Automate AQI Checklist - Knowledge Center on ServiceNow

[VijayadeepaS]

Hi all,

Is itpossible to automate the activity of performing AQI checklist for knowledge articles, becuase the feature remains underused for a knowledge repository of 11000+ articles if we as Knowledge Managers want to score the articles and seems practically impossible to mark true /false for 10 questions for this size of repository.

Any insights are appreciated.

[Dr Atul G- LNG · Accepted solution]

Hi @VijayadeepaS 

No mate, AQI is something that requires human intervention, and that is the reason it is included as a manual step.

If you want to make the process fully automated, the purpose of AQI will be diluted. What we have done is add AQI conditions for a specific set of articles where the article is linked to a particular property, CI, or service. For the remaining cases, the standard behaviour continues.

We had the same issue previously, and we introduced conditions to reduce the AQI backlog and make the process more manageable.

[VijayadeepaS]

Ok, thank you Atul. So we will try to apply this to a critical scoped app like Risk & Compliance or HR and not to ITSM. To avoid manual review or existing or new articles as it includes human error what is the best approach please? we have NowAssist integration for KM only to craete KB from INC not on the knowledge form. 

[Dr Atul G- LNG]

Yes mate, that's the best approach. OOTB, AQI is not mandatory. If you make it mandatory for all Knowledge articles, the AQI backlog will become very high and difficult to manage. @VijayadeepaS