Question
Add functionality to Knowledge Studio
Knowledge Studio presents topics where we already have at least one ServiceNow article.
Suggestions are:
- From the main page of KS, be able to mark a topic or item as Already Exists. This prevents it from being presented for 3-6 months. There is no reason to create a second version with the same content.
- Mark suggestions as Not relevant: The topic is not relevant to our users or our business. There is no reason to write an article that can only be used by 1-2 upper admins while ignoring the needs of the many.
- Mark Suggestions as complete: KS users can review a suggestion and when relevant articles are written or updated, mark them so they are removed from the list.'
What is also helpful is integrating some of the functions from the Employee Experience Insights. Since gaining access to EXI, I’ve found it more useful than KS. Why? Because EXI shows me areas of concern and then lets me drill down into various topics.
Ideally, I could find a topic with an insight and have KS suggest an update to an existing article. When no article exists, it could create an outline of a new article then ideally draft the precise steps new users could take to resolve the related issue.
Having this integration would let our bot quickly and more accurately relate an article to a user’s comments.