---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Communities dashboard

# Communities dashboard {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
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## 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 AllPlatform AnalyticsDashboards. On the dashboard page, search Communities Dashboard.
Figure 1. Overview tab


Figure 2. Content tab

Figure 3. Forum tab

Figure 4. Topic tab Figure 5. Admin tab

## End user and roles {#communities-dashboard__section_upb_qj4_2fb}

{#communities-dashboard__table_ov2_tj4_2fb__entry__2}

| 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 |
[ ]

{#communities-dashboard__table_ov2_tj4_2fb}

## Indicators {#communities-dashboard__section_nm4_hk4_2fb}

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 {#communities-dashboard__section_yfw_qk4_2fb}

The following breakdowns apply to the indicators on the dashboard:

* Communities Content Type
* Communities Forum
* Communities Topic
{#communities-dashboard__ul_vzv_yx2_zhb}

## Data visualizations {#communities-dashboard__section_t5q_fl4_2fb}

The dashboards include the following visualizations:{#communities-dashboard__table_xvt_hl4_2fb__entry__3}

| 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. |
[ ]

{#communities-dashboard__table_xvt_hl4_2fb}

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