Process for new article ideas
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4 weeks ago
Does anyone have a good process for end users to suggest articles not tied to Knowledge feedback. Most people don't leave comments and don't suggest what it is they need or cannot find. How does your organization receive suggestions for articles in general?
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3 weeks ago
Thank you. We tried to make feedback comments mandatory but i was told this could not be done. But, that is where the most constructive feedback for new articles comes from.
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3 weeks ago
Hi Jamie, it can be done. Here are a few community posts with solutions for requiring comments when articles are marked as not helpful or are rated low:
How to make comments mandatory for knowledge feedback task submission
How to make a comment in knowledge article as mandatory, when the rating is lower than 2 star
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3 weeks ago
Hi @JamieSuz
You can refer link shared by @Kim27
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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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3 weeks ago
Hi Jamie,
As others have mentioned we also have created a catalog item called "Knowledge Management Intake Request", which clients can use to engage the knowledge management team for a number of reasons. One of the options we have on this is the "Create a New Article" option. When the user selects this from the catalog item, it gives a number of the fields from the Knowledge table to fill out - Knowledge Base, Short Description, Contact, Article Body etc.. These are all mapped to the corresponding fields on the knowledge table, and when a member of the knowledge team assigns the request to themself, it automatically creates a Draft version of a knowledge article, and brings over all of the information from the request.
There are also several ways for someone to suggest an article from with an incident / case. You could take a look at activating the KCS Integration for Incident Management plugin, and there's also the ability for users to Report Knowledge Gaps from some of the available Workspaces.
Regards,
Eoghan
🌟 ServiceNow Rising Star 2024
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