Let's talk about the Knowledge tables

[servicenowkevin]

I was building a report today based on the "Did this article help you?" question that appears on articles in our knowledge base and hit a bit of a snag. I didn't know which table or what grouping to use. When I checked the documentation for tables, it's all there, but it's spread out over multiple pages, so I thought I'd give a quick overview of the tables I'm using most often and how I'm grouping the information within those tables.

kb_use

Perhaps the table I use most often.

• Views by subject area (group by topic and use a trend)
• Views by audience (group by audience and use a trend)

You can find some more about kb_use in the product documentation.

kb_feedback

The obvious purpose of this table is tracking feedback comments in a list, by article, but there is a lot more valuable information stored here, including:

• Articles ratings, (group by ratings and I use a trend)
• Usefulness, (group by useful, and the answer to my question this morning... thanks Erich Zirnhelt.)
• Content that needs review (group by flagged and I use a list view)

You can find some related information here.

task_rel_kb

If your organization is using the mark as solution option to associate articles with incidents this table will be really important to tracking your adoption and for being able to drill down to perform an analysis.

• Associating a knowledge article with an incident (I group by assignment group for this)

If you want to learn more about mark as solution or task_rel_kb, check out this link.

You're welcome to ask questions about any of the tables or groupings (including those not mentioned) and I'll a shot answering any questions.

[josewall]

You did forget one

m2m_kb_task

If your organization is using the attach to incident option to associate articles during the search for a solution, this is important to see how agents use the articles but requires the agent to attach each KB to the incident.   This helps higher tier support to know which articles did not provide a final solution to see if those articles need to be modified, or if a new article is needed.   This can be used repeatedly to show most searched as each attached article is recorded by time it was attached, so you can search by incident, or by total count to find which are the ones most used. It is recorded in the Related Records tab (next to the journal tab) in the Incident under a label: attached knowledge.

I would also update the following:

task_rel_kb

This is recorded at the bottom of the incident in the Related Knowledge tab and signifies that this was found as a solution.   You can select multiple articles as the solution and they are recorded.   Difference here is that articles in this provide a solution, while the m2m_kb_task only tracks which articles were used.   In Fuji, Mark as Solution was replaced with "Attach" which does the same thing as m2m_kb_task.   So task_rel_kb in Fuji is no longer used.

[I_aki_Maria]

Thank you very much for your help!