ServiceNow - AQI Review for Knowledge Articles


Introduction

This knowledge article will provide instructions on how to perform an AQI review on a knowledge article in ServiceNow.

Instructions

Table of Contents

Perform an AQI Review for a Knowledge Article

  1. Open the knowledge article record, then click Perform AQI.

    Perform AQI Button

  2. In the Article Checklist Answers related list at the bottom of the page, read the questions and evaluate with ones are true. Double-click the Answer cell for each question that is true, select true, and click the green check mark.

    Select answer for AQI

  3. Clicking Update will save the AQI review without finalizing it.

    Update Button

  4. When ready to resume the review, open the knowledge article record and click Continue AQI.

    Continue AQI Button

  5. For any questions which were marked as False, make sure to leave detailed information regarding which question was missed and what needs to be corrected. This should be entered into the Comments for Author/Version Author field.
  6. When the AQI review is complete, click Submit AQI. The Article Checklist Summary will update to display a state of Submitted and the AQI Score will be displayed.

    State and AQI Score Fields

    Note: AQI Scores will be emailed to the author/version author of the article. Any "false" answers should be corrected. Latest AQI is a field which can be added to reports.

    Latest AQI Score

 

Responding to an AQI Review

  1. Once an AQI Review has been submitted for a knowledge article, the AQI Score will be emailed to the author/version author of the article. If the score is less than 100, please read the reviewer's comments and make the appropriate edits to the knowledge article.