Can workflow studio be aligned with our knowledge base?

[SSamonte]

Hi everyone, 

I’m currently testing a custom catalog in my PDI instance that includes request forms for knowledge articles and lesson content, intended for both internal users and customers. The goal is to eventually build a workflow that automatically routes these requests to the appropriate teams.

However, I’m concerned about the potential for redundant or spammy submissions, especially if users bypass existing knowledge resources.

My question is:
Is it possible to integrate this workflow with the Knowledge Base and LMS so that, before a request is submitted, the system can either suggest similar existing articles or block the request if a match is found?

I’d love to hear if anyone has implemented something similar or has suggestions on how to approach this.

[Mark Manders]

You can make it that they first have to do a search and only make the catalog items available after the search and also make it mandatory to tell why the found results did not offer the solution they were looking for.

Just realize that as soon as you give end users the ability to offer this kind of content, you will be getting a lot of redundant stuff (even stuff you don't want in your knowledge base, because it's a one-time thing). In the past, we were using the community for this, where users were able to assist each other and from their Knowledge Managers checked to see if they needed to create content.

[SSamonte]

Hi Mark, thank you so much for your suggestion! 

Our initial plan is to configure the form to automatically end the submission process if it detects that the user’s query already exists in the Knowledge Base (and in our LMS). If we’re able to integrate our LMS into ServiceNow, we’re also hoping to extend this logic to lesson content so users can be redirected to relevant materials before submitting a request.

With that in mind, we’re hoping this approach will help us track and improve a few key areas:

1. Knowledge Optimization: If the form successfully resolves a request by surfacing an existing article, it gives us insight into whether that content should be promoted or if its serchability needs improvement.

2. Customer Pain Point Identification: By analyzing the types of requests submitted (or nearly submitted), we can better understand which topics or products users are struggling with.

3. Potential Case Deflection: If users are unaware of existing resources, they may be more likely to contact support repeatedly. Tracking how often the catalog prevents a submission could help us measure its effectiveness and compare it with the incident volume over time.

Thanks again for your input! 

[SSamonte]

Hi Mark, 

Following up on our previous discussion about catalog items being available after the search. I initially had a different approach in mind but after thinking it through, I completely agree with your assessment. 

I'd really apprecuate your guidance on how we can implement this. Could you share a model or detailed steps on how the "Search first" experience is built in ServiceNow portal? 

Specifically, your advice about the following would be really helpful:

1. User flow: How can we set up the portal page to encourage searching first before accessing the catalog? What specific confugurations can we apply to trigger this?

2. What's the best way for us to capture the feedback, such as "Why results didn't help" information and link it to a new request if the user still proceeds? 

Thank you again for all your help and guidance! 

[diegobeltra · Accepted solution]

Hi @SSamonte 

I think you can use something like this to show in-line results from Knowledge Articles based on the text the user is typing:

Here I am using the Contextual Search - Inline Results OOTB widget.

Let me know if this helps you.

Kindly,

Diego Beltrame