Communities dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Communities Dashboard

    The Communities dashboard in Customer Service Management provides real-time insights into community usage, membership, content types, and activity trends across forums, topics, and administrators. Access this dashboard through All > Platform Analytics > Library > Dashboards, and search for "Communities Dashboard." It is designed to help various roles, including community moderators and content creators, monitor and enhance community engagement.

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    Key Features

    • Key Performance Indicators (KPIs): Track metrics such as total members, questions created, content types (blogs, documents, videos), and engagement levels (% marked as solved, % not answered).
    • Breakdowns: View data segmented by Communities, Content Type, Forum, and Topic for more detailed analysis.
    • Data Visualizations: Includes various visual formats such as column charts, pie charts, and single score metrics to display community activity, new content, social activity, and content views.

    Key Outcomes

    By utilizing the Communities dashboard, ServiceNow customers can effectively monitor community performance, identify popular content and trends, and enhance user engagement. This leads to improved community interaction, better content management, and ultimately, a more vibrant and active community environment.

    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 > Library > Dashboards, 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.