PPT presentation slide of the UFFA flow

[Tommy SN Sahlin]

Hi forum,

I've been asked on different occasions if I could share an animated ppt presentation slide I frequently use, going through the KCS UFFA flow step by step. The variations I've used have all been branded for customers, employers etc so I haven't been able to just share a copy, but now I finally sat down and "cleaned it up", making it generic.

It's built to be run in presentation mode, based on animations, but also works as a static picture. Feel free to use, edit, share as you wish. Change fonts, headings, colors, whatever you'd like to adapt for your purposes. You are also welcome to remove my company logo, I just left it there to remind y'all where it came from 😉

The animated ppt is attached, and below is a screenshot of the complete picture

Hope it helps! And of course I'm open for any feedback or suggestions.

cheers  /Tommy

[Kristin J]

Thank you for the gift! 

[Janelle3]

This is fantastic! Very generous, thank you for sharing. I'll certainly have a use for this.

[Janelle3]

Hi Tommy,

I just noticed your comments on the Idea Portal for possibility to flag an article directly from an incident (which I have upvoted).

The "Flag it" part of UFFA works well for us from the Customer Portal, but due to not being able to flag related articles directly from incidents, it's not great for the Service Desk / IT department. It's a break in our flow to have to go and search up the article elsewhere in order to flag it, particularly as some articles are internal and not accessible from our Customer Portal.

Is there a particular workaround you have seem customers use while this feature is not available in ServiceNow? Or particular customisation you have seen implemented to make flagging an article seamless?

Thank you,

Janelle

[Tommy SN Sahlin]

My pleasure Kristin 😊

[Tommy SN Sahlin]

My pleasure Janelle 😊

[Tommy SN Sahlin]

Hi Janelle,

yes we recently had it built and implemented, by updating UI macro kb_view_common_header_toolbar. So now we have a button in the popup view (we added an Edit button as well):

[Janelle3]

Excellent, thank you for the info! 

Cheers,

Janelle

[Andreas Jansson]

Thanks Tommy. Looks familiar 😉

[Andreas Jansson]

I can answer for Tommy since we just handled it. We actually put the Flag and Edit buttons on the related search "viewer" of the article as a customization. So no we can do Fix and Flag in that workflow 🙂

UPDATE: See that Tommy answered above already 😉

[Tommy SN Sahlin]

Yes haha, FINALLY I got around to it! 😂