Usage Insights for Service Portal
The Usage Insights application provides views for monitoring usage analytics of your Service Portal applications. Visualize metrics and interactions to better understand the Service Portal user experience and identify how to improve it.
[Omitted video] Description: Video showing how to navigate and use Usage Insights
You can view user analytics tracking for the portal in the Usage Insights application. For more information, see Overview of the Usage Insights application.
Usage Insights interface for Service Portal
Usage Insights for Service Portal provides views for monitoring the key performance indicators (KPIs) of web applications built on Service Portal. You can use these insights to optimize your portal.
For example, Usage Insights tracks when a user orders a catalog item or views a knowledge article. You can determine which items or articles are the most popular among users. For more information on user-triggered events that are tracked automatically, see Service Portal events.
Note: Usage Insights tracking is enabled for all portals by default. Enable tracking for a portal only if you previously enabled tracking for some portals but not others. For more information, see Track Usage Insights in Service Portal.
Note: If you make certain key changes to portals, such as changing the sys_id, data is not carried over and you see a different dashboard.
Roles
The portal_analytics_admin and portal_analytics_viewer roles are installed with the Service Portal Analytics plugin (com.glide.service-portal.analytics). For information on other roles associated with Usage Insights, see Roles installed with Usage Insights.
User consent notices
User consent notices must conform to the ServiceNow Data Processing Addendum. Review your ServiceNow template user consent notices before they are presented to users. You can tailor the options for how these notices are presented to users, including the wording. For more information, see Define texts for Notice and Explicit Opt-in messages.
- Track Usage Insights in Service Portal
Track Usage Insights for Service Portal to monitor key performance indicators with the Usage Insights application. - Activate the privacy notice for unauthenticated users
If you enabled unauthenticated user tracking in your portal, you may be required by law to notify unauthenticated users that you are tracking their usage for analysis. You can display a legal notice by activating the Privacy Notice announcement. - Service Portal events
View Service Portal events to get insight into how a portal is being used in your organization. - Usage Insights related properties for Service Portal
Use system properties to configure Usage Insights for Service Portal.
Parent Topic:Analytics and Reporting Solutions for Service Portal
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