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Set the refresh interval for Success Dashboard indicators › ITSM Success Dashboard Admin console › Configure › ITSM Success Dashboard indicators › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure the knowledge base for ITSM Success Dashboard indicators

Include only the relevant knowledge bases related to IT while determining the Self-solved using Knowledge KPI in ITSM Success Dashboard indicators.

Before you begin

Role required: admin

Procedure

  1. Navigate to All > Self-Service Analytics > Activity Context.

  2. Select ITSM KB deflection from the list.

  3. In the Activity Context Types tab, select the Preview icon corresponding to Viewed a knowledge article activity type.

  4. Select Open record.

  5. In the Activity Context Type form, change the filter condition to include the relevant knowledge bases.

Image omitted: image-context-activity-type.png
activity context type
  1. Select Update.

Parent Topic:Set the refresh interval for Success Dashboard indicators