Search for Duplicates in Knowledge

[rosenst22]

We are training our users to search for duplicates when creating knowledge, and also on providing feedback on an article if it is a duplicate, but how can admins manage duplicate content when not caught by our end users? Spot check obviously, but is there a way to run a quarterly report so we can find those duplicates in the system? Thanks.

[Kristen Ankeny]

You might be able to leverage something like Steve Bell talks about in this article: https://www.servicenow.com/community/developer-articles/community-code-snippets-scripted-string-matc...

[Amarjeet Pal]

Hello @rosenst22 ,

• Built-in Functionality: ServiceNow Knowledge Management offers basic duplicate detection through the "Similar Articles" feature. This displays potentially similar articles when creating or editing new ones.
• ServiceNow Reports offers powerful filtering and aggregation capabilities. Create quarterly reports with filters like "Created in the past 3 months" and "Duplicate of (field)" to identify potentially plagiarized articles.
• Train admins on recognizing and handling duplicated articles.
• Encourage users to use the "Report Abuse" or "Feedback" features to flag potential duplicates.
• Regularly review and update your duplicate detection methods and reporting criteria.

Handling Found Duplicates:

• Merge Articles: If two articles cover the same topic but offer complementary information, consider merging them into a single, comprehensive resource.
• Redirect or Deprecate: Redirect users to the primary article and mark the duplicate as deprecated, preventing further edits and highlighting its outdated status.
• Delete: In cases of blatant plagiarism or irrelevant content, deleting the duplicate may be the most efficient solution.

Thanks

Amarjeet Pal