How Are IT Users and Service Desk Agents Providing Feedback on Knowledge Articles?

[Garima26]

Hi All,

I’m seeking insights into how organizations are currently managing feedback for knowledge articles in ServiceNow, particularly for IT users and service desk agents.

In our setup, the feedback functionality was previously accessible directly within the ServiceNow module, which made it convenient for IT users and service desk agents to provide quick feedback. However, it’s been a year this functionality seems to be restricted to the self-service portal. This change is causing challenges, as it requires additional steps and navigation, leading to inefficiencies and delays.

I would like to understand:

• How are your IT users and service desk agents currently providing feedback on knowledge articles?

• Have you faced similar challenges with routing users to the self-service portal for feedback?

• If so, how have you addressed or streamlined this process?

• Are there any configurations, customizations, or best practices you recommend to make feedback collection easier within the ServiceNow module?

Any suggestions, experiences, or insights would be greatly appreciated!

Thank you!

[Dr Atul G- LNG]

Hi @Garima26 

Not 100% sure but did you try this way in native view

[andreababch]

As far as Service Desk Agents, they strictly attach articles to indicate resolved or flag if need improvement. We go through the tickets for tickets without knowledge to identify what should be added (wish that was easier). For IT users, they will mainly just flag. We don't use ratings/feedback except for on public articles on the portal.

[Cheryl Wickwire]

We gather feedback two different ways.  1) We have them use the Flag article to submit feedback.  This creates a Knowledge Feedback Task record (Reason = Flagged).  2) If users choose to rate the article 3 Stars or below, they are asked to provide feedback on their rating.  (Reason = depends on their feedback choice/ Other, Article is not complete, etc.).  You can see all your Knowledge Feedback Tasks along with what type they are by navigating to:  All > Knowledge Feedback Tasks.