Communities dashboard

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Communities dashboard

    The Communities dashboard in ServiceNow provides real-time insights into community engagement by tracking usage, membership, content types, activity, and trends across forums, topics, and administrators. It is accessible viaAll > Platform Analytics > Dashboards, then searching for "Communities Dashboard."

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    Key Features

    • Role-Based Access: Different community roles such as Community Moderator, Moderation Administrator, Community Administrator, Forum Administrator, Forum Moderator, and Content Creator have specific access to dashboard insights aligned with their responsibilities.
    • Performance Indicators: The dashboard tracks essential metrics including:
      • Total members
      • Questions created, including percentages marked as solved or unanswered in the last 30 days
      • Content counts for blogs, documents, and videos
      • Activity levels such as percentage of content with responses, average social activities per content, average views, and comments
      • Number of contributors and new content posts per month
      • Featured content and content moved between activities
    • Breakdowns: Indicators can be segmented by Communities, Content Type, Forum, and Topic for detailed analysis.
    • Data Visualizations: The dashboard includes various charts and scorecards, such as:
      • Community Activity trends (new members and sessions)
      • New content creation by month
      • Top forums and topics by social activity, highlighting community engagement
      • Content views and key performance indicators for forums and topics
      • Counts of content moved or featured by administrators and moderators

    What You Can Expect

    Using the Communities dashboard enables ServiceNow customers to monitor and improve community engagement effectively by providing a comprehensive snapshot of community health and activity. It supports community management by identifying active contributors, popular content, and areas requiring attention, such as unanswered questions. The detailed visualizations and breakdowns help administrators and moderators make informed decisions to foster vibrant and responsive community spaces.

    The Communities dashboard displays up-to-date status on community usage, membership, content type and activity, and trends by forum, topic, and admin.

    Access the dashboard by navigating to All > Platform Analytics > Dashboards. On the dashboard page, search Communities Dashboard.

    Figure 1. Overview tab

    Overview tab of the Communities Dashboard displaying activity reports in line graphs, trend lines, and pie charts.

    Figure 2. Content tab

    Content tab of the Communities Dashboard displaying monthly trend lines that are related to the new content and a bar graph of total content views.

    Figure 3. Forum tab

    Forum tab of the Communities Dashboard displaying a list of KPIs and their details, like the number of views.

    Figure 4. Topic tab
    Topic tab of the Communities Dashboard displaying a list of KPIs and their details, like social activities per content, new content, and views per content.
    Figure 5. Admin tab

    Admin tab of the Communities Dashboard displaying trend lines that are based on the number of posts moved and the content featured per month.

    End user and roles

    End user Required role
    Community moderator sn_communities.community_moderator
    Moderation administrator sn_communities.moderation_admin
    Community administrator sn_communities.admin
    Forum administrator sn_communities.forum_admin
    Forum moderator sn_communities.forum_moderator
    Content creator pa_viewer, pa_admin

    Indicators

    The Communities dashboard presents the following key performance indicators:
    # of members
    Total number of members.
    # of Questions
    Number of questions created in the last 30 days.
    % Marked as Solved
    Number of questions created in the last 30 days, which are marked as solved.
    % Not Answered
    Number of questions created in the last 30 days, which were not answered.
    # of Blogs, Documents, and Video
    Number of blogs, documents, and videos created in the last 30 days.
    Non-question content
    Number of blogs, videos, and documents posted.
    % With activity
    Percentage of primary or secondary community content with at least one response or feedback.
    Avg. # of social activities per content
    Average number of activities (mark as helpful, upvote, comments, and replies) on any active primary or secondary community content.
    # of contributors
    Number of contributors.
    New content this month
    Number of new content posts in the last 30 days.
    Avg. # of views per content
    Average number of views of the content.
    Avg. # of comments per content
    Average number of comments of the content.
    # of featured content
    Number of content posts that have been featured.
    # of Content moved from activities
    Number of content posts moved from activities.
    # of Content moved to activities
    Number of content posts moved to activities.

    Breakdowns

    The following breakdowns apply to the indicators on the dashboard:
    • Communities Content Type
    • Communities Forum
    • Communities Topic

    Data visualizations

    The dashboards include the following visualizations:
    Title Type Description
    Community Activity Column View the number of new community members and total of sessions on the community per month.
    New Content by Month Column View the number of new content posts per month.
    Top 3 Forums by Social Activity Pie View forums that have received responses from other members. Social activity is any response (answer, comment, blog, video, or document) to a topic added by a user other than the user that originally posted the content.
    Top 3 Topics by Social Activity Pie View topics that have received responses from other members.
    New Content by Month Single Score View the amount of new content, forums, or topics created per month.

    For any chart, you can focus on the most popular content types, forums, or topics by selecting a Breakdown.
    Total Content Views Column View the number of views for each content type per month.
    Forum KPIs Single Score View different indicators for the forums.
    Topic KPIs Single Score View different indicators for the topics.
    Number of Contents Moved Single Score View the number of content posts that have been moved by community administrators and community moderators per month.
    Featured Content Single Score View the number of posts featured by different users per month.