Knowledge Article Helpful? 'No' = action/comment required

[Lesley W]

Note: I selected Orlando instance but we are soon migrating to Paris.

Is there a way to prompt a 'flag article' comment when a user selects 'No' in the Helpful section of a knowledge article?
Or have it open a URL/survey which may be made anonymous in some way?

At the moment when a user selects 'No', a system message just pops up to say "thank you". I then try to contact the user to get more information but rarely get a response (possibly because they're not anonymous, possibly because it was an accident or they're busy or just don't want to reply).

Thanks.

[sachin_namjoshi · Accepted solution]

This is available OOB with knowledge feedback functionality.

Check below for more details

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/reference/r_KnowledgeFeedback.html

https://hi.service-now.com/kb_view.do?sysparm_article=KB0712422

Regards,

Sachin

[Lesley W]

Thank you, Sachin.

I couldn't seem to find this anywhere so really appreciate it.

[Wendy25]

I am also interested in attaching an action to the Knowledge Article Helpful = "No" value.  I've read the documentation referenced above in the "Marking Articles" section and do not see anything that says how selecting a value of "no" will trigger a pop-up box for adding a comment.  It appears that "Comments" and "Helpful? Yes/No" are two separate functionalities.  Please advise.

[Lesley W]

Hi Wendy,

Its Actionable Knowledge Feedback that you want to look at https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/task/... 

When this is enabled - a pop up appears like below when the user selects articles to be 'not helpul'. It doesn't force them to make a comment as the default is they can say 'no thanks' and leave it blank but it still creates a Knowledge Feedback Task to be assessed with the author/ownership group.