Understand the Content Operations dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Understand the Content Operations dashboard

    The Content Operations dashboard is a centralized launchpad designed for content authors and managers in ServiceNow. It enables users with the Content Manager role to efficiently create, manage, and monitor content, including viewing engagement metrics, scheduling, content requests, and managing ownership of pages and widgets. Access to this dashboard is available via Content Publishing, Content Experiences, or Content Governance modules.

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    To enable this dashboard, administrators must install the Content Publishing, Content Governance, and optionally Content Experiences plugins (August 2024 store release or later).

    My Content

    This section provides personalized metrics and lists of content created by the user. Key cards include:

    • My Content: Displays all content created by the user.
    • Content Library and Campaigns: Shows scheduled content and campaign statuses, such as content to be published, content expiring within 7 days, and campaign content metrics.
    • Content Requests: Provides quick views of incoming content requests, including unassigned requests, requests due within 7 days, in-progress, in-review, and ready-to-publish requests.

    Note: Content Admins can configure time ranges (e.g., the 7-day period) via Content Governance properties.

    Publishing Calendar

    The publishing calendar offers a unified interface for content managers to view scheduled publishing activities, upcoming campaigns, and content request due dates. Users can filter the calendar by:

    • View Type: Content requests, Content Library items, or Campaign content (available if Content Experiences plugin is installed).
    • Channel Type: Differentiates content by delivery channels such as mobile content, news, notifications, portal, and to-do content, each displayed based on specific scheduling dates.
    • Page and Widget: Allows filtering content by portal pages or specific widget instances.

    Important: Only content with configured start dates appears on the calendar; "Always active" content is excluded.

    Ownership

    This tab provides an overview of content ownership across content items, pages, topics, and audiences. Filters enable viewing by specific groups or users, with groups based on roles like Content Admin or Content Manager configured by system administrators.

    Ownership cards include:

    • Owned Content: Content created or owned by the user.
    • Owned Pages: Pages created or owned by the user.
    • Owned Topics: Topics owned by the user.
    • Owned Audiences: Audiences owned by the user.

    Key Benefits for ServiceNow Customers

    • Streamlines content creation and management by consolidating essential content operations into a single dashboard.
    • Improves visibility into content status, publishing schedules, and requests, helping teams meet deadlines and maintain content relevance.
    • Enhances collaboration through clear ownership tracking and assignment of content responsibilities.
    • Supports flexible content governance by allowing administrators to customize key time-related properties.

    The Content Operations dashboard is a launchpad for content authors, where they can create content, view engagement metrics for published content, content publishing calender, incoming content requests, and review ownership for pages and widgets.

    Dashboard overview

    Users with the Content Manager role can access the My Content Operations dashboard from Content Publishing, Content Experiences, or Content Governance as their starting point for creating or managing content.
    Note:
    The admin must install the following plugins (August 2024 store release or later) to enable this dashboard:
    • Content Publishing
    • Content Governance
    • Content Experiences (optional)
    For more information, see Understanding Employee Center plugins.

    My Content

    The my content tab contains metrics on the content you created. The display may vary depending on the plug-ins in your instance.
    Table 1. My Content cards
    Card Description
    My Content List of all the content you created.
    Content Library and Campaigns Provides a quick view of the status of your scheduled content and campaign content (if the Content Experiences plugin is installed) via the following cards:
    • Content to be published: The number of your content items that are scheduled but not yet published on the portal or Now mobile app.

      Click this card to open the Schedule content records.

    • Content expiring within 7 days: The number of your content items with a schedule end date within seven days.
    • Campaign content to be published: The number of your content items that are in a campaign bundle.
    • Campaign content expiring within 7 days: The number of your currently-published content items that are in bundles with an end date within seven days.
    Note:
    The Content Admin can change the number of days for the Content expiring and Campaign content expiring fields by modifying the Content Governance properties. See Properties installed with Content Governance.
    Content requests Provides a quick view of content requests via the following cards:
    • Content requests unassigned: Incoming content requests that do not have an assigned user.
    • Content requests due within 7 days: Assigned and unassigned content requests with a due date within seven days.
    • Content requests in progress: Content requests that have an associated content item and an in progress status.
    • Content requests in review: Content requests that are awaiting approval from the user who requested the content or from additional reviewers.
    • Content requests ready to publish: Approved content requests that have a content item with a content schedule record.
    Note:
    The Content Admin can change the number of days for the Content requests due field by modifying the Content Governance properties. See Properties installed with Content Governance.

    Publishing Calendar

    The publishing calender provides a single interface where content managers can view what content will be published and where, upcoming campaigns, and content requests by due date.

    The publishing calendar includes filters to narrow the content displayed

    Table 2. Calendar filters
    Filter Description
    View type Narrow the items displayed on the calendar to show:
    • Content requests

      The Content request appears on the Content request item due date. For more information, see Managing content requests with Content Governance.

    • Content Library
      Content appears based on the content schedule record, with the exception of news articles and to-do content, which are explained in the Channel type section below.
      Note:
      The calendar only displays content with configured start date. Content set to "Always active" will not appear in the calendar.
    • Campaign Content
      The calendar displays content that is in a published campaign and in a bundle with either an immediate or fixed date trigger. For more information, see Campaign bundle triggers. The content appears in the calendar based on the bundle date, not the campaign start date.
      Note:
      This option appears only if the Content Experiences plugin is installed.
    • Campaign Content
      The calendar displays campaign content based on the bundle trigger configuration. For more information, see Campaign bundle triggers.
      Note:
      This option appears only if the Content Experiences plugin is installed.
    Channel type The calendar uses different colors to distinguish between channel types, helping you easily differentiate them. Use the filter to narrow the items displayed on the calendar to show specific content delivery channels.
    • Mobile content
    • News content displays based on the article publish start date
    • Notification content
    • Portal content
    • To-do content displays based on the When to process date
    Page Narrow the displayed content by portal page.
    Widget Narrow the displayed content by widget instance.

    The drop-down menu displays Content Publishing widgets. For more information, see Employee Center widgets.

    Ownership

    The ownership tab provides an overview of content, pages, topics, and audience ownership. To learn more about ownership, see Content Ownership.

    You can use filters to specify a group or user to view information by:
    Group
    The drop-down menu for the group filter contains role-based groups (Content admin and Content manager), which include all users with the selected role. These role-based groups are configured at the platform level by a system admin.
    User
    The drop-down menu for the user filter contains all the users with either a Content admin or Content manager role.
    Table 3. Ownership cards
    Card Description
    Owned content View all the content that you created or have ownership permissions for
    Owned pages View all the content that you created or have ownership permissions for
    Owned topics View all the topics that you have ownership permissions for
    Owned audiences View all the audiences that you have ownership permissions for