Track Usage Insights in Service Portal

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Track Usage Insights for Service Portal to monitor key performance indicators with the Usage Insights dashboard.

    Before you begin

    Role required: portal_analytics_admin

    About this task

    By default, tracking is enabled for all portals. Beginning with the Tokyo release, you need to enable tracking for a specific portal only if you enabled tracking for some portals but not others in a previous version.

    Portals that have been configured for tracking are listed in the Usage Insights Settings [sys_analytics_bucket] table. For information about managing existing analytics settings for a portal, see Configure User Experience Analytics Settings.

    Procedure

    1. Navigate to All > Service Portal > Portals.
    2. Select the portal title.
    3. On the portal form, select Create Analytics Settings.
      Note:
      If a portal has already been configured for tracking, the button name will be View Analytics Settings.
    4. On the User Experience Analytics Settings form, specify which users to track.
      • To track analytics only for authenticated users, clear the Enable Unauthenticated User Tracking check box.
      • To track analytics for both unauthenticated and authenticated users, select the Enable Unauthenticated User Tracking check box.
      Note:
      If you enabled unauthenticated user tracking, you might be required by law to notify unauthenticated users that you are tracking their usage for analysis. To display a legal notice, activate the Privacy Notice announcement, which is inactive by default. For more information, see Activate the privacy notice for unauthenticated users.
    5. Select Update.

    Result

    You can now view user analytics tracking for the selected portal by navigating to User Experience Analytics > Dashboard. For more information on using the dashboard, see Overview of the Dashboard.