Knowledge Management dashboard
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Summary of Knowledge Management Dashboard
The Knowledge Management dashboard is designed for knowledge content owners and managers to assess the usage and quality of knowledge content. It ensures adherence to proper content creation processes. This documentation references the Performance Analytics Content Pack for Knowledge Management v2, introduced in London, and guides users through enabling and accessing the dashboard.
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Key Features
- Guided Setup: Admins can enable the solution via Performance Analytics > Guided Setup, leading through the configuration process.
- Dashboard Access: Users can find the dashboard by navigating to All > Self-Service > Dashboard and searching for "Knowledge Management dashboard."
- Role-Specific Benefits:
- Knowledge Managers: Identify concerns and optimize resource direction.
- Knowledge Administrators: Gain visibility into usage and quality for planning content creation.
- Content Creators: Understand content usage and improvement areas.
- Performance Indicators: The dashboard tracks key metrics such as article publication rates, average article ratings, user engagement, and search effectiveness.
Key Outcomes
Utilizing the Knowledge Management dashboard allows organizations to:
- Monitor and enhance the quality and efficiency of knowledge content.
- Direct resources effectively based on content performance insights.
- Maximize user engagement with knowledge articles through improved visibility into search behaviors and content usage.
The Knowledge Management dashboard helps knowledge content owners and managers to determine the usage and quality of their knowledge content. It helps confirm that the proper processes and procedures are being followed for content creation.
Note:
- This documentation refers to the Performance Analytics Content Pack for Knowledge Management v2, introduced in London. It doesn’t refer to the older, deprecated version.
- To enable the solution for Knowledge Management, an admin can navigate to . Select Get Started then scroll to the section for Knowledge Management. The guided setup takes you through the entire setup and configuration process.
- To access the Knowledge Management dashboard, navigate to . In the Search dashboard field, search for the Knowledge Management dashboard.
| End user and goal | Required role | Benefits |
|---|---|---|
| Knowledge Manager: must identify areas of concern and direct resources optimally. | knowledge_manager | Can review the velocity of content publication and see what content customers are searching for, to direct the efforts of content owners more efficiently. |
| Knowledge Administrator: needs clear visibility into the usage and quality of knowledge content. | knowledge_admin | Can plan and direct content creation. |
| Content creator: must see the usage of content they own and areas for improvement | pa_viewer | Can see what content in their subject area that customers are looking for. |
CSM Knowledge Management dashboard indicators
The CSM Knowledge Management dashboard provides three views, into content usage, content governance, and content quality.
The Knowledge Management dashboard presents the following key performance indicators:
- % of Knowledge Articles Published
- A daily calculation using the formula
[[Number of knowledge articles published]] / [[Number of knowledge articles active]] - Monthly Average Article Rating
- A monthly calculation of the sum of all article ratings for the month divided by the number of knowledge articles rated for the month.
- Average select Rank
- A monthly calculation using the formula
[[Sum of knowledge search ranks]] / Number of knowledge searches with rank]] - Select Through Rate
- A monthly calculation using the formula
Number of knowledge searches with rank]] / [[Number of knowledge searches]] - Average Time to Publish
- The average time to publish is recalculated daily, as a number of days. The goal of the indicator is for scores to minimize.
- Number of Active Users Who Performed Searches- Monthly
- The number of authenticated users who performed at least one search of the knowledge base in the preceding month. The goal is for the number to maximize.
- Number of Active Users Who Viewed Articles- Monthly
- The number of authenticated users who viewed at least one knowledge article in the preceding month. The goal is for the number to maximize.
- Number of Knowledge Searches with Rank- Monthly
- The number of knowledge searches in a month where the Highest select Rank has a value higher than zero. The goal is for the number to maximize.
- Number of Knowledge Searches- Monthly
- The number of knowledge searches in a month. The goal is for the number to maximize.
- Number of Knowledge Articles Rated- Monthly
- The number of knowledge feedback records created in a month, excluding records where the Rating field is empty. The goal is for the number to maximize.
- Number of Knowledge Articles Published
- A daily count of the total number of knowledge articles that have entered the Published state. The goal is for the number to maximize.
- Number of Knowledge Articles Active
- A daily count of the number of active knowledge articles with up-to-date workflows. The goal is for the number to maximize.
- Sum of Knowledge Article Rating- Monthly
- The monthly sum of all knowledge article ratings. This indicator is used only to calculate the average monthly article rating.
- Sum of Knowledge Search Ranks- Monthly
- The sum of feedback rankings of knowledge searches made in a month, excluding empty Highest select Rank values. The goal is for the number to maximize.
- Average select Rank for Unauthenticated Users
- A monthly calculation of the average select rank for the unauthenticated user activity. The score is calculated according to the formula
[[Sum of Knowledge Search Ranks by Unauthenticated Users- Monthly]]/[[Number of Knowledge Searches by Unauthenticated user with Rank- Monthly]]. A lower value is better. - Select Through Rate for Unauthenticated Users
- A monthly calculation of the percentage of select through rate for the unauthenticated user activity. The score is calculated according to the formula
[[Number of Knowledge Searches by Unauthenticated user with Rank- Monthly]]/[[Number of Knowledge Searches by Unauthenticated user- Monthly]] * 100. A higher value is better. - Number of Knowledge Searches by Unauthenticated Users- Monthly
- A monthly count of the knowledge searches by unauthenticated users.
- Number of Article Views by Unauthenticated Users- Monthly
- A monthly count of the knowledge articles viewed by unauthenticated users.
- Sum of Knowledge Search Ranks by Unauthenticated Users- Monthly
- A monthly sum of the knowledge search ranks for the unauthenticated user activity.
- Number of Knowledge Searches with Rank for Unauthenticated Users- Monthly
- A monthly count of the knowledge searches with select rank for the unauthenticated user activity.
Breakdowns
The following breakdowns apply to the indicators on the dashboard:
- Time to Publish Groups
- Knowledge Base
- Knowledge Category
Data visualizations
The dashboards include the following visualizations:
| Title | Type | Description |
|---|---|---|
| Articles with Inactive Authors | Column |
Active = true and Author.Active = False |
| Invalid Articles | Column |
Active = true and Workflow is one of Draft, Review, Published, or Pending Retirement and Valid to is before today and latest = true |
| Articles Created Over 1 Year | Column |
Active = true and Created = before 1 year ago |
| Articles not Published | Column |
Active = true and Workflow is Draft or Review |