Automatically Perform AQI Checklist on Knowledge Articles

[Pia_123]

Hello,

We're are facing the following issue while implementing (or using) the AQI Checklist functionality on our Knowledge Base:

- We have round about 700 published Knowledge Article plus 450 still in the pblishing process

- We would like to AUTOMATICALLY perform our AQI Checklist on those published articles to see if the approval from the owner groups are correct (means: Quality check on approval/ Qulaity check on article content/formatting)

Are there any thoughts besides performing AQI manually on each and every articles. Did anyone else what to have this automatically functionality and have already adressed it to ServiceNow?

Thanks in advance

[Kim27]

We ended up turning off AQI. It was just too clunky and added too much time to the article creation process. I'll watch this post to see if there is a way to automate it because then we'd consider turning it back on.

Just out of curiosity, is your thinking if the automated AQI falls below a certain threshold would it kick off a workflow to bring that to someone's attention? 

[Pia_123]

Yes, you are right this would be our suggestion to start a workflow.

How do you monitor the quality? Manually?

[Kim27]

Yes, our tech writers review the articles and are including quality checks as they do their review. 

[Rholmes007]

Has anyone had any further experience with the AQI Checklist? I really want this review functionality. I've added a simple AQI with only 4 questions, and want to enable it for governance for the team, to process at a timeline I set. (governance)

I'm in the process of learning how to do this, so feel free to link another discussion topic if there is one. 🙂 thanks!