When a fulfiller provides feedback on a knowledge article, the knowledge management group will take initial accountability to ensure feedback is addressed.
The Knowledge Feedback process changed in the spring of 2019 with the release of Knowledge Feedback Tasks (KFTs). Review How to process a ServiceNow Knowledge Feedback Task to see how to respond to a KFT; also review the notes below:
Notes about processing a KFT
- If the feedback is not clear, or requires additional information, email the feedback provider (User) directly. It is also recommended to copy the article author or SME on the email when applicable.
- If the feedback indicates the user did not get resolution or requires further assistance, reply to the user within the KFT with instructions to contact the help desk for further assistance.
- If the article has been flagged, the Flagged check will automatically be removed after the feedback has been saved as resolved. Knowledge Articles can only be Flagged by Fulfillers (Articles viewed on the backend of ServiceNow, not on the Portal). This action is an indication that this Feedback needs to be addressed immediately.
Notes about Author or SME approval
The author of a knowledge article will also receive an email notification when feedback has been left on their knowledge article. It is important to keep the author informed and obtain their approval for any technical changes made to their knowledge article.
If the feedback provider is requesting significant and/or technical updates, it is recommended to have the Author make the updates to the article. Make sure the author is aware before sending the article back to them in draft as they are not notified by the system. Alternatively, the author can send their published article back to draft by clicking the back to draft button in the editor view of a knowledge article. Note: If an author is not listed, reach out to the SME or service manager for the related service (affected CI).
