Communities dashboard

  • Release version: Yokohama
  • Updated January 30, 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 Communities dashboard

    The Communities dashboard provides ServiceNow customers with a comprehensive, up-to-date view of community engagement metrics including usage, membership, content types, activity levels, and trends. It enables tracking and analysis by forum, topic, and administrative roles, supporting informed community management and growth strategies.

    Show full answer Show less

    Access the dashboard via All > Platform Analytics > Dashboards and search for "Communities Dashboard".

    Key Features

    • Roles and Access: Different roles such as Community Moderator, Moderation Administrator, Community Administrator, Forum Administrator, Forum Moderator, and Content Creator (with paviewer or paadmin) have specific access to the dashboard.
    • Key Performance Indicators (KPIs): The dashboard displays essential KPIs such as:
      • Total number of members
      • Number of questions created in the last 30 days
      • Percentage of questions marked as solved or unanswered
      • Counts of blogs, documents, and videos created recently
      • Percentage of content with activity (responses or feedback)
      • Average social activities per content (likes, comments, votes)
      • Number of contributors
      • New content posts in the last 30 days
      • Average views and comments per content
      • Number of featured content posts and content moved between activities
    • Breakdowns: KPIs can be broken down by community, content type, forum, or topic for granular analysis.
    • Data Visualizations: The dashboard features various charts and scorecards, including:
      • Community Activity (monthly new members and sessions)
      • New Content by Month
      • Top 3 Forums and Topics by Social Activity (responses and engagement)
      • Total Content Views by type
      • Forum and Topic KPIs summarized as single scores
      • Counts of content moved or featured by administrators

    Practical Use for ServiceNow Customers

    This dashboard empowers community managers and administrators to monitor engagement effectively, identify popular forums and topics, measure content performance, and track contributor activity. It supports proactive moderation and content management by highlighting unanswered questions, activity levels, and featured content trends. The insights gained enable continuous improvement of community health and user satisfaction.

    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 > Dashboards. On the dashboard page, 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.