Provide feedback on knowledge articles

Release version: Zurich

Updated July 31, 2025

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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.

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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.

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.