Knowledge Management Test Cases (knowledge portal)

[Rebecca B]

Hello Everyone, I am looking for some test scripts for knowledge testing. Is anyone able to share what you use for manual testing?

Also if there is one specifically for Knowledge Portal testing that would be appreciated.

[shannont]

Hi Rebecca,

I would check the Test Template documentation out that I just found via a google search.  Sounds like there could be something useful there although I've never used it. 

We have built our own test templates based on our KCS process in snow.  They're basically SAF (Step Action Files) in excel that document each area via dif tabs that we utilize when testing.  We also find them useful for new joiners to run through and become familiar with out process.  Sorry, more info and advice than sharing but hope it helps!

[Sumanth16]

Hi @Rebecca B , 

You may keep below points in mind while testing Knowledge Management

Test Case 1: KB to publishing, create a Knowledge Article

   Test Step: 1.a) Create a Knowledge article, select create new from left hand menu

                   1.b) Notification should be sent to the knowledge coordinator(s) telling them the article has been submitted for review

                   1.c) KB should change to status Review

                   1.d) Publish Knowledge Article

                   1.e) Search for the Knowledge article in Portal.

Test Case 2: KB closed after review, Solution document found to be a duplicate / Invalid

   Test Step: 2.a) Create a Knowledge article, select create new from left hand menu

                   2.b) Notification should be sent to the knowledge coordinator(s) telling them the article has been submitted for review

                   2.c) KB should change to status Review

                   2.d) Review the submission to see if it valid(Should not be any duplicate entry)

                   2.e) Retire the knowledge article

                   2.f) Check the article has changed state retired

Test Case 3: End user flag an article as inaccurate, Gives rating, Knowledge coordinator actions and closes feedback.

   Test Step: 3.a) From the Portal, Search for a knowledge article using key words.

                   3.b) Hover and click on the short description of an article

                   3.c) Give feedback for the article by choosing the "Report an issue with this article"

                   3.d) Add a rating to a Knowledge article

                   3.e) Check that notification is sent to the author and assigned to of the article with details for the feedback

                   3.f) Review articles to find any that are flagged

                   3.g) Review articles to find any that are poorly rated

                   3.h) Ammend the article to correct the inaccuracy and remove the flag 

                   3.i) With the article at published status, update and close the feedback

                   3.j) Check the article to make sure feedback comments are removed

Please refer too below thread:

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/atf-quick-start-...

If I have answered your question, please mark my response as correct and/or helpful.

Thanks & Regards,

Sumanth Meda

[Rebecca B]

Thanks Sumantha! Does anyone else have scripts they are willing to share?