Determine how engaged employees are with content you provide on the Employee Service
Center or your portals and campaign content by using Content Analytics.
Content Analytics helps you decide when content is stale, needs refreshing, and how engaged
your employees are with your communication.
- Tracking profiles
- Tracking profiles define a bucket where you want to capture analytics. It can
correspond to a portal, campaign, application, or any context you like. An example is
the Google Analytics property.
- Tracking profiles are like a bucket that you want to store your captured
analytics.
- The ServiceNow tracking profiles are similar to Google Analytics property.
- You can choose from two types of tracking profiles:
- The base system provides the Content Automation and Content Delivery profiles under
ServiceNow. Pre-configuration of the Content Automation and Content Delivery demo
portals use the corresponding profile for portal analytics.
- ServiceNow profiles
- The base system tracks portal analytics for the Employee Service Center for the
default profile. Portal analytics includes:
- Page views.
- Top page clicks, downloads
- Notification activity, email opens, and email clicks.
- Google Analytics
- If you choose Google, you have to configure your Google account so that it can
communicate with Content Delivery and Content Automation. See Configure content analytics for Google.
- Using Google Analytics provides a rich set of data that provides granular
information.
- Reports show page views, top page clicks, and views vs. clicks for specific campaign
content.
- You have access to event-based analytic reports that measures engagement with the
Employee Service Center or your service portal:
- Page views.
- Top page clicks, downloads.
- Notification activity, email opens and email clicks.
- Unique users.
- Average session duration.
- Average time per page.
- Bounce rate.
- Devices.
- Data flow
- Data flows differently depending on what type of tracking profile you are using.
- The ServiceNow tracking profiles move data in multiple steps:
- Data stores in the browser memory.
- After a user navigates to other content or after five minutes, the data moves to
the server in memory.
- The data moves to the ServiceNow content analytics tables.
- Tracked Event [sn_cda_tracked_evt_agg]
- Tracked Page [sn_cda_tracked_page_agg]
- Tracked Visit [sn_cda_tracked_visit_agg]
- The ServiceNow tracking profiles trigger runs to transfer data to the shared
analytics tables. Google Analytics transfers data directly to the shared analytics
tables.
- Event Statistic [sn_cda_event_stat]
- Page Statistic [sn_cda_page_stat]
- Analytics Visit Statistic [sn_cda_analytics_visit_stat]
- *Browser Statistic [sn_cda_browser_stat]
- *Device Statistic [sn_cda_device_stat]
*Used only for Google Analytics.
