Guided Self-Service Usage Insights

  • Release version: Australia
  • Updated March 12, 2026
  • 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 Usage Insights

    The Guided Self-Service Usage Insights dashboard provides a comprehensive visual analysis of user engagement, behavior, and adoption metrics for Guided Self-Service features. Accessible via Usage Insights > Dashboard > Guided Self-Service, this tool allows users to monitor and assess the effectiveness of the self-service functionalities.

    Show full answer Show less

    Key Features

    • Metrics Displayed: The dashboard offers insights into various metrics such as Page Id, Title, Source, User Id, Events, and Retention.
    • Funnel Tracking: Users can create funnels to monitor session adoption and abandonment rates.
    • User Behavior Analysis: Track daily and monthly user activity, including popular self-service launches, clicks from different pages, and overall trends in user activity.
    • Events Tracking: Identify user interactions with the application through events like clicks on guided actions, navigation to pages, and completion of guided processes.
    • Retention Data: Analyze user retention, new vs. returning users, and session frequency over specified time periods.

    Key Outcomes

    By leveraging the insights from this dashboard, ServiceNow customers can make informed business decisions, enhance user experience, and identify areas for improvement within their self-service offerings. Effective use of cohort analysis can further assist in comparing retention analytics across different time frames and devices, optimizing the overall service delivery.

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

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

    Navigate to Usage Insights > 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. Usage Insights 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 Usage Insights 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.