Actionable Knowledge Feedback

csinnett · ‎01-19-2024

Does anyone have any guidance on getting started with actionable feedback please? We have it switched on in our instance it's just that from what I can see there doesn't seem to be consistency in how tasks are assigned to authors and how they are notified of this, so I'm trying to get my head around how it's supposed to work so we can iron out the issues and roll it out across our department.

Thanks in advance for any help.

Ramesh Lohar · ‎01-20-2024

Actionable feedback is a feature in ServiceNow that allows users to provide feedback on knowledge articles. Here are some steps to get started with actionable feedback:

1. Enable Actionable Feedback: This feature is not enabled by default. To enable it, navigate to "Knowledge > Administration > Properties" and enable the "Actionable Feedback" property.

2. Assign Tasks to Authors: When a user provides feedback on a knowledge article, a task is automatically created and assigned to the author of the article. The author can then take action based on the feedback.

3. Notifications: Authors are notified of the feedback task via email. The email contains a link to the task and the feedback provided by the user. You can customize the email notification by navigating to "System Notification > Email > Notifications".

4. Consistency: To ensure consistency in task assignment and notifications, you can create a workflow or business rule. For example, you can create a business rule that assigns all feedback tasks to a specific group of authors. Or, you can create a workflow that sends an email notification to the author whenever a feedback task is created.

5. Rollout: Once you have configured actionable feedback to your liking, you can roll it out to your department. It's a good idea to provide training to your authors so they understand how to respond to feedback tasks.

6. Monitor and Improve: After rollout, monitor the usage of actionable feedback and make improvements as necessary. You can use reports and dashboards to track the number of feedback tasks created, the response time of authors, and the satisfaction of users.

Remember, the goal of actionable feedback is to improve the quality of your knowledge articles based on user feedback. So, it's important to take action on the feedback and communicate any changes to your users.

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Gianluca Roncat · ‎01-22-2024

You can also consider using ownership groups to have a group of people manage feedback and not just the author of the article

Automating feedback management to improve content (servicenow.com)

Ownership groups (servicenow.com)

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Ramesh Lohar · ‎01-25-2024

Sure, here are the steps to modify a workflow to assign tasks to members of an ownership group:

1. Open the workflow editor: Navigate to "Workflow > Workflow Editor" in the ServiceNow application navigator.

2. Select the workflow you want to modify: In the workflow editor, click on "Open" and select the workflow you want to modify.

3. Add or modify an assignment activity: In the workflow canvas, drag and drop an "Assignment" activity from the activities pane to the place in the workflow where you want the task to be assigned.

4. Configure the assignment activity: Double-click on the assignment activity to open its properties. In the "Assign to" field, select "Group" and then select the ownership group to which you want to assign the task.

5. Save the changes: Click on "Update" to save the changes to the assignment activity, and then click on "Save" to save the changes to the workflow.

6. Publish the workflow: Click on "Publish" to make the changes to the workflow active.

Please note that the members of the ownership group need to have the appropriate roles to be able to work on the assigned tasks. Also, the workflow context (i.e., the record that the workflow is running on) needs to be in a state that allows the assignment activity to be executed.

Here is a sample script for an assignment activity that assigns a task to a group:

javascript
(function executeRule(current, previous /*null when async*/) {
// Get the sys_id of the group
var group = new GlideRecord('sys_user_group');
group.get('name', 'Ownership Group');

// Assign the task to the group
current.assignment_group = group.sys_id;
current.update();
})(current, previous);

This script uses the GlideRecord API to get the sys_id of the group with the name "Ownership Group", and then assigns the task to this group.

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Ramesh Lohar · ‎01-20-2024