"Helpful" Article function in Agent Assist

[Maurice Pirmann]

Hi.

Becky postet this question in HR Forum:

"In HR Agent Workspace, in the Agent Assist widgets we see articles can be marked as "Helpful". This then shows a "helpful" text on the article card view. However, it doesn't seem to re-order these articles to the top of the list or other changes to how this article is viewed. What's the main benefit of an agent marking an article as "Helpful"?"

See:

https://community.servicenow.com/community?id=community_question&sys_id=8e753017db5830d013b5fb243996196d&view_source=searchResult&feedbacktype=acceptedAnswerEditor

The answer from Marcelle was this: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/product/knowledge-management/task/respond-evaluate-articles-agent.html

I have the same question as Becky, and because I have it for CSM I ask here in this Forum:

I think Becky's question was different.
"helpful yes/no" is what Marcelle was describing and what is present directly on the article in the agent workspace.
But there is also the "helpful" option in "Agent Assist", see Becky's screenshots.

As a support agent, you can mark the articles as "helpful" in the agent assist, but they are not linked to the case. In our opinion, that would make sense. Especially since there is this distinction in the "ServiceNow KCS v6 Verified Self-Assessment Worksheet":
"The OOTB feature of contextual search enables users to differentiate between the articles that they used to work on a case and the articles that resolved/fixed their case.
While working on a case, from the case, users can search for an article and then either mark it as "helpful" (which means it was referenced while working on a case but was not the full resolution) or as "attached" (which means the article was the resolution for the cases.)
Both the helpful and attached actions are recorded in the case and can later on be reported on."

My Questions:

• So what exactly is the purpose of the helpful option in Agent Assist?
• Wouldn't it make sense for helpful articles (such as the attached articles) to also be assigned to the case?
• Wouldn't it make sense to be able to send helpful articles to the customer (in CSM) right away (if you want to)?

Also see:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1000796

Thank you,

Maurice

[Maurice Pirmann]

@Sarup Paul  - perhaps you can help? 🙂

[ServiceNow Tec2 · Accepted solution]

This has been resolved by ServiceNow Technical Support. Please refer to KB1000796 for more information.