What is the difference between posting Comments and Flagging a Knowledge article?

[barbclark]

What is the difference between posting Comments and Flagging a Knowledge article.?

I've looking in documentation and nothing is popping out at me.  

I'm sure it is a simple concept.  

We are on Knowledge v3, Geneva patch 6

[Christian Ander]

Hi Barbara,

Flagging an article is the same as saying that the article has incorrect or inappropriate content. The KB team can then act on the flagged feedback, comment on it, and the do actions in order to "unflag" the article. This is all administered in the Flagged module under Knowledge application menu. When opening a flagged KB article the related list "knowledge feedback" shows the comments. Here the KB author/responsible can log (work notes) what has been corrected and then uncheck the "Flagged" checkbox in order to unflag the KB article itself.

Comments can be both good and bad feedback, but the article itself is still accurate.

This is the info from wiki: Knowledge comments at the bottom of the article use document live feed to enable a conversation around a knowledge article. For example, you can post replies to comments, add attachments, or Like comments.

I hope this information makes it more clear

/Christian

[barbclark]

Thank you Christian.         Yes, that helps.       I do not feel that it is that obvious for the end user (or me as a Knowledge admin obviously)   that flagging an article means it is inaccurate.     Although makes sense once explained.           I think that when you hover your mouse over the 'Flag Article' button it should give you that explanation.       And I do see the Flagged section and also I can add Flagged in my list view of all Feedback as well.    

Your comment above related to wiki....you lost me there......the document live feed link.     Why did you add that to this conversation?     I think I missed something in that translation.

[Christian Ander]

Hi again,

This is a link to the servicenow docs (eureka/helsinki and later) where the comments and feedback are explained.

Knowledge feedback

Knowledge comments at the bottom of the article use live feed to enable a conversation around a knowledge article. For example, you can post replies to comments, add attachments, or Like comments.

Regarding the Live feed. Comments made are directly available on the Live feed in ServiceNow. Flagged article comments are not.

Regards

Christian Andersson

Please like or mark my answer as correct if applicable .