Guided Self-Service user experience analytics

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Guided Self-Service user experience analytics

    The Guided Self-Service user experience analytics feature in ServiceNow Yokohama release enables customers to visually analyze usage, user behavior, and engagement through an interactive dashboard. This tool helps track adoption, identify popular features, and measure user retention, empowering informed business decisions to optimize the Guided Self-Service experience.

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    Key Features

    • Dashboard Access: Navigate to User Experience Analytics > Dashboard > Guided Self-Service to view detailed analytics with interactive widgets and charts.
    • Metrics Provided:
      • Page Id, Title, Source, User Id, and Events to understand usage patterns.
      • Retention data showing new versus returning users and session frequency.
      • Funnel analysis to track user progress along critical paths, highlighting adoption and abandonment rates.
    • User Behavior Insights: Track frequent launches of Guided Self-Service by employees, daily/monthly activity, and user clicks from various entry points such as home page and quick links.
    • Event Tracking: Understand specific user actions including declarative actions (restart, continue, complete), page navigations, catalog item and knowledge article interactions, playbook completions, and action button clicks.
    • Retention Analytics: Utilize cohort analysis to compare retention by month, week, or day, across time periods, versions, and devices to measure user engagement over time.

    User Roles Required

    • Analytics Portal Admin: Requires the portalanalyticsadmin role.
    • Analytics Viewer: Requires roles such as analyticsviewer, mobileanalyticsviewer, webanalyticsviewer, or portalanalyticsviewer to access and analyze the dashboard data.

    Benefits for ServiceNow Customers

    This analytics capability allows customers to:

    • Gain clear visibility into how users engage with Guided Self-Service offerings.
    • Identify bottlenecks or drop-off points via funnel analysis to improve adoption rates.
    • Make data-driven decisions to enhance user experience and optimize self-service workflows.
    • Measure retention trends to evaluate the effectiveness of Guided Self-Service over time.

    Visually analyze Guided Self-Service usage, user behavior, and other information from the user experience dashboard.

    You can use the dashboard to view the information about the Guided Self-Service usage, engagement, and adoption.

    Navigate to User Experience Analytics > Dashboard > Guided Self-Service for a detailed view and analysis. Click the respective widget or chart for more information. You can create a funnel to track session adoption and abandonment.

    Figure 1. User experience analytics dashboard - Guided Self-Service
    Guided Self-Service dashboard

    Widgets

    The dashboard provides the following metrics:
    • Page Id: Indicates the occurrences based on the page Id.
    • Title: Indicates the occurrences based on the title of the Guided Self-Service.
    • Source: Indicates the occurrences based on the source such as Quick link.
    • User Id: Indicates the occurrences based on the user.
    • Events: Indicates the events based on the user.
    • Retention: Indicates the retention info.
    • Funnel: Indicates the funnel details based on the user.

    User and roles

    Table 1. Roles required for User experience analytics dashboard
    Users Required role
    Analytics portal admin portal_analytics_admin
    Analytics viewer analytics_viewer, mobile_analytics_viewer, web_analytics_viewer, portal_analytics_viewer

    User behavior

    View and analyze the information available in your dashboard. You can track user behavior and app usage on the app launcher.
    • View the Guided Self-Service that employees launch frequently.
    • Track monthly and daily user activity.
    • View number of user clicks by Guided Self-Service from home page, topic page, and quick links.
    • Analyze the trend of user activity periodically.
    • Assess the user behavior and insights and drive business decisions.

    Events

    Events list can help you understand usage patterns, features popularity, and identify areas for improvement.
    • Click Declarative Action: A declarative action that the user clicked such as restart, start over, continue, complete, edit responses.
    • Page Navigate: A user navigates to Guided Self Service page.
    • Guided Self-service Catalog item shown: The self-service catalog item that the user interacted with.
    • Guided Self-service Knowledge article shown: the self-service knowledge base articles that the user interacted with.
    • PLAYBOOK_COMPLETED: A guided process (playbook) that the user completed.
    • Guided Self-service Action clicked: The action button that the user clicked.

    Funnel analysis

    A funnel analysis shows the percentage of users who completed a desired action along a critical path in your application.

    Retention

    View data such as how many new users you have and how many returned. User retention data also shows you the frequency of user sessions and the average time in between sessions given a certain time period. User retention analytics can help you
    • Use cohort analysis to identify a month, week, or day retention.
    • Compare retention analytics across time periods, versions and devices.