Overview
Knowledge is crucial for an organisation to both help their employees, suppliers, customers know how to proceed on each case as well as deflecting incidents, cases, or any other case of task that could require assistance. For this reason it is paramount to have updated, relevant and easy to follow articles, or said differently, quality articles. But who defines what quality looks like in terms of articles? Companies can rely on the “Article Quality Index” to understand which articles meet the quality criteria set and which ones should be reviewed to increase the overall quality.
Preparations
The “Article Quality Index” feature can only be used if the “Knowledge Management Advance” (com.snc.knowledge_advanced) plugin is installed. This plugin will enable more things, like version control, which is quite useful too.
Configuring the checklists
Once the plugin has been installed, we will see a new section called “Article Quality Index” and a set of new modules that mention “AQI”. The first thing we need to do then is going to the “AQI checklists” where we can see the default one, but it is recommended that you create a checklist that works for your company.
If we open the default one, we will see a set of questions with a given weight.
Please, bear in mind the sum of all weights within a given checklist must be 100 given the score is calculated using a percentage. If you exceeded the weight an error message will be shown:
Using the checklists
Once we have set up the checklists we need, we have to link them to the Knowledge Bases we want. In the case below we are linking the Default AQI checklist to the IT Knowledge Base. Given the reference lives in the Knowledge base, this means a checklist can be linked to several bases, but only one can be linked to a given base.
After doing so, knowledge articles under that knowledge base will start displaying a “Perfom AQI“ button.
The button only appears when the article is in certain workflow states. OOB these states are “draft”, “review” and “published”, but the property “glide.knowman.aqi.article_workflow_states” allows you to expand or restrict which states allow to fulfill an AQI checklist.
Clicking on the “Perform AQI” button will display a checklist with the questions that were previously selected. The person answering will have to answer true or false, which will, based on the weight of the questions, generate a AQI score on the “Article Checklist Summary” parent record containing them.
The AQI score goes from 0-100 as mentioned above and checklists can be repeated as many times as needed to have the lastest the AQI score calculated.
This means if the score was too low, the author could go back and correct the article until the score is at the desired level. If you want to know which AQI checklists have been completed for a given Knowledge article, these can be seen in the related list found under it.
If this blog article was useful to you, please click on “Helpful” and share it! 👍
4 Comments
