Building your own KCS Program Metrics Dashboard - Support and Troubleshooting

Building your own KCS Program Metrics Dashboard This is an example of an internal Dashboard to help us track our knowledge behaviors and metrics. More updates coming soon.

Table of Contents Purpose of the KCS Program Metrics dashboard KCS Program Metrics dashboard overview Using the dashboard UI Using the Analytics Hub of an Indicator Example: Customizing the dashboard for your numbers as a manager Purpose of the KCS Program Metrics dashboard The KCS Program Metrics dashboard provides monthly information useful to providers of knowledge in the Known Error and Support & Troubleshooting knowledge bases and their managers.

The dashboard charts provide both a macro and a detailed view that can be examined for specific information to help in seeing the statistics related to the creation and status of knowledge and its usefulness both internally and externally, and a view of article and feedback metrics.

KCS Program Metrics dashboard overview This section describes the KCS Program Metric s dashboard tabs and how to use their metrics.

To access the KCS Metrics dashboard, navigate to Self-Service > Dashboards and choose KCS Program Metrics from the drop-down list.

Unless otherwise noted, the chart metrics are the summary for the entire global team for a manager or director (the value for Director Rollup - Manager ) or solely for a given manager's direct group (the value for Direct Manager Only ).

Note – To see the tabs that are described in the table, click the tab name link to open that dashboard tab in a new browser tab/window.

Tab Description Usage Adoption Behavior Change

Provides information useful in tracking the KCS-related activities of creating knowledge articles and attaching articles to tasks by individuals or by manager group. Comparing these statistics over time can provide insight into how groups and individuals are contributing to knowledge and to the KCS effort.

# of TSEs Publishing Articles – Displays a 1 year trend of the number of different TSEs creating content in the Support and Troubleshooting and Known Error knowledge bases.

For information about the individual articles, including the details of which TSE created which article during a month, click the month bar, and then select the Records tab.

# of TSEs Attaching (Monthly) – Tracks the number of TSEs attaching articles.

KB Attach Overview (Closed Cases with and without KBs attached) – Number of closed cases with and without articles. The TSE creating the case is what we use to follow the manager breakdown at the top. Managers, team leads, and coaches can use this information to evaluate whether their teams are starting to create, and persisting in creating, knowledge and are attaching KB articles to incidents.

Note: Remember that these metrics are intended to note trends, identify areas of improvement or those needing improvement, and provide statistics. They are not intended to provide or support quotas or target numbers. It is important not to encourage the creation or attachment of articles just to meet a goal.

Direct Outcome

Internal and External views for the knowledge bases Support & Troubleshooting and Known Errors.

Internal Views by knowledge base External Views by knowledge base Shows how the number of views of articles authored by the TSE. Internal views refers to views by ServiceNow employees.

Attach %

Percentage of closed cases with attachments:

Cases Closed With KB - Last Week Cases Closed With KB - Quarter To Last Week Cases Closed With KB - Last Quarter Top Teams Closing Cases With KB Last Week On cases closed, shows the percentages of cases with articles attached. It's breakdown in different periods.

Content Published

Articles published broken down by Article Owner Group.

Helps to highlight those Groups that are publishing articles.

Time to Publish

Indicates the time lag between article creation and publication by percentage and total numbers for the Known Error and Support & Troubleshooting knowledge bases.

Use these metrics to see trends and specifics regarding the time intervals between when articles are created and when they are published by total and by percentage. Managers, team leads and Knowledge Champions should monitor this dashboard to ensure articles are getting approved quickly, as the quicker an article is published, the quicker it provides value. The ultimate goal is same-day publishing, especially for customer-facing articles.

Unpublished Articles Backlog

The articles that are awaiting approval or are written but not yet published. By clicking a bar and then going to the Records tab, you can see a list of the specific articles that are awaiting review or approval.

Managers, team leads, and Knowledge Champions should monitor this dashboard daily to ensure articles are getting approved in a timely fashion.

Top KE Articles

Top 20 Known Error Articles for the last 6 months.

Highlights the top deflections and the top views for top known error articles

Using the dashboard UI For general information about how to use dashboards, including a video introduction, see the product documentation topic Create and edit dashboards .

You can see figures for the entire global team for a manager or director (the value for Director Rollup - Manager ) or solely for a given manager or director (the value for Direct Manager Only ).

There is also another breakdown to identify KBs produced in HIWAVE. In this filter, if the KB numbers starts with KB2, KB4, KB6, or KB8, then it was created in a regulated market. If it’s KB0, KB1, KB3, KB5, KB7, or KB9 then it was created in commercial market.

Click the bars in the bar charts for more detailed information.

The following screenshot shows the options for more detailed information in the "# of TSEs Publishing Articles" chart after clicking the September 20 bar. You will be taken to the Analytics Hub of the indicator. There, you will see more information about the score, the records used for that score, the breakdowns and other visualization options.

For charts involving totals or percentages, you can see the formula used to derive the chart's metrics by looking at the Information section in the Analytics Hub of the indicator. For example, in the tab "Attach %", if you click on the score in the widget "Cases Closed With KB - Last Week", you will get to the Analytics Hub.

In the Analytics Hub you will see the "i" icon on the top right, which will open the Information window for the indicator. There you can see the formula, and you can click on the components of the formula to see the indicators that make up that formula.

Adoption Behavior Change # of TSEs publishing articles (Monthly) is measured monthly as unit #. From the kb_knowledge table we count the number of TSEs that have published articles in the month. The Author reports to Department Cost Centers belonging to TS. The article has to be version 1, we don't want to report on articles that are a rework of something already published. Here are the conditions we apply to the kb_knowledge table: Publishing on This month Author Department Cost center = 1200 or 1210 or 1220 Knowledge Base = Support and Troubleshooting or Known Error Version Version = 1.0

# of TSEs Attaching (Monthly) Case is measured monthly as unit. The goal for this indicator is not set. We count the TSEs attaching articles each month. We use the table u_m2m_kb_tasks, which captures the cases with articles attached. The conditions we apply to this table are: Record in the table was created on this month, meaning an article was attached to a case, and so registered in the table this month. Task Type = Case. The table captures also articles attached to Problems, Changes, etc. But we are interested only in Cases. Company = Service-now.com Knowledge article Knowledge Base = Support and Troubleshooting or Known Error Department Cost center = 1200, 1210 or 1220

# of Closed Cases Without KB Attach (Monthly) is measured as unit #. We use the table u_task_metrics, which has a field called "User Attached Count" which captures the attachments to a record. The conditions we apply to this table are: Task type = Case, this table captures other task types like problems. We just want Cases. Task assignment group is not Maintenance Windows and is not CS - Technical Maintenance Windows. We don't want routine maintenance cases. Case has to be closed in the month. User Attached Count = 0, or different of 0 depending on what part of the graph we are looking at. We are showing a stacked bar where one portion shows the cases with attachment, and the other without attachment. The engineer assigned to the Case has to report to a Department Cost center = 1200, 1210 or 1220

Direct Outcome We show in this tab the views for articles in the knowledge bases of interest. We get this information from the kb_use table. This table collects different fields about the views of an article. we highlight if the views come from inside ServiceNow (internal) or not. The field View in this table, is a boolean flag that tells us if the article has been viewed (True) or not (False). So we use the kb_use table with the following conditions: Record in the table was created this month, meaning the article was introduced in the table this month (day of job collection). User Company = Service-now.com (Internal) or not (External), depending on the graphic. Article Knowledge Base = Support and Troubleshooting or Known Error, depending on the graphic. Viewed = True

Content Published KB: # of Published Monthly is measured monthly as unit #. From the table kb_knowledge we count the articles published during the month, version has to be 1.0, and for the knowledge bases of interest. We breakdown the results by the Article Owner Group. Published on This month Version Version = 1.0 Knowledge Base = Known Error or Support and Troubleshooting

Time to Publish From the table kb_knowledge we show the articles published in the month, and breakdown the records by the time it takes to publish from creation date. We apply the following conditions: Published on This month Version = 1.0 Knowledge Base = Known Error or Support and Troubleshooting b

Unpublished Articles Backlog From the table kb_knowledge, we count the articles in states that are not published. The conditions are: State in (In Progress, Draft, Requires Review) Knowledge Base = Support and Troubleshooting Latest = true Version less than 1.0 Created in the month

Using the Analytics Hub of an Indicator In this dashboard, most of the graphs represent an Indicator. When you click on a graph, you will be taking to the Analytics Hub of the indicator. The Analytics Hub shows several things about the Indicator, but I want to highlight the following:

Score: Is the aggregation of the records collected for that period. You can also see SCORES to the right, where you can see the list of the scores for the periods in the range.

Show Records: It will expand the list of records at the bottom of the Analytics Hub. Those are the records used to calculate the score.

Time period to show: You can select the range of dates that you want to see in the Analytics Hub

Breakdowns: Expand in this section to see the breakdowns applied to the Indicator. Click on a breakdown. You will see the elements of the breakdown with their scores. The graph will change to show the individual breakdowns

If you click on one of the elements of the breakdown, the whole Analytics Hub displays only the information for that element.

Example: Customizing the dashboard for your numbers as a manager If you are a manager, you can select your name from the top filter. The numbers in the dashboard will be only for that selection. Let's take for Example John. If he wants to see how the dashboard looks for him, he selects his name on the Director Rollup filter. The graphs in the dashboard will show his numbers only, unless specifically noted otherwise. Some graphs won't follow the filter, but you should see a note about it.

Now, if he wants to see more details about a score, he will click on the score to open up the Analytics Hub. In the previous section there are more details about how to use the Analytics Hub. And because John is selected in the dashboard filter, the Analytics Hub will show only his numbers. Breakdowns are related in a matrix, so if there is other breakdown, the elements of that breakdown will show only numbers for John.

In the information window you can see also the conditions for the query. You should be able to rebuild the query yourself by going directly to the list view of the table and applying the same conditions, if you want to play more with the data. However, be careful if you don't have much experience with queries in the platform, because sometimes fields can be difficult to find, especially for dot walked fields.