When knowledge articles are flagged or if the star ratings for the article falls below a 3, a Knowledge Feedback Task will be generated for the Ownership Group and automatically assigned to the manager of that team. All members of the Ownership Group will receive notification of the new Knowledge Feedback Task.

These can be found on the global My Tasks report.

When you open the Knowledge Feedback Task it will tell you the reason you are receiving the task:

• Star Rating was Below a 3
  
  
  
  
• Customer Flagged the article and provided a Comment.
  
  

Communicating with the Submitter

The person who initiated the Knowledge Feedback Task via a Flag or a Star Rating is listed in the Submitted By field. As in most records in ServiceNow, putting a message in the Additional Comments field and then Saving or clicking Update will send an email with your update to the Submitter.

Editing the Knowledge Article from the Knowledge Feedback Task

1. Click on the Information icon to the right of the Article field, then select Open Record to view the knowledge article referenced.
   
   
   
   
2. From the article record, you can Checkout the article and make any edits necessary. See ServiceNow - Edit a Knowledge Article for step-by-step instructions for this process.

Updating and Closing the Knowledge Feedback Task

1. As you work the task, you can add Work Notes and change the State of the Knowledge Feedback Task to help communicate progress on the task with your team.
   
   
   
   
2. When you are ready to close the Knowledge Feedback Task, enter an appropriate reply to the Submitter in the Additional Comments field, and change the State to Resolved.
3. The Resolution Code field will become required. Select the appropriate Resolution Code.
   
   
   
   
   
   • Updated Article: The article referenced in the Article field was updated.
   • Created Article: A new article separate from the article referenced in the Article field was generated.
   • Updated Search Configuration: Added key terms or adjusted Predictive Intelligence to assist in searching. Note: This Resolution Code will likely primarily be used by the Knowledge Managers.
   • No Action: If the Ownership Group determined that no change to the article was required.
   • Others: If some other action was taken.
     
     
4. In the Outcome field, if an article was Updated or Created, click on the magnifying glass and select that article by Number and Version, E.g. KB0011351 v2.02.
   If any other action was taken, leave this field blank.
   
   
   
   
5. Save or Update the Knowledge Feedback Task record to close the task.