Usage Insights for Service Portal

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Visualize metrics and interactions to better understand the Service Portal user experience and identify how to improve it.

    This video shows you how to analyze the user experience within your applications using Usage Insights.

    You can view user analytics tracking for the portal on the Usage Insights dashboard. For more information, see Overview of the User Experience Analytics dashboard.

    Usage Insights dashboard for Service Portal

    Usage Insights for Service Portal provides dashboard views for monitoring the key performance indicators (KPIs) of web applications built on Service Portal. You can use these insights to optimize your portal.

    For example, Usage Insights tracks when a user orders a catalog item or views a knowledge article. You can use this data to infer which items or articles are the most popular among users. For more information on user-triggered events that are tracked automatically, see Service Portal events.

    Note:
    Usage Insights tracking is enabled for all portals by default. Beginning with the Tokyo release, you need to enable tracking for a portal only if you enabled tracking for some portals but not others in a previous version. For more information, see Track Usage Insights in Service Portal.

    User consent notices

    User consent notices must conform to the ServiceNow Data Processing Addendum. Review your ServiceNow template user consent notices before they are presented to users. You can tailor the options for how these notices are presented to users, including the wording. For more information, see Defining texts for Notice and Explicit Opt-in user consent management policies.

    Accessing Usage Insights data

    You can access Usage Insights data either: