Knowledge Management dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 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 Knowledge Management dashboard

    The Knowledge Management dashboard in ServiceNow provides knowledge content owners and managers with critical insights into the usage, quality, and governance of their knowledge content. It enables teams to verify that content creation processes are followed, identify areas for improvement, and optimize resource allocation. This dashboard is part of the Performance Analytics Content Pack for Knowledge Management v2 and requires activation via the Performance Analytics Guided Setup.

    Show full answer Show less

    Access and Setup

    • Admins enable the dashboard by navigating to Performance Analytics > Guided Setup and selecting Knowledge Management.
    • Users access the dashboard through All > Self-Service > Dashboard, then search for the Knowledge Management dashboard.

    Key Roles and Benefits

    • Knowledge Manager (role: knowledgemanager): Identifies concerns and directs content creation efforts based on content publication velocity and search trends.
    • Knowledge Administrator (role: knowledgeadmin): Oversees content usage and quality to plan and manage content creation effectively.
    • Content Creator (role: paviewer): Monitors usage and customer interest in their subject area to improve their content.

    Dashboard Views and Key Performance Indicators (KPIs)

    The dashboard is divided into three main views:

    • Content Usage: Tracks article publication rates, user searches, and article views to understand engagement.
    • Content Governance: Monitors content lifecycle statuses such as active, inactive, and outdated articles.
    • Content Quality: Assesses article ratings, search select ranks, and feedback to gauge content effectiveness.

    Important KPIs include:

    • Percentage of Knowledge Articles Published (daily)
    • Monthly Average Article Rating
    • Average Select Rank and Select Through Rate (for both authenticated and unauthenticated users)
    • Average Time to Publish (aiming to minimize delay)
    • Number of Active Users performing searches and viewing articles (monthly)
    • Number of Knowledge Searches and Ratings (monthly)
    • Counts and sums of article states and search rankings to provide operational insights

    Breakdowns and Visualizations

    Indicators can be broken down by:

    • Time to Publish
    • Groups
    • Knowledge Base
    • Knowledge Category

    Visualizations include:

    • Articles with Inactive Authors
    • Invalid Articles (e.g., expired but active workflow)
    • Articles Created Over One Year Ago
    • Articles Not Published (in draft or review status)

    Benefits for ServiceNow Customers

    This dashboard equips ServiceNow customers with actionable analytics to improve knowledge content management by providing transparent metrics on content effectiveness, governance, and user engagement. It supports decision-making for content curation, resource allocation, and quality assurance, ultimately enhancing the self-service experience and customer satisfaction.

    The Knowledge Management dashboard helps knowledge content owners and managers to determine the usage and quality of their knowledge content. It helps confirm that the proper processes and procedures are being followed for content creation.

    Note:
    • This documentation refers to the Performance Analytics Content Pack for Knowledge Management v2, introduced in London. It doesn’t refer to the older, deprecated version.
    • To enable the solution for Knowledge Management, an admin can navigate to Performance Analytics > Guided Setup. Select Get Started then scroll to the section for Knowledge Management. The guided setup takes you through the entire setup and configuration process.
    • To access the Knowledge Management dashboard, navigate to All > Self-Service > Dashboard. In the Search dashboard field, search for the Knowledge Management dashboard.
    Figure 1. Knowledge Management dashboard- Content Usage tab
    Tab showing user activity, click rank, and click through rate for any user and authenticated user activities
    Figure 2. Knowledge Management dashboard - Content Governance tab
    Tab showing time to publish of articles
    Figure 3. Knowledge Management dashboard-Content Quality tab
    The Content Quality view shows the quality index, the percentage of flagged articles, the monthly average rating, and other quality reports
    Table 1. End users and roles
    End user and goal Required role Benefits
    Knowledge Manager: must identify areas of concern and direct resources optimally. knowledge_manager Can review the velocity of content publication and see what content customers are searching for, to direct the efforts of content owners more efficiently.
    Knowledge Administrator: needs clear visibility into the usage and quality of knowledge content. knowledge_admin Can plan and direct content creation.
    Content creator: must see the usage of content they own and areas for improvement pa_viewer Can see what content in their subject area that customers are looking for.

