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SWOOP for SharePoint – Example Usage Guide

This document explains how users access SWOOP, which dashboards to use and when, who owns which metrics, and how support is requested through the platform.

1. Access to Dashboards (via URL)

SWOOP for SharePoint is accessed via a dedicated SWOOP URL, provided during onboarding. 

Typical Users with Access

  • Intranet owners and platform owners
  • Site owners and content owners (for their scope)
  • Governance and support teams
  • Selected leaders (often view‑only or via reports)

Access requests or changes (e.g. new users, role changes) should follow the organisation’s agreed internal process before being actioned in SWOOP.

2. When to Use What Dashboard in SWOOP for SharePoint

SWOOP dashboards are designed to be used together, moving from high‑level insight to detailed action.

Intranet Dashboard

Use this dashboard to answer:

“How is our intranet performing overall?”

Use when you want to:

  • Understand overall intranet usage and engagement
  • Track adoption and trends over time
  • Support leadership and governance reporting
  • Review high-level governance issues (e.g. pages with issues, spelling mistakes, broken links, etc.)

Primary audience:
Leadership, Intranet Owners, Digital Workplace teams

Important:
This dashboard is for oversight of the intranet. Identified trends should be investigated further using Site or Content dashboards.

Site Dashboard

Use this dashboard to answer:

“Which sites are performing well, and which need attention?”

Use when you want to:

  • Review performance of individual sites or groups of sites
  • Compare engagement across sites
  • Identify priority sites for uplift or review
  • Support conversations with site owners

Primary audience:
Intranet teams, Site owners, Governance teams

Content Dashboard

Use this dashboard to answer:

“What content needs to be fixed or improved?”

Use when you want to:

  • Identify broken links
  • Find stale or outdated pages
  • Detect missing owners or editors
  • Improve content quality and findability

Primary audience:
Content owners, Site owners

This dashboard is action‑focused and should be used regularly as part of content maintenance.

Health Tab

Use this dashboard to answer:

“How healthy is our intranet and where are the risks?”

Use when you want to:

  • View overall health scores
  • Understand common issue types
  • Prioritise what to fix and when (e.g. spelling mistakes, broken links, accessibility issues, etc.)
  • Track improvements or declines over time
  • Support governance and risk discussions

Primary audience:
Intranet owners, Governance teams, content editors

AI Readiness Report (where enabled)

Use this report to answer:

“Is our content suitable for AI and Copilot experiences?”

Use when you want to:

  • Assess content structure and clarity
  • Identify risks for AI‑powered tools
  • Support AI governance and readiness planning

Primary audience:
Intranet owners, Digital workplace / AI leads

3. Metric Ownership

Clear ownership ensures insights lead to action rather than confusion.

Content‑Level Metrics (Content Dashboard)

Examples:

  • Spelling mistakes
  • Broken links
  • Stale or outdated content
  • Missing content owners

Owned by:
✅ Content Owners / Site Owners

They are responsible for:

  • Fixing identified issues
  • Maintaining content quality
  • Ensuring pages remain accurate and up to date

Site‑Level Metrics (Site Dashboard)

Examples:

  • Site usage and engagement
  • Site health trends
  • Performance comparison between sites

Owned by:
✅ Site Owners, with oversight from the Intranet team

Intranet‑Level Metrics (Intranet Dashboard)

Examples:

  • Overall usage and engagement
  • Adoption trends
  • Whole‑of‑intranet health

Owned by:
✅ Intranet Owners / Digital Workplace Team

These metrics are used to:

  • Support leadership reporting
  • Inform strategy and prioritisation
  • Guide governance decisions

4. How a Customer Submits a Support Ticket in the Dashboards

Support Entry Point

All SWOOP support requests should be submitted via the support option within the SWOOP dashboards.

This ensures:

  • Requests are captured consistently
  • Issues can be tracked and reported on
  • Recurring themes can be identified

How to Log a Support Ticket

  1. Click 'Help' in the bottom right
  2. Now click 'Request Support'
  3. This will open the Support Portal where you can submit your ticket
  4. Please fill in the details with as much information as you can
  5. Where possible, please include screenshots (these should be full screen and include the URL bar of the browser)
  6. Hit submit

What to Log as a Support Ticket

  • Access or permission issues
  • Data discrepancies or questions
  • Dashboard behaviour or technical issues
  • Requests for clarification on metrics

What Is Not a Support Ticket

  • Content changes (owned by content owners)
  • Governance decisions (this is an organisation specific, internal process)
  • Strategy or prioritisation questions (this is an organisation specific, internal process)

Summary

SWOOP is most effective when:

  • The right people have access
  • Dashboards are used in the correct order
  • Metric ownership is clearly understood
  • Support requests are logged through the platform

This ensures analytics are actionable, governance is scalable, and insights lead to measurable improvement.