Knowledge Management dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 4 minutes to read
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    Summary of Knowledge Management dashboard

    The Knowledge Management dashboard in ServiceNow, introduced with the Performance Analytics Content Pack v2, enables knowledge content owners and managers to monitor the usage, quality, and governance of their knowledge articles. It supports ensuring adherence to content creation processes and helps optimize knowledge content management efforts.

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    Administrators can enable the dashboard through Performance Analytics Guided Setup under the Knowledge Management section. Users access the dashboard via Self-Service > Dashboard by searching for the Knowledge Management dashboard.

    Key Features

    • Three main views: Content Usage, Content Governance, and Content Quality, each providing focused insights.
    • Role-based access:
      • Knowledge Manager (knowledgemanager): Identifies concerns and directs content owner efforts using content publication velocity and search trends.
      • Knowledge Administrator (knowledgeadmin): Gains clear visibility into content usage and quality to plan and direct content creation effectively.
      • Content Creator (paviewer): Views usage statistics for their subject area and identifies improvement opportunities.
    • Key Performance Indicators (KPIs): Metrics include percentage of articles published, average article rating, average search rank, select through rate, average time to publish, and various counts of active users, searches, views, and ratings—broken down by authenticated and unauthenticated users.
    • Breakdowns: KPIs can be segmented by Time to Publish, Groups, Knowledge Base, and Knowledge Category for detailed analysis.
    • Data Visualizations: Graphical representations highlight specific content statuses such as articles with inactive authors, invalid articles, articles older than one year, and articles not published.

    Benefits for ServiceNow Customers

    • Improves governance by ensuring content processes are followed and outdated or invalid articles are identified.
    • Enables data-driven decisions to optimize content creation, publication timelines, and resource allocation.
    • Provides actionable insights into customer search behavior and content effectiveness to enhance knowledge base relevance.
    • Supports monitoring of both authenticated and unauthenticated user activity for comprehensive usage analysis.

    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 Performance Analytics > Guided Setup. 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 All > Self-Service > Dashboard. In the Search dashboard field, search for the Knowledge Management dashboard.
    Figure 1. Knowledge Management dashboard- Content Usage tab
    Tab showing user activity, click rank, and click through rate for any user and authenticated user activities
    Figure 2. Knowledge Management dashboard - Content Governance tab
    Tab showing time to publish of articles
    Figure 3. Knowledge Management dashboard-Content Quality tab
    The Content Quality view shows the quality index, the percentage of flagged articles, the monthly average rating, and other quality reports
    Table 1. End users and roles
    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 ColumnColumn icon Active = true and Author.Active = False
    Invalid Articles ColumnColumn icon 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 ColumnColumn icon Active = true and Created = before 1 year ago
    Articles not Published ColumnColumn icon Active = true and Workflow is Draft or Review