Provide feedback on knowledge articles

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Feedback on Knowledge Articles

    This guide outlines how users can provide feedback on knowledge articles within the ServiceNow platform. It details the various feedback options available, the roles that can manage this feedback, and configurations that can be made by administrators and knowledge managers to tailor feedback capabilities to their needs.

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    Feedback Options

    • Flagging Articles: Users can flag articles as incorrect or inappropriate. This option initiates a process where suggested changes can be entered, although flagged comments won't appear on the Article View page. Access to flagged articles is role-based.
    • Rating Articles: Users can rate articles on a scale of 1 to 5 stars to indicate their effectiveness. This feature can be disabled at the Knowledge Base level.
    • Marking Articles: Users can confirm if an article is helpful with a simple Yes or No response, which remains available for all users regardless of prior selection.
    • Comments: Users can engage in discussions about the articles through comments, using live feed capabilities. Note that certain restrictions apply to unauthenticated users.

    Key Configuration Options

    Administrators and knowledge managers have the ability to disable specific feedback options via the Knowledge Base form. Properties can also be configured to manage the visibility and functionality of feedback features such as flagging, rating, and commenting.

    Key Outcomes

    By utilizing the feedback options, users can contribute to the continuous improvement of knowledge articles, ensuring content remains accurate and effective. This engagement ultimately enhances the overall user experience and knowledge management within ServiceNow.

    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.