Avoiding Duplicate Knowledge Creation

[yoshi0427]

Hello Experts,

I am looking for ways to prevent the creation of new knowledge articles that duplicate existing ones.

For example, when creating knowledge in Service Operations Workspace, one possible approach might be to use Agent Assist to search for existing knowledge before generating a new article.

If anyone has experience implementing strategies to avoid duplicate knowledge creation, I would appreciate it if you could share your insights.

Thank you in advance for your support!

Best regards,

Yoshi

[Dr Atul G- LNG]

Hi @yoshi0427 

You can check the Duplicate knowledge UI action on knowledge form, I don't think we have this functionality check the duplicate KB.

[Raj_Nishant92]

Hi @yoshi0427 

You can implement below strategies to prevent creation of duplicate Knowledge Article. 

1. Using Agent Assist to Prevent Duplicate Articles

Find existing knowledge article based on content they are entering into a new article.

2. Use Duplicate Detection Based on Title or Content

This could be based on title similarity or content analysis

3. Knowledge Article Template with Mandatory Search

You can create a knowledge article template that includes a mandatory search step for existing articles before the user can create a new one.

4. Use Knowledge Article Categories and Tags to Avoid Duplication

Another preventive measure is to enforce strict categorization and tagging of knowledge articles.

Please hit like if this is helpful 

Thanks 

Nishant

[subrajaselv]

Hi, can you please share if this is implemented.Thanks

[rpriyadarshy]

Just to Add here:

(1)  Review duplicate Knowledge articles using the Now Assist Identify and review duplicate articles feature. This comes with Now Assist which will Cost extra.

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/knowledge-management/...

(2) To enable duplicate detection for Knowledge Base (KB) articles in ServiceNow, navigate to Knowledge > Administration > Properties, find the "Duplicate detection" section, check the box for "Enable duplicate detection," and then click Save. When enabled, the system will show users potentially similar articles when they create new ones, allowing them to choose to update an existing article instead of creating a duplicate. 

(3) Using Predictive Intelligence SIMILARITY SOLUTION FOR KB.

(4) Try This with Some Tweak

• To enable duplicate KB article detection during creation, you can implement a "before insert" business rule in ServiceNow. This rule checks for existing KB articles with the same short description and aborts the insert if a duplicate is found. Here is a sample script you can use:

  (function executeRule(current, previous) {
    var incidentShortDesc = current.getValue('short_description');// Tweak As per Your Need
    var kbArticleGr = new GlideRecord('kb_knowledge');
    kbArticleGr.addQuery('short_description', incidentShortDesc);
    kbArticleGr.query();
    if (kbArticleGr.hasNext()) {
      gs.addErrorMessage('A knowledge article with the same short description already exists.');
      current.setAbortAction(true);
    }
  })(current, previous);

(5) Duplicate KB Identification using Service Now Group Action Framework (GAF).  Its Part of Now Assist July 25 release.

Hope This helps

Regards

RP