Provide feedback on knowledge articles

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Provide feedback on knowledge articles

    This guide explains how ServiceNow users can view and contribute feedback on knowledge articles, enabling continuous improvement of content quality and relevance.

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    Feedback options

    Users can submit feedback on knowledge articles through several methods:

    • Flag an article as incorrect or inappropriate, providing suggested changes.
    • Rate the article’s effectiveness on a scale of 1 to 5 stars.
    • Mark the article as helpful or not helpful using a simple Yes/No option.
    • View, add, or reply to comments directly on the article to foster discussion.

    Knowledge managers access detailed feedback through the Knowledge > Feedback module, while users can view comments on the article view page.

    Flagging articles

    Flagging alerts administrators and knowledge managers about content issues. Users click Flag Article in the article header to submit flags and suggested edits. Flagged comments are stored separately and are visible only to authorized roles unless disabled. Flagging can be disabled at the knowledge base level, which removes the flag option from articles.

    Rating articles

    Users can rate articles with a 1 to 5 star scale beneath the article title. This rating option can be disabled at the knowledge base level, hiding the rating feature from all articles.

    Marking articles as helpful

    At the bottom of each article, users can mark it as helpful or not helpful using the Yes/No buttons. These options remain available even after a previous selection. This feature may also be disabled at the knowledge base level if desired.

    Comments

    Comments allow users to engage in conversations about the article via Live Feed, including replying, liking, and attaching files. The glide.knowman.uselivefeed property controls whether comments use Live Feed. Note that unauthenticated users or those with only the sncexternal role cannot add or view attachments in comments.

    Administration and configuration

    Administrators and knowledge managers can customize feedback options by enabling or disabling flagging, rating, and marking features at the knowledge base level and via system properties. This flexibility helps tailor feedback management to organizational needs.

    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.