    CSM Knowledge Management dashboard indicators

    The CSM Knowledge Management dashboard provides three views, into content usage, content governance, and content quality.

    The Knowledge Management dashboard presents the following key performance indicators:
    % of Knowledge Articles Published
    A daily calculation using the formula [[Number of knowledge articles published]] / [[Number of knowledge articles active]]
    Monthly Average Article Rating
    A monthly calculation of the sum of all article ratings for the month divided by the number of knowledge articles rated for the month.
    Average select Rank
    A monthly calculation using the formula [[Sum of knowledge search ranks]] / Number of knowledge searches with rank]]
    Select Through Rate
    A monthly calculation using the formula Number of knowledge searches with rank]] / [[Number of knowledge searches]]
    Average Time to Publish
    The average time to publish is recalculated daily, as a number of days. The goal of the indicator is for scores to minimize.
    Number of Active Users Who Performed Searches- Monthly
    The number of authenticated users who performed at least one search of the knowledge base in the preceding month. The goal is for the number to maximize.
    Number of Active Users Who Viewed Articles- Monthly
    The number of authenticated users who viewed at least one knowledge article in the preceding month. The goal is for the number to maximize.
    Number of Knowledge Searches with Rank- Monthly
    The number of knowledge searches in a month where the Highest select Rank has a value higher than zero. The goal is for the number to maximize.
    Number of Knowledge Searches- Monthly
    The number of knowledge searches in a month. The goal is for the number to maximize.
    Number of Knowledge Articles Rated- Monthly
    The number of knowledge feedback records created in a month, excluding records where the Rating field is empty. The goal is for the number to maximize.
    Number of Knowledge Articles Published
    A daily count of the total number of knowledge articles that have entered the Published state. The goal is for the number to maximize.
    Number of Knowledge Articles Active
    A daily count of the number of active knowledge articles with up-to-date workflows. The goal is for the number to maximize.
    Sum of Knowledge Article Rating- Monthly
    The monthly sum of all knowledge article ratings. This indicator is used only to calculate the average monthly article rating.
    Sum of Knowledge Search Ranks- Monthly
    The sum of feedback rankings of knowledge searches made in a month, excluding empty Highest select Rank values. The goal is for the number to maximize.
    Average select Rank for Unauthenticated Users
    A monthly calculation of the average select rank for the unauthenticated user activity. The score is calculated according to the formula [[Sum of Knowledge Search Ranks by Unauthenticated Users- Monthly]]/[[Number of Knowledge Searches by Unauthenticated user with Rank- Monthly]]. A lower value is better.
    Select Through Rate for Unauthenticated Users
    A monthly calculation of the percentage of select through rate for the unauthenticated user activity. The score is calculated according to the formula [[Number of Knowledge Searches by Unauthenticated user with Rank- Monthly]]/[[Number of Knowledge Searches by Unauthenticated user- Monthly]] * 100. A higher value is better.
    Number of Knowledge Searches by Unauthenticated Users- Monthly
    A monthly count of the knowledge searches by unauthenticated users.
    Number of Article Views by Unauthenticated Users- Monthly
    A monthly count of the knowledge articles viewed by unauthenticated users.
    Sum of Knowledge Search Ranks by Unauthenticated Users- Monthly
    A monthly sum of the knowledge search ranks for the unauthenticated user activity.
    Number of Knowledge Searches with Rank for Unauthenticated Users- Monthly
    A monthly count of the knowledge searches with select rank for the unauthenticated user activity.

    Breakdowns

    The following breakdowns apply to the indicators on the dashboard:
    • Time to Publish Groups
    • Knowledge Base
    • Knowledge Category

    Data visualizations

    The dashboards include the following visualizations:

    Title Type Description
    Articles with Inactive Authors ColumnColumn icon Active = true and Author.Active = False
    Invalid Articles ColumnColumn icon Active = true and Workflow is one of Draft, Review, Published, or Pending Retirement and Valid to is before today and latest = true
    Articles Created Over 1 Year ColumnColumn icon Active = true and Created = before 1 year ago
    Articles not Published ColumnColumn icon Active = true and Workflow is Draft or Review