Enhancing Self help KBAs

[Surbhi Kaushik]

Hi,

We are planning to improve our self help KBAs. The policy is to review the articles once a year.

As of now, the usage is almost negligible. It would be great if i could get some insights on how you spread the knowledge created, and how to make sure that people use the knowledge.

[sandied]

Hello Surbhi,

We have a similar issue. I am looking at feedback from the users in order to improve usage. Do they know that the KBAs exist and how to access them? 

[Surbhi Kaushik]

Hi,

Yes they do. but the problem is they just mark the article as 'not helpful' without specifying the reason, which does not really serve the purpose. We tried to make the reason specification mandatory, but that did not help either. plus, we have almost 1000 articles so it gets difficult to keep track of the feedback.

[sandied]

I would take a handful off articles and chat with the user directly. It is time consuming but may be helpful. 

[Dave Littlejohn]

I would recommend enabling knowledge feedback tasks. That will help keep track of the the feedback to which articles and which are being worked on / completed.

https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/knowledge-management/t...