---
title: KB article tab
description: See which articles are retrieved, cited in responses, or left unused. Identify which content is driving successful resolutions and where gaps exist.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/perf-kbarticle.html
release: australia
topic_type: concept
last_updated: "2026-09-02"
reading_time_minutes: 1
breadcrumb: [View the performance, Use, L1 IT Service Desk AI Specialist, IT Service Management]
---

# KB article tab

See which articles are retrieved, cited in responses, or left unused. Identify which content is driving successful resolutions and where gaps exist.

## KB articles - Track how the AI specialist uses knowledge base articles

Track how the AI specialist uses knowledge base articles. See which articles are retrieved, cited in responses, or left unused. Identify which content is driving successful resolutions and where gaps exist.

The KB article usage summary tracks how many KB articles the AI specialist retrieved, cited, and left unused:

-   KB articles used: Number of distinct KB articles the AI specialist referenced during the selected period.

-   Total records: Total number of records \(incidents, problems, interactions\) resolved using at least one KB article retrieval.

-   Shown in citations: KB articles the AI specialist included in a response to the user. A higher count suggests the AI specialist is actively surfacing relevant content.

-   Retrieved only: KB articles the AI specialist retrieved internally but did not include in a response. A high count may indicate retrieval quality issues worth investigating.

-   Unused articles: KB articles that were not retrieved or cited during the selected period. Review these to identify outdated or hard-to-discover content.


The KB article list tracks all KB articles available to the AI specialist. Usage frequency is how often the AI specialist cited an article after retrieving it. Reopen rate is the percentage of incidents resolved using this article that were later reopened. Unused articles have no references during the selected period.

-   All used articles
-   Unused articles