--- sourceDocument: Zurich ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/servicenow-platform Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Provide feedback on knowledge articles # Provide feedback on knowledge articles {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Provide feedback on knowledge articles This content explains how ServiceNow users can view and contribute feedback on knowledge articles, enabling continuous improvement of knowledge content. Feedback mechanisms include flagging articles, rating them, marking them as helpful or not, and commenting, all designed to gather user insights and enhance article quality. Show full answer Show less ## Feedback Options * **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 are hidden from the public article view and stored in the Knowledge Feedback (kbfeedback) table. Access to flagged articles depends on user roles, with administrators and knowledge managers having broader visibility. Flagging can be disabled at the Knowledge Base level, which hides the flag option for all articles. * **Rating Articles:** Users can rate articles using a 1-to-5 star scale to indicate effectiveness. This option can be disabled at the Knowledge Base level, removing the rating feature from articles. * **Marking Articles as Helpful:** At the bottom of articles, users can mark them as helpful or not by selecting "Yes" or "No." This option is always visible regardless of prior selections but can be disabled at the Knowledge Base level. * **Comments:** Users can engage in discussions via comments powered by Live Feed, allowing replies, attachments, and likes on comments. This feature is controlled by the glide.knowman.uselivefeed property. Note that unauthenticated users or those with only the sncexternal role cannot add or view attachments in comments. ## Configuration and Permissions * Administrators and knowledge managers can disable feedback options at the Knowledge Base level using form fields and system properties. * Visibility and management of flagged articles and comments depend on user roles such as admin, knowledgeadmin, knowledgemanager, and knowledge. * Flagging cannot be disabled for an article until all flagged comments for that article are disabled. ## Practical Implications for ServiceNow Customers By leveraging these feedback mechanisms, ServiceNow customers can actively monitor and improve their knowledge bases. Administrators can tailor feedback options to fit organizational policies, ensuring relevant and constructive input while managing visibility and moderation effectively. This feedback process supports content accuracy, user satisfaction, and continuous knowledge management improvements. 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. {#r_KnowledgeFeedback__ul_ry4_3fj_zq}Users can view comments directly on the article. Knowledge managers can view the other types of feedback by navigating to KnowledgeFeedback. Note: To know more about Knowledge article view properties and rating options that appear with articles, see [Knowledge article view properties](https://www.servicenow.com/docs/NDkxcDob7JzWm5OBdikqMQ#r_ArticleViewProperties "Article view properties give you control over the meta data and rating options that appear with articles. They also enable you to grant access to individual feedback options based on user role."). 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 {#r_KnowledgeFeedback__section_j5s_4h5_zz} 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 AllKnowledgeArticlesAll Flagged. Users with the knowledge role can access their flagged articles by navigating to AllKnowledgeFeedback ManagementMy 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. {#r_KnowledgeFeedback__ul_mk3_yln_zz} 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 {#r_KnowledgeFeedback__ul_krw_tkw_jqb} 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. **Related concepts** * [Automating feedback management to improve content](https://www.servicenow.com/docs/BZ2ap4fkjmgFSoG7R1rMEQ "Manage high volumes of article feedback by enabling task generation for negative feedback. When an article is rated poorly or marked as unhelpful, a feedback task is generated.") **Related tasks** * [Request a knowledge base](https://www.servicenow.com/docs/3KLP3aZoQVrpH8Hi4njVKg "If existing knowledge bases do not fit your needs, you can request a new knowledge base through the service catalog. If the request is approved, you are added as the owner of the new knowledge base.") * [Create a knowledge article from an incident in ITSM Agent Workspace](https://www.servicenow.com/docs/f6~ARsdivjsjTvTN2qtk9w "Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.") *[\>]: and then