Overview

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Within Agent view, the ServiceNow team has built dashboards that help you organize and view data related to your team.

 

Certified Dashboards

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Going to the All Menu -> Platform Analytics, you will see a 'Dashboards' option. Clicking into 'Dashboards' will let you search for various dashboards you or others have created. Under the search is an option for 'Certified'. Certified dashboards are ones that the ServiceNow team has created that should be the first place you go to when looking for data within the system.

 

The current options for Certified Dashboards are 

• Forms and Order Guides is for agents to report on the usage of catalog items (aka forms) in the portal that their customers are using.

 

• Knowledge Base Articles is for Knowledge Base creators and managers to see the customer usage of published articles, as well as keep track of articles that may be pending publication, retirement, or a refresh.

 

• Survey Results is for Agents and Managers to check on their team's customer feedback. It shows survey scores as well as comments.