Knowledge Base Feedback: Comments, Useful, Rating

Purpose

We are enabling Comments within Feedback that is already part of the ServiceNow Knowledge Base. Comments will be enabled for all knowledge bases by default, but can be disabled by the knowledge base’s owner or one of the managers. Useful and Rating has been enabled for some time for all knowledgebases. Feedback has already been generated using just the Useful and Rating fields.

What is Feedback

Feedback is a way for you to get information about how users view individual articles. Technically speaking, each record of Feedback can contain Comments, Useful or Rating. Feedback will only contain one type of feedback. If a single customer adds a rating, a comment and marks an article as useful, that will generate 3 Feedback records.

How is this content created?

• Feedback
  Feedback records are created any time Comments are submitted, a Rating is clicked or when Yes or No is clicked.
• Comment
  Comment entries are created when the customer adds a comment and clicks Submit
• Useful
  Useful entries are created when the customer clicks Yes or No. Feedback records are created immediately. This is not affected by the Submit button.
• Rating
  Rating entries are created when the customer clicks on one of the stars next to “Rate this article”. Feedback records are created immediately. This is not affected by the Submit button.

How can comments be enabled/disabled for my KB?

Requirements

You must be either an Owner or Manager of a Knowledge Base.

Process

1. Log into ServiceNow
2. On the left Application Menu, find Knowledge
3. Under Knowledge, Click Knowledge Bases
4. Click on the knowledge base you are the manager or owner of
5. Locate Disable commenting
6. Check to turn off comments, uncheck to enable comments

Notifications

When a new Feedback record is created, a notification goes to:

• Knowledge article author
• Knowledge base owner
• All knowledge base managers

Customizing Notifications

Because one notification will be sent per feedback, if a user submits all three types of feedback, that would generate three notifications. To help prevent getting a lot of emails, you can go into your notification preferences and customize which conditions trigger a notification. For example you may only want to get comment notifications during work hours.

To customize your notifications:

1. Go to https://berkeley.service-now.com/ess/profile.do
2. Click Notification Preferences
3. Click Knowledge Feedback
4. Click Edit next to Knowledge Feedback Created
5. Click Advanced Filter
6. Update Table to “Knowledge Feedback”
7. Set the condition builder to the condition you want. For example Comments is not empty to get notifications for Comment type records only.
8. Set Schedule to Monday thru Friday (8–5) to only get notifications during work hours. (Notifications will not be held)

FAQ

1. Can I enable comments for only certain articles or categories?

   A. No, You can only enable comments on an entire Knowledge base.

2. Can I run a report on comments?

   Yes, there is a Useful field on the feedback you can use to run reports against. The table is called Knowledge Feedback. It is related to the articles through the Article field.

3. How do I know if I own a knowledge base (How do I find out who owns a Knowledge Base)?

   You will need to contact the ServiceNow team to discuss ownership of knowledge bases. You can contact ServiceNow using the Create Incident form and setting the Affected Service to ServiceNow.

4. Who can leave a comment?

   Any logged in user can leave a comment.

5. Who can view comments?

   Any user can view comments by opening the article. Only knowledgebase owners and managers can see and report on all the feedback records including Comment records.