The Knowledge feedback task which is a new feature in London is not working as expected.

[kurnic2]

The Knowledge feedback task which is a new feature in London is not working as expected.

We have enabled the plugin "Knowledge Management Advanced Installer" and update the system properties "Create actionable feedback task when an article is marked as not helpful" to Yes.

But a knowledge task is still not getting created when a knowledge is set as not helpful.

Any advise ?

[Kim Tillano]

I had our developers build a whole process, but I didn't want a task for positive feedback or comments only.  To monitor all feedback I have a knowledge dashboard built with various widgets.  That is how I always know what is up.  To me, actionable feedback is only when work needs to be done.  Positive feedback is reinforcing that all is well.  I don't want to  create work where there is none, but I also always want my finger on the pulse.

[Michael QCKM]

i totally dig, agree with, and understand.

Our Developers don't understand KM, and we're not SN Admins, so we're walking a line.
When we got KM in SN, there was only the Feedback Table with NO workflow, so we had them add an Assignee and a State so we could at least track something.
Then SN told about releasing FB Tasks, so I cancelled all pending customizations thinking it would cover us... it didn't, so now we are managing Feedback in 2 places. The FB table, and FB Tasks.  Very klunky, so my thought was if we could get FB in 1 place, the Tasks; we could auto-close unneeded stuff, and "work" the rest in a trackable ticket with email, assignability, etc.

At this time, we've requested that they auto-close positive FB in the FB table that has nothing actionable ["Flag it" with no comments or "Helpful=yes" with no comments].
We also asked to have them close FB in the Feedback table when that same FB was being worked via a FB Task (HR is working only FB Tasks coming in from their Portal, but the FB record in the FB table remains open = dumb)

We've also had them turn off the ambiguous star ratings, and we're only using binary Helpful Y/N.

• If Helpful = Yes w/o comments = Auto-close
  (not delete, as the record needs to remain for Reporting)
• If Helpful = No, comments are required:
• • If those from Portals = FB Task
  • If those from NativeUI = FB table record, but would prefer a Task

We look at;

• ANY with comments (sometimes we get positive feedback with negative, actionable comments)
• Negative "Flag it" from Fulfillers via NativeUI - perhaps Candidates that cannot Edit on some KB
• Negative Comments from the still-visible "comments" box - Candidates, or other "guests"
  
  
• Positive Feedbacks are logged in various reports for compare/contrast, reinforcement, and pulse, etc.

We were told "use OOB functions", so we've tried, but SN didn't build KM well OOB.
I like your Dashboard. We have similar, but different... I might "borrow" some ideas. (Thanks for sharing)

[Marek Stepien]

Michael,
thank you for sharing. We will be implementing similar solutions.
Marek

[Marek Stepien]

Thanks to Michael A's suggestion (above) we made a number of changes to 'Knowledge Feedback' and 'Knowledge Tasks', and now we have a homogeneous feedback system, and we call it "Knowledge Tasks". It is now our central tool for improvement of knowledge articles.  In a similar way as we use Incidents for improvement/corrections of ServiceNow functionality, we use Knowledge Tasks for improvement of knowledge articles.  

Any feedback on knowledge articles is transferred to Knowledge Tasks. Comments from customers (via 'send feedback', SN called it 'flag article') and internal comments are translated to Knowledge Tasks. Comments from Publishers and Reviewers (we have separate workflows for Publishers and Reviewers) are translated into Knowledge Tasks. We have an automated tool, called "Link Checker' which runs once a month and checks if any published article has broken links, and it creates Knowledge Tasks if it finds any broken link. A task is assigned to the latest reviser of the article or author if there is no reviser.

The Knowledge Feedback mechanism is still working in the background, but it is muted. We minimized access to it, but we exposed access to Knowledge Tasks (old 'Feedback Tasks'). Both support engineers and knowledge leaders are very happy with this new tool. 

[Michael QCKM]

Marek, That all sounds awesome!
I'd love to hear more about "an automated tool, called "Link Checker'"... we used to have something like it in our old KB, and that would reduce a lot of noise.

Is that something that SN created, you created in-house, or? Is it a sharable "process/script?