Using Unhelpful (Marking Articles) vs Flag Article button

laura_p

I was wondering if any one was using the feedback tasks created from Unhelpful (Marketing articles) instead of using Flag article. From what I understand Flag Article was meant for more internal IT type requests for changes to an article and Marking articles helpful/unhelpful is more for external. I notice that the Flag article creates a task but doesn't allow you to categorize it such as with marking Unhelpful in which you can select a reason such as incorrect information, difficult to read, etc. We have a lot of issues in which publishers are not completing their feedback tasks on time. Because of this many extra tasks get created as others leave the same feedback. It is difficult in the list of tasks to know what is more important as you cannot tell the difference between a formatting issue (less important) vs incorrect information (more important.) I was wondering if anyone has removed the Flag article feature and replaced with Unhelpful to get better feedback from users? Is there anything that could cause issues if this method was used instead of the Flag Article for feedback? Thank you.

Leri Andrews · ‎06-06-2025

Hi Is anyone else finding issues with knowledge in the HR scope? For example, my Knowledge Admin access allows me to republish retired articles in all knowledge bases except the HR one. We have an idea open for this if anyone fancies voting 🙂 https://support.servicenow.com/now?id=view_idea&sysparm_idea_id=cce8bbfe93678a505736b25d6cba1092&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests Also business rules to allow commenting cannot get through the HR scope 'wall' so the checkbox on the knowledge base doesn't work. I cannot change the AQL on my own knowledge base, only the knowledge bases outside HR scope. Unexpected HR roles have kb_writer. If anyone has any other issues they have come across I can add them to the feedback I am giving to SN. Thanks Leri

RogueFader

Hi all. I say a beginners guide, I joined this team to manage problem, however I seem to have had knowledge thrust upon me with no guidance, so I'm learning as I go. I've been tasked with trying to address knowledge gaps in the public knowledge base, and I was just wondering how people approached this, maybe in a STAR approach. Just to get some baselines, I've extracted 6 months of incidents where the category is 'User guidance' and where the incident is not linked to an article, but to be fair, getting our teams to link to articles if/when they use them is another battle altogether. I then put that info into Excel, into a table and then used copilot to look at themes of issues and what types of articles we would need. I'm sure I'll need to move it on from there a bit, although I'm not 100% on what reports I'll need to run, which will also need to include Virtual Agent, then scan all that data, and tie it all in together to address that knowledge gap backlog. Any steer on this issue greatly appreciated. Thanks

CaitlynD

We've recently implemented that as knowledge admin I can edit the valid to dates and author without using the checkout option to create a new version for those changes. That has been going well. However, on Tuesday I changed the author on an article to a new author. Yesterday someone raised a feedback task against the article and it has been assigned to the previous author instead of the new one. I know these tasks can be reassigned but it would be good to know why this has happened as we need the current author to be updated. Is it possibly due to the lack of a new 'version' of the article that it doesn't recognise as needing to send it to someone else? Thanks

Magnus Hovik

I recently tried to figure about something similar but I'm not sure the one answer there is correct, so I'm just going to try again: Re: Formatting multiple resolutions in the resolut... - ServiceNow Community ---------- In this article: Guidance on Knowledge Article Authoring Best Practices for Now Assist in Virtual Agent - Support and Troubleshooting ServiceNow says: Now Assist parses KB articles as HTML + text, not visual layout. ServiceNow's KB Content Style Guide stresses simplicity, white space, and semantic formatting for both human and AI consumption. - Recommended Tags <h2>, <h3> for sections <p> for paragraphs <ul><li> for lists <strong> for emphasis In this article: Best practices to use your knowledge articles with... - ServiceNow Community ServiceNow says: Formatting best practises Use a clear structure with titles, subtitles and steps: Write knowledge articles in a clear and structured manner, with well-defined sections or headings that organize the information logically. This structure helps the generative AI model understand the content hierarchy and generate coherent responses. Utilize headings, subheadings, and bulleted lists to break down complex information into digestible chunks. Questions Are there any recommended approaches to this? Not just "utilize headings and subheadings" but actual concrete and practical recommendations? That can be written explicitely in a Content Standard. When to use h2, h3, h4... Are there any ways to globally change the font size of a heading? I found this Knowledge headings and formatting - ServiceNow Community. Which doesn't have an answer. Because it looks very off in the knowledge article when "Issue"...."Resolution".... or other fields are smaller than subheadings within a field. It looks like a bad template. When I inspect a knowledge article it says that the fields (Issue..Resolution...) are h3. Does that mean the content subheadings should be h4, or am I thinking about that wrongly? If a Resolution field has more than one resolution in it, should each one have a heading (H2/H3), or is a bold title correct? This is the same question I had here: Re: Formatting multiple resolutions in the resolut... - ServiceNow Community ------ For example, I'm writing an article about knowledge blocks where in the "Resolution" field I have this: Create a knowledge block (h3) Solution 1 - Create a knowledge block backend (regular paragraph) Do this Then this Solution 2 - Create a knowledge block when you write a knowledge article (regular paragraph) Do this Then this Edit a knowledge block (h3) Solution 1 - Edit a knowledge block backend (regular paragraph) Do this Then this Solution 2 - Edit a knowledge block while creating a knowledge article (regular paragraph) Do this Then this Then this Is this correct? Sorry for the longer post.

Knowledge Managers

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Using Unhelpful (Marking Articles) vs Flag Article button

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Changed author but feedback task went to previous author

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