Anonymity in Knowledge Article Feedback

[vidaljes]

Hello! I'm new to knowledge management in ServiceNow and my organization and I are currently building out our first knowledge base. We've are teaching our HR Service Desk team how to access and use the articles we've created. Something we have stressed across the development and launch of this knowledge base is feedback. The team wondered about anonymity when providing feedback.

Does anyone know if star rating feedback or helpful yes/no feedback can be tied back to individual users? Comments would of course be tied to individual users.

Thank you for your help!

[mwood · Accepted solution]

They are tied to individual users.  Check out the Knowledge Feedback [kb_feedback] table - it's a related list on the Knowledge Article form.  It stores the comments, feedback, and ratings.  Whoever summitted the feedback will show up in the created_by field. 

Also, if you're using Feedback Tasks, they show up on the task as the Submitted by. 

Anyone with the knowledge role can view these.

[vidaljes]

Thank you so much! 

[Lauren Methena]

On the backend, yes, the feedback can be tied to individual users. There's a tab at the bottom of each article form called "Knowledge Feedback." In it, you can look through the records and see who left which rating (unless the system times out - then it's blank). If you click the information icon (i inside a circle), it will open up the record so you can see who left what kind of feedback.

Since it's all available in a table, you can also run a report.

However, in general, you can only see it on the backend. So, it's available, but it's not readily accessible to all users.

I would assume (although I'd need to test) that this info could be hidden somehow. But OOB, it's available.

I hope this helps!