all article scores makes up each Knowledge Base score, and the average of all Knowledge Base scores forms the overall aggregated score. Changes to an article’s score automatically update the relevant Knowledge Base and homepage aggregate scores.
Knowledge Base Health View Components
- Needs Attention: Displays indicators and issue cards for each quality parameter affecting articles, allowing filtering to focus on specific quality issues.
- Knowledge Bases: Lists all accessible knowledge bases with details such as name, description, owner, health score, and article counts.
- Articles: Shows articles within the selected knowledge base, including title, description, view count, associated knowledge base, and individual health scores. Selecting an article opens it for editing and score improvement.
Prerequisites and Related Tasks
To activate and use the Knowledge Health Score, you must enable the Enable article health score calculation property and the Enable article optimization recommendations skill. Related tasks include viewing the Knowledge Health Score dashboard to monitor and manage content quality.
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 aggregated 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 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
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.