What are your thoughts on Link (attaching) Accuracy

[Andrew64]

Hello, 

With more focus on AI and Now Assist. AI search looks into how the article is attached to an INC or Case (used). 

What are your thoughts about tracking Link (attaching) Accuracy, and has it been helpful? What are the ways you have accomplished a review in the past?

Personally, I think this is something AI can validate in the future and should be OOB for ServiceNow.

 

[Mike Van Vooren]

I totally agree that this capability has been a gap for many years.  Having Now Assist trained to help in these evaluations certainly seems like something within it's cababilities.  Determining Attaching Accuracy is something we continue to do manually.  It is within the scope of the KCS principle Process Adherence Review (PAR).  Not only are we looking at if the right article was attached, but if there were valid non-attach tickets, missed opportunities, etc.  

The last I saw from SN in 2023 on this was that they were building a PAR dashboard but wasn't ready for release yet.  @Carly6 referenced an Idea she was trying to upvote at the time, but not sure if that got anywhere.  Always looking for a way to push these ideas forward!

[andreababch]

We are also manually calculating link rate due to lack of options in ServiceNow. Like Mike said, we use it to look for knowledge improvements. We have raised it to ServiceNow as well, but not sure what improvements might be doing. Hopefully AI can help to pull out key data like this in reporting too.

[Andrew64]

Thank you both. I agree, this needs to be a thing.