AQI checklist
The AQI (Article Quality Index) Checklist in ServiceNow Knowledge Management is a simple tool used to assess the quality, accuracy, and completeness of knowledge articles before or after publication. It ensures
articles meet defined standards so users receive clear, reliable, and useful information.
Roles Required for AQI Checklist
- Knowledge Coach, Knowledge Domain Expert
Applicable Workflow States
- The AQI checklist can be performed on articles that are in Draft, Review, or Published states within the workflow.
How to perform an AQI assessment
1. Open a Knowledge Article
Navigate to the Knowledge article list and open any article that is currently in a valid state for evaluation (Draft, Review, or Published). This ensures the article is eligible for quality checking.
2. Click “Perform AQI”
On the article form, locate and click the Perform AQI button. This action initiates the quality assessment process for that specific article.
3. Review the Article Checklist Summary Page
After clicking the button, the system redirects you to the Article Checklist Summary page. This page displays a set of predefined evaluation questions designed to measure the article’s quality, structure, clarity, accuracy, and completeness.
4. Answer Checklist Questions
Scroll to the Related Records section where all AQI questions are listed.
For each question, select:
- True → if the article meets the requirement or standard
- False → if the article does not meet the requirement
Each question has equal weightage, meaning every response contributes the same number of points to the final AQI score.
5. Submit the AQI Evaluation
Once all questions are answered, click the Submit AQI button. The system will automatically calculate the total AQI score based on your responses and record the result for that article.
Purpose and Benefits
The AQI checklist helps organisations:
- Maintain consistent article quality
- Ensure accuracy and completeness
- Improve user trust and self-service success
- Standardise knowledge review processes
In short: The AQI checklist is a quality-assurance mechanism that keeps knowledge articles reliable, structured, and aligned with organisational standards.
