Resolving blank feedback

Currently most knowledge article feedback is a simple thumbs up or thumbs down, with no comments indicating what that user found helpful or unhelpful. What would help is, since Moveworks can access ServiceNow’s tables, having the bot check a feedback item.

If the item has a comment, it sends it directly to the ServiceNow Feedback table.

If the item does Not have a comment, the bot emails the user and asks them to comment on what they liked or disliked about the article. After sending that note, the bot forwards the feedback to ServiceNow, adding a “Comment requested” like to it.

This would help companies that get a lot of feedback improve their knowledge articles.

Thank-you.