Testing steps for knowledge base?

[Servicenow10]

hi team,

I need your help with this doubt

I need to test my knowledge management on service portal, so please tell me what are the steps should I keep in mind to check the kb portal before presenting to the end user.

[Saquib · Accepted solution]

Hi User,

You may keep below points in mind while testing Knowledge Management

Test Case 1: KB to publishing, create a Knowledge Article

   Test Step: 1.a) Create a Knowledge article, select create new from left hand menu

                   1.b) Notification should be sent to the knowledge coordinator(s) telling them the article has been submitted for review

                   1.c) KB should change to status Review

                   1.d) Publish Knowledge Article

                   1.e) Search for the Knowledge article in Portal.

Test Case 2: KB closed after review, Solution document found to be a duplicate / Invalid

   Test Step: 2.a) Create a Knowledge article, select create new from left hand menu

                   2.b) Notification should be sent to the knowledge coordinator(s) telling them the article has been submitted for review

                   2.c) KB should change to status Review

                   2.d) Review the submission to see if it valid(Should not be any duplicate entry)

                   2.e) Retire the knowledge article

                   2.f) Check the article has changed state retired

Test Case 3: End user flag an article as inaccurate, Gives rating, Knowledge coordinator actions and closes feedback.

   Test Step: 3.a) From the Portal, Search for a knowledge article using key words.

                   3.b) Hover and click on the short description of an article

                   3.c) Give feedback for the article by choosing the "Report an issue with this article"

                   3.d) Add a rating to a Knowledge article

                   3.e) Check that notification is sent to the author and assigned to of the article with details for the feedback

                   3.f) Review articles to find any that are flagged

                   3.g) Review articles to find any that are poorly rated

                   3.h) Ammend the article to correct the inaccuracy and remove the flag 

                   3.i) With the article at published status, update and close the feedback

                   3.j) Check the article to make sure feedback comments are removed

Thanks

Saquib