Generative AI and KB Updates

_2Cougar · ‎12-05-2023

Hi all,

We've ran into some issues with some of our support staff not being aware of some major updates made to the KBs and it negatively affected some of our calls.

Is there a way for support agents (knowledge workers) to easily see what changed in the KB article, as they are viewing it? We have some information that changes maybe once a year, others that change throughout the month. And its hard for the agents to be aware of all the things that change, when we have hundreds of services. One thought was using generative AI to point out changes made to the article in the last 6 months in a little summary field at the top of the article. Another thought was to see if we could have highlighted the updates made in the last 6 months, within the article itself. That way, you could scan the article quickly to see what's been updated recently. I think this last one would work well for the products the support agents are most familiar with.

Have any of you Knowledge Managers tried anything like this? Thanks.

Per-Kristian BM · ‎12-06-2023

I have tried the GenAI and the function named "case summarization". My experience with that function so far, leads me to think that using it in this context might not add the value you are looking for. I hope I am wrong, but I think it would generate too much text on top of the text in the article, and prob. make the article harder to read.

When we faced this issue, we enabled the versioning of the articles. We are following KCS and onboarded all our agents to attach articles when using them and update if they find a reason to do so, either fixing the article resolution or adding search words/phrases. We did go through when onboarding our agents to always have a look at "last updated", so they cal always make sure they know something have changed. in the versioning history they could also then see who made the change, thus have a contact in case something is not clear. the versioning was visible when reading the article, while the change log is only visible when in edit mode of the article.

In the long run, I would trust this works better then a summary made by GenAI, as this will effect the readbility of the article. I hope the GenAI function you describe can work, but for I think it would have been a just read as a small note in the versioning log when reading the article.

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Dave Littlejohn · ‎12-05-2023

I haven't tried generative AI yet (we don't have the license for it), but I added a "knowledge change notes" journal field that is required based on the knowledge base (setting on the kb_knowledge_base table that the owner has control over). Unless the KB owner enforces the field to be mandatory via that setting, anyone modifying the article is encouraged to fill out the "knowledge change notes" so viewers are aware of the changes. This change was implemented about a month ago, but I have already seen positive feedback especially when approving articles.

Bob Lee · ‎12-05-2023

Is the knowledge change notes field only visible to the support staff or is it visible by all of your knowledge base users? I think this would be useful in addition to versioning, which I use often to track changes.

Dave Littlejohn · ‎12-05-2023

We set it up so anyone with the "knowledge" role would be able to see the field

mauramcgrath · ‎12-05-2023

If you use Agent Workspace, this new feature makes it easy to compare versions but it does take some clicking to get to it: https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/knowledge-management/t...

Looks like a version is available in classic, but it's not as clean/easy to compare.