Guided Self-Service user experience analytics

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Guided Self-Service user experience analytics

    The Guided Self-Service user experience analytics dashboard enables ServiceNow customers to visually analyze usage, user behavior, engagement, and adoption of Guided Self-Service. Accessible viaUser Experience Analytics > Dashboard > Guided Self-Service, this comprehensive dashboard provides detailed insights through various widgets and charts, allowing you to track session adoption, abandonment, and interaction trends.

    Show full answer Show less

    Key Features

    • Metrics and Widgets: The dashboard includes metrics such as Page Id, Title, Source, User Id, Events, Retention, and Funnel data, helping you understand occurrences and user interactions at a granular level.
    • User Behavior Tracking: Monitor frequently launched Guided Self-Service apps, monthly and daily user activity, and click counts from different entry points like home page, topic page, and quick links. This supports periodic trend analysis and informed business decisions.
    • Events Analysis: Analyze user actions such as declarative clicks (restart, continue, complete), page navigations, interactions with catalog items or knowledge articles, playbook completions, and action button clicks to identify usage patterns and feature popularity.
    • Funnel Analysis: Visualize the percentage of users completing critical paths or desired actions, enabling identification of drop-off points and optimization opportunities.
    • User Retention Insights: Access cohort-based retention data to see new versus returning users, session frequency, and average intervals between sessions. Compare retention across time periods, versions, and devices to measure sustained engagement.
    • Roles Required: Access to the dashboard requires specific roles such as portalanalyticsadmin for analytics administrators, and analyticsviewer roles (including mobile, web, and portal variants) for viewers.

    Key Outcomes

    Using this dashboard, ServiceNow customers can gain actionable insights into how employees use Guided Self-Service, identify popular features, detect abandonment points, and measure user retention. These insights empower teams to optimize self-service offerings, enhance user engagement, and drive data-driven decisions to improve adoption and overall user experience.

    Visually analyze Guided Self-Service usage, user behavior, and other information from the user experience dashboard.

    You can use the dashboard to view the information about the Guided Self-Service usage, engagement, and adoption.

    Navigate to User Experience Analytics > Dashboard > Guided Self-Service for a detailed view and analysis. Click the respective widget or chart for more information. You can create a funnel to track session adoption and abandonment.

    Figure 1. User experience analytics dashboard - Guided Self-Service
    Guided Self-Service dashboard

    Widgets

    The dashboard provides the following metrics:
    • Page Id: Indicates the occurrences based on the page Id.
    • Title: Indicates the occurrences based on the title of the Guided Self-Service.
    • Source: Indicates the occurrences based on the source such as Quick link.
    • User Id: Indicates the occurrences based on the user.
    • Events: Indicates the events based on the user.
    • Retention: Indicates the retention info.
    • Funnel: Indicates the funnel details based on the user.

    User and roles

    Table 1. Roles required for User experience analytics dashboard
    Users Required role
    Analytics portal admin portal_analytics_admin
    Analytics viewer analytics_viewer, mobile_analytics_viewer, web_analytics_viewer, portal_analytics_viewer

    User behavior

    View and analyze the information available in your dashboard. You can track user behavior and app usage on the app launcher.
    • View the Guided Self-Service that employees launch frequently.
    • Track monthly and daily user activity.
    • View number of user clicks by Guided Self-Service from home page, topic page, and quick links.
    • Analyze the trend of user activity periodically.
    • Assess the user behavior and insights and drive business decisions.

    Events

    Events list can help you understand usage patterns, features popularity, and identify areas for improvement.
    • Click Declarative Action: A declarative action that the user clicked such as restart, start over, continue, complete, edit responses.
    • Page Navigate: A user navigates to Guided Self Service page.
    • Guided Self-service Catalog item shown: The self-service catalog item that the user interacted with.
    • Guided Self-service Knowledge article shown: the self-service knowledge base articles that the user interacted with.
    • PLAYBOOK_COMPLETED: A guided process (playbook) that the user completed.
    • Guided Self-service Action clicked: The action button that the user clicked.

    Funnel analysis

    A funnel analysis shows the percentage of users who completed a desired action along a critical path in your application.

    Retention

    View data such as how many new users you have and how many returned. User retention data also shows you the frequency of user sessions and the average time in between sessions given a certain time period. User retention analytics can help you
    • Use cohort analysis to identify a month, week, or day retention.
    • Compare retention analytics across time periods, versions and devices.