In Knowledge Management, what is considered "suggesting" and why would I want to disable it in a knowledge base? How do I ENABLE suggesting?

Diana12
Kilo Contributor

‎11-21-2019 03:19 PM

In Madrid, when creating a new knowledge base it has a checkbox for "Disable Suggesting" and the instruction on this is "Check box to disable edit suggestions. If selected, users cannot suggest edits to articles in the knowledge base." 

My question is how do I ENABLE suggesting on articles? 

I have not yet been able to find a good way to complete a freeform feedback loop. Tagging is ok, but it does not create any workflow, and once the tag is removed there is no longer any reporting on that activity. Comments also do not create any type of workflow and they are public so not as effective. 

Has anyone else done anything to create a feedback mechanism...and what is "suggesting"?

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Lorenzo Stermie
Kilo Guru

‎11-21-2019 04:05 PM

Hello Diana,

I can't help you with Suggesting, I see that it's enabled on our instance but there doesn't seem to be any button for me either in my articles.

For Comments (as well as star rating and useful yes\no) I run a report on what has been flagged:

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I have this report on my dashboard so I can monitor what comes in and take action.

We have versioning enabled so all I do is update the article and the flag no longer appears on my report because it's attached to the previous version of the article that is no longer published.

If you don't have versioning you will have to ask you SN Admin to enable you to un-check the flag from the comment.

I hope this helps and I will look in to how suggesting works.

Best

Lorenzo

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Lokenath Chakra
ServiceNow Employee
ServiceNow Employee

‎11-22-2019 02:04 AM

Hey Diana,

"Disable suggesting" is a check box in the knowledge base configuration. If you leave it unchecked, you can "flag" an article from the platform or from the knowledge portal. If you check "Disable suggesting" users will not be able to flag articles. 

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Flagging is a feedback your internal users can provide to articles. On click, user is asked to provide a comment on why he is flagging the article.

All flagged articles can be found in the platform list Knowledge -> Articles -> All flagged. Author can locate their flagged articles and resolve based on the comment provided by the user during flagging.

You should definitely explore actionable feedback. If you turn on actionable feedback, system will create feedback tasks when articles are marked as not helpful, or rated "low' (you can configure what is "low"). These tasks will be automatically assigned to knowledge authorrs who can improve the article based on the feedback. Once the author has resolved the problem, they can mark the task to resolved and then the user who gave the original feedback can accept/reject the resolution. If they reject the resolution, the task gets reopened and this continues until the loop is closed. Doc link for actionable feedback: https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/conc...

As of New York, flagging does not create feedback tasks, but that is in our roadmap.

Hope this helps!!

Best, Lokenath Chakraborty, Product Manager, Knowledge Management, ServiceNow

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