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.

[MichelleMSmith]

That’s a great question—and yes, I think it is possible (and potentially beneficial) to run AQI and the CSC simultaneously, especially in organisations with varying levels of KM maturity across teams. 👍

[David Kay]

Yes! The way we'd say it is you would sample articles and evaluate them against the Content Standard Checklist.  For Candidates going through the licensing process, hopefully quickly, that sample might be 100%.  For less mature groups or outsourcers, you might score your Content Standard Checklist reviews, and for more mature groups, you might just look at it as a coaching tool.

You can call things whatever is helpful to you! But to be clear, we didn't add the Content Standard Checklist to the AQI - we renamed the AQI and gave it a different emphasis.  So the only way you should see AQI in the KCS Practices Guide is if it has the word "formerly" in front of it!

[beth-catalynk]

Michelle, In KCS v6 overall there is an even stronger focus on assessing value and the metrics associated with defining and enabling visibility of value. The recently released Knowledge Domain Analysis Reference Guide assists. I'm impressed that you've progressed to encourage the values of coaching, feedback and continuous improvement with a new strong emphasis on growth and learning. It's great to see you've made that shift - a great case to be shared!

[beth-catalynk]

Michelle, In KCS v6 overall there is an even stronger focus on assessing value and the metrics associated with defining and enabling visibility of value. The OOTB ServiceNow Knowledge features assist and the new-ish Knowledge Domain Analysis Reference Guide also assists. I'm impressed that you've progressed to encourage the values of coaching, feedback and continuous improvement with a new strong emphasis on growth and learning. It's great to see you've made that shift - a great case to be shared! Looking forward to more!

[MichelleMSmith]

Thank you so much! I really appreciate your encouragement 😊

We’re still early in our KCS journey, and I’ll admit—we’re not at the stage where a full coaching culture is embedded. The idea of coaching and feedback is something we’re working toward, but we’re being intentional about building the foundations first. Right now, we’re focusing on small, practical initiatives that help teams understand the value of good knowledge and start to shift their mindset.

AQI has been a great tool to start those conversations, and we’re keeping the CSC in our back pocket for when the culture is ready to support it. It’s definitely a journey, but we’re learning a lot along the way and trying to meet teams where they are.

Looking forward to learning more from others in the community too 😊