ServiceNow Knowledge Base Quality and Usage Audit
Find stale, unused and unhelpful articles.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit knowledge articles. List with views, helpful votes, last reviewed, owner, linked incidents and status: [ARTICLE_LIST]. Present a table with article, views, helpful rate, last review, linked incidents and decision. Calculate the share overdue for review (90 of 300 is 30 percent), articles never viewed, and the helpfulness rate (helpful votes divided by all votes), noting that few votes make it unreliable. Identify the ten incident topics with the most tickets and no article and propose the first articles to write. Recommend update, merge, retire or write for each, with a review schedule by owner, a retirement rