Is anyone using SNOW's automated feedback and ratings collector?

[linniesea]

We already have three separate knowledge bases, and I am creating a new 4th area or a segregated section within the three using Knowledge Blocks (KBlocks).

We currently don't have this collector turned on. As the area where I am developing content for a 24x7 operations center, it is imperative that I know if content needs to be updated and what any suggested modifications might be. 

As an add-on, it would be great to see those star ratings, but less important. Here are my two solutions:

Option 1
We could turn on the collector, but my concerns for doing this are:

• It would impact all writers in our org

This method would generate doc tickets that would age in our system, bringing down our team's overall ticket closure speeds (it has happened to me before using Remedy). 

Option 2

Alternatively, we could just put a "button" at the top of each article with a link to a general email to our team that would go to a general email account where at least two people would monitor (in case of turnover), and all comments, changes, etc. would be sent to that email and fixed asap. 

Does anyone have any other suggestions or comments? I look forward to hearing any ideas.

Thanks,

Lin

[Kim27]

Hi Lin, can you confirm the terminology - when you say "collector" are you referring to Knowledge Feedback Tasks? 

• We use KFTs extensively. We have flags, comments, and knowledge needed creating KFTs.
• KFTs generate a task, not a ticket, which can be excluded from your SLAs/Metics.
• KFTs can initially be assigned to a specific group - we have them assigned to the knowledge admin team who reassigns them out as needed. 
• We are preparing to enable Knowledge Ownership Groups which will give content authors a little more control over the content they create. You should look into these. 

Tracking our knowledge requests as tasks provides us with reporting to determine:

• Authors who are not responsive
• The amount of work for our knowledge team
• Content being created as a result of agent or end-user feedback
• How long it takes to create content

I am not a huge fan of star ratings. I much prefer the helped versus didn't help. 

[linniesea]

Thanks, Kim,

Your response was helpful, and I will pass it on. I am not familiar with the exact name. It is our KB lead who suggested it as a solution. I am more familiar with the Dev side, but it does sound like that's what I am talking about. 

The capabilities of using KFTs would be excellent, except I'm creating a lot of content, and as a single writer, I don't want to be timed initially on how long it takes me to update something. It is OK if you work with people who have managed doc or training deliverables because they know that you go onto other parts of a project and then come back to do revisions. But where I work, other managers are focused on how long tickets are open, and I know from experience that is what will happen, and they will want to know why it takes me so long to close mine. They will start thinking I am a slacker until someone else sets them straight. 

I am only a fan of star ratings, so when my leadership looks at my work, they see others found it helpful. 

I will share this with my team and see what they think. I like my own solution in the short term and yours in the long term (when my contract is over and they have someone who wants to maintain everything. 😉

[Dr Atul G- LNG]

Hi @linniesea 

Its SN or ServiceNow not SNOW.

[linniesea]

Thank you, Atul, but for our internal style guide, we use SNOW as  the acronym. It would be awkward to refer to the complete name in instructions every time we needed to refer to an interaction that takes place in the ServiceNow interface. Especially when many of our instructions have software engineers working with multiple applications simultaneously. 

I could consider suggesting that we use SN, but we already use it for something else. That's the joy of working with companies and interfaces that keep changing. I was around when it was both Service Now and ServiceNow.