Knowledge Article Scorecards

[DavidBReynolds]

Hello,

Are there any Knowledge Article scorecards included in the "out of the box" experience in the Xanadu release? I'd like to improve our knowledge articles and know where to focus our efforts. A scorecard could help as part of the solution. I'm just not sure where to find an article about it.

Thank-you.

[Prinssi]

Hello @DavidBReynolds 

You might want to consider using ServiceNow's Article Quality Index (AQI). This feature allows you to create your own scorecard criteria for what represents a good quality article in your organization.

Here's an overview from the ServiceNow Documentation:

Assess the quality of knowledge articles with the article quality index (AQI). The AQI helps maintain consistent quality of knowledge articles attached to a knowledge base where articles are written by various authors.

Using AQI feature, a knowledge administrator (a user with knowledge_admin role) creates a checklist and adds a set of true or false questions to the checklist to assess the quality of knowledge articles. For each question, the knowledge_administrator assigns a weight based on its importance to the quality measurement and then attaches the checklist to a knowledge base.

A knowledge reviewer (a user with knowledge_coach and knowledge_domain_expert role) performs AQI review on knowledge articles attached to the knowledge base by answering the true or false questions in the checklist. The article quality is then scored based on the cumulative weight of all answers set to true in the checklist.

The average AQI scoring is displayed on the Content Quality tab of the Knowledge Management dashboard (see Knowledge Management dashboard).

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To set up AQI, here's the documentation.

[Dave Littlejohn]

I was going to recommend this as well

[Eoghan Sinnott]

Hi,

I agree that this would be the closest out of the box functionality for what you are looking for, but I would add my opinion that it is not really worth setting up. I have found that it is an extremely manual and time consuming process, with little to no automation involved with it out of the box. After you create your checklist you will have to manually asses every article that you wish to check. It became a box ticking exercise for compliance purposes rather than a meaningful tool to improve your quality.

AQI itself was a concept created by the Consortium for Service Innovation, who originally developed the KCS methodology. They have in recent years moved away from the "AQI" focus and instead shifted towards a Content Standard Checklist , which I would recommend taking a look at.

Hope this is of some help,

Regards,

Eoghan

[Prinssi]

Even though there isn't built-in automation, you could foreseeably use ServiceNow's AI tools to add automation. I can imagine a scenario where Now Assist and AI agents could be created to "read" articles and then answer the AQI questions. Ultimately, even if the Consortium for Service Innovation has drifted away from AQI to a checklist, the AQIs contain true/false questions, so they essentially are a checklist.

From a content perspective, there is value in what the latest advice from Consortium for Service Innovation. However, on a practical, ServiceNow platform level, AQI will still be the best readily accessible tool to conduct content reviews and assessments, even if the approach to the tool is from a different mindset.