CIS-ITSM · Question #14
What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers
The correct answer is C. Comment on Article D. Pin Article E. 5 Star scale F. Flag Article. ServiceNow knowledge articles support four user feedback mechanisms - commenting, pinning, 5-star rating, and flagging - while a 10-star scale and a standalone 'Helpful?' prompt are not standard options.
Question
What are the different ways a user can provide feedback on a knowledge article? Choose 4 answers
Options
- AHelpful?
- B10 Star scale
- CComment on Article
- DPin Article
- E5 Star scale
- FFlag Article
How the community answered
(65 responses)- A3% (2)
- B8% (5)
- C89% (58)
Why each option
ServiceNow knowledge articles support four user feedback mechanisms - commenting, pinning, 5-star rating, and flagging - while a 10-star scale and a standalone 'Helpful?' prompt are not standard options.
A binary 'Helpful?' yes/no prompt is not one of the four recognized standard feedback mechanisms in ServiceNow knowledge management.
ServiceNow uses a 5-star rating scale for article feedback, not a 10-star scale.
Users can post written comments directly on a knowledge article to provide detailed qualitative feedback visible to knowledge managers.
Users can pin an article to bookmark it for quick access, which also signals its utility to knowledge managers.
ServiceNow provides a 5-star rating scale (not a 10-star scale) as the quantitative feedback mechanism for knowledge articles.
Users can flag an article to notify knowledge managers that the content may be inaccurate, outdated, or otherwise problematic.
Concept tested: Knowledge article user feedback mechanisms
Source: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/knowledge-management/concept/knowledge-article-feedback.html
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