Hi,
We are going to follow a standard practice where knowledge articles, upon creation, are automatically assigned to the Knowledge Base Owner and Manager as approvers. These individuals are responsible for ensuring the article adheres to our style guide. However, the content accuracy is the responsibility of the Content Owner.
In situations where the Knowledge Base Owner/Manager and Content Owner are different individuals, we believe it's crucial for the Knowledge Base Owner/Manager to delegate a validation task to the Content Owner after assigning the approval task.
The Now Create documentation mentions "Assigning submitted knowledge articles to the appropriate content owners for validation" as a responsibility of the Knowledge Manager. We believe there must be a feature or workflow to achieve this, but we haven't been able to find it.
Do any of you have experience with this process? If so, we would greatly appreciate your insights on:
- How are you currently handling the validation step for knowledge articles?
- Are there any built-in features or workflows within ServiceNow that facilitate this process?
- What best practices do you recommend for managing knowledge articles with separate content accuracy and quality reviewers?
We're eager to learn from your experience and find a solution that streamlines our knowledge article approval process while ensuring both quality and accuracy.
