Configuring User Experience Analytics

An admin can configure which ServiceNow applications to track in the Usage Insights application as well as user tracking consent policies.

Configuration overview

For Next Experience and Core UI, application tracking is enabled by default. On Service Portal, Usage Insights, requires enabling.

Usage Insights plugin

The Usage Insights plugin (com.glide.appsee) is activated by default in the ServiceNow AI Platform in new and upgraded instances. The plugin is responsible for:

• Checking hourly for new applications to register with the ServiceNow Usage Insights server
• Providing access to Usage Insights functionality.
  Note:

  Usage Insights is not supported for on-prem instances.

• Enable Usage Insights
  You can enable or disable Usage Insights for specific applications on the Usage Insights settings table.
• User privacy, tracking, and user consent management in Usage Insights
  Usage Insights relies on tracking user activity to measure the adoption, retention, and usage of KPIs (key performance indicators) to help you make better product and implementation decisions.