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

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.


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.

Adoption Behavior Change

Direct Outcome 

Content Published

Time to Publish

Unpublished Articles Backlog

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:

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.