The User Experience Analytics 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.

You can view user analytics tracking for the portal in the User Experience Analytics application. For more information, see Overview of the User Experience Analytics application.


User Experience Analytics interface for Service Portal

User Experience Analytics 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, User Experience Analytics tracks when a user orders a catalog item or views a knowledge article. You can use this data to infer 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: User Experience Analytics tracking is enabled for all portals by default. You need to enable tracking for a portal only if you enabled tracking for some portals but not others in a previous version. For more information, see Track User Experience Analytics in Service Portal.

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 User Experience Analytics, see Roles installed with User Experience Analytics.

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 user consent management policies.