is it necessary to have feedbacks and ratings for an outdated or retired KB?

[krishnaRedE]

Hello Friends,

is it necessary to have feedbacks and rating for an outdated or retired KB? is it possible to auto cancel or close them, what is best practice here.

Also i am looking for an effective review process, in the way that just not only reminding Authors through notifications when review time comes and to create a task for them, please suggest.

Thank you!

[Lesley W]

I've also noticed this. That the initial automatic email from ServiceNow is RARELY acted upon. 

It isn't until I send my own reminders out at mid-month that work actually begins on our Ownership groups articles due for review.

[Leri Andrews]

Hi

Imagine you have an article that is updated quite frequently, then the feedback on Version 16 is might still relevant in Version 17 even though you'd hope the author would review the outstanding feedback before they published. Out of the box, if you have ownership groups enabled, the group manager will get assigned all the feedback tasks and will need to reassign them (or the author can assign them to themselves). 

 As knowledge manager I periodically go in and close feedback where the end user hasn't given any details (just that it wasn't helpful) and reassign any where they have (broken link , incorrect info).  All members in the group and the author get a notification email when feedback is given but as they can unsubscribe from these notifications (or ignore them) this manual intervention will never be unnecessary.  

You can use the 'flag article' functionality to get other team members (not the customers) to indicate where an article needs updating.  This allows your internal feedback to be separate to the CSAT and means that a good article that just needs a slight adjustment doesn't have to be rated poorly to add a comment for the author. 

Dashboards and reports are helpful although out of the box, only knowledge managers can view them so your authors will need to be trained to keep an eye on their tasks.

Leri

[Rum]

Our users don't provide much feedback on KB articles. We do have email notification set up at beginning of each month for KBAs to be expired the end of next month. They told me this is Out of the Box feature, which didn't include expired KBAs that already expired previous months or a few months back. I keep reminding other KM managers (manage a couple other knowledge bases per their teams) and authors that when KBAs are expired, they cannot be searched, not available for users. One thing I've noticed this feature doesn't seem to be consistent, some expired KBAs are still available to users for like 30 days. I also have a dashboard with various reports including expired KBAs and share to all IT teams.