Best practices for managing Knowledge Feedback requests

[StephLindorff]

Though there is a lot of potential, there's not a lot of muscle to the Knowledge Management module straight out of the box. What have you done to enhance knowledge management - workflows added, configuration options turned on, etc.

Thanks!

Stephanie Lindorff
Ecolab Global Knowledge Manager

[jeffblancato]

Apologies for reviving such an old thread, but servicenowkevin, I'd definitely like to hear more details about the solution you alluded to in the above post - at least on a surface level, you've summed up the very same approach we're currently mulling over. For starters, are you still handling KB article feedback via this same mechanism, and if so, how well would you say it's working for your organization?

Thanks!

-Jeff

[servicenowkevin]

Jeff Blancato we are still using the same feedback process and it's still meeting our needs. The volume has gone up since this was posted, but it's still easily manageable. Any more questions related to that you'd like to ask? Just let me know.

[jeffblancato]

servicenowkevin - great, thanks! I'd love to see screenshots of the following if you're willing/able to share:

• the Feedback section/pane of a KB article -- I'm curious if you're giving the reader a way to visually distinguish, or filter, newly-left/unresolved feedback from resolved feedback
• the "feedback task" as seen by the KM team
• notification(s) sent to the feedback provider

Thanks!

JB

[StephLindorff]

Jeff Blancato - I like your question about the user experience for feedback on KAs.

When we make the necessary changes to a KA we remove the text of the feedback to keep the focus on the text of the KA.   We then capture the deleted text in the worknotes before marking the feedback Closed.   It's kludgy as heck but we sometimes need this history if questions came up about changes to the KAs and it addressed the concerns you mentioned.

At a different company, there was a concern that Feedback wasn't getting a response so we'd update the text of the Feedback with something like "Knowledge Team: this article has been updated based on your feedback - thanks!".     This wasn't a particularly graceful process either - especially when the feedback didn't add value and no action was taken.

I'd be interested in hearing how other companies are managing their knowledge Feedback?

[servicenowkevin]

We don't expose feedback to the external customer. All feedback can be read by our internal staff when viewing an article though. There is no way to distinguish feedback from resolved/unresolved in that view, though one of the Editors will comment to say they've actioned the feedback in a reply.

When we report on the feedback, there's a 'resolved' and 'unresolved' flag. That lets the Editors know what needs to be actioned.

I'll see if I can dig up a notification that is sent. The author gets a notification when feedback comes in and the feedback provided is notified when it's actioned.