Provide feedback on knowledge articles

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Provide feedback on knowledge articles

    ServiceNow enables users to view and contribute feedback on knowledge articles to improve content quality and relevance. Feedback can be submitted in various ways including flagging articles, rating them, marking them as helpful or not, and adding comments. Knowledge managers and administrators have tools to monitor and manage this feedback effectively.

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    Feedback Options and Management

    • Flagging Articles: Users can flag articles as incorrect or inappropriate by clicking the "Flag Article" button. This opens a window to suggest changes. Flagged comments do not appear publicly but are accessible to users with admin, knowledgeadmin, or knowledgemanager roles. Users with the knowledge role can access their own flagged articles. Flagging can be disabled at the Knowledge Base level, which removes the option across all articles in that base.
    • Rating Articles: Articles can be rated on a 1 to 5 star scale to indicate effectiveness. This option can be disabled per Knowledge Base, removing the rating feature from all articles in that base.
    • Marking Articles Helpful: At the bottom of each article, users can mark the article as "Helpful" or "Not Helpful" using a simple Yes/No option. This option remains visible even after a previous selection and can also be disabled at the Knowledge Base level.
    • Comments: Knowledge article comments use Live Feed, allowing conversations with features like replies, attachments, and likes. The display of comments depends on the glide.knowman.uselivefeed property. Note that unauthenticated users and users with only the sncexternal role cannot add or view attachments in comments.

    Administrative Controls

    Administrators and knowledge managers can control and configure feedback options through Knowledge Base form fields and system properties, enabling them to tailor the feedback experience to organizational needs. For example, disabling flagging requires first disabling all flagging on comments for that article.

    Practical Benefits for ServiceNow Customers

    • Allows continuous content improvement through user feedback.
    • Enables knowledge managers to efficiently identify and address issues flagged by users.
    • Supports engagement via comments and threaded discussions, enhancing collaboration around knowledge articles.
    • Provides configurable controls to align feedback collection with governance policies.

    You can view and contribute to feedback on knowledge articles.

    Feedback options

    You can submit feedback for knowledge articles in these ways:
    • Flag an article as incorrect or inappropriate.
    • Provide a rating value for the article.
    • Mark an article as helpful or not helpful.
    • View comments, add a new comment, or reply to existing comments.
    Users can view comments directly on the article. Knowledge managers can view the other types of feedback by navigating to Knowledge > Feedback.
    Note:
    To know more about Knowledge article view properties and rating options that appear with articles, see Knowledge article view properties.

    Administrators and knowledge managers can disable some feedback options using fields on the Knowledge Base form. Administrators can configure feedback options using properties.

    Flagging articles

    You can flag an article for incorrect or inappropriate content. Click Flag Article in the article header to open a new window, allowing you to enter suggested changes.

    • Flagged comments do not appear on the Article View page. Users with the admin, knowledge_admin, and knowledge_manager roles can access flagged articles by navigating to All > Knowledge > Articles > All Flagged. Users with the knowledge role can access their flagged articles by navigating to All > Knowledge > Feedback Management > My Flagged.
    • If disabled, the author of the article and users with the admin, knowledge_admin, and knowledge_manager roles can see all flagged comments. Other users can see only their own flagged comments.
    Note:
    • You cannot disable flagging for an article until you have disabled the flagging for all feedback comments for that article.
    • If Disable Suggesting is checked at the Knowledge Base level, the Flag Article button does not appear for any knowledge article

    Flagged comments are stored in the Knowledge Feedback (kb_feedback) table but not the Live Feed Messages (live_message) table.

    Rating articles

    The five stars below the article title allow you to indicate the article's effectiveness on a scale of 1 to 5.

    Note:
    If the Disable rating is checked at the Knowledge Base level, the Rating Article button does not appear for any knowledge article.

    Marking articles

    The question Helpful? at the bottom of the article allows you to indicate the usefulness of the article with a simple Yes or No answer. The Yes and No options are always available on the knowledge article view page even when you had selected an option earlier.

    Note:
    If the Disable Mark as helpful is checked at the Knowledge Base level, the Marking Article button does not appear for any knowledge article.

    Comments

    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. The glide.knowman.use_live_feed property controls the display of knowledge article comments. If enabled, the system uses Live Feed to manage and display feedback on knowledge articles.

    Note:
    Unauthenticated users and users with only the snc_external role can’t add or view attachments for comments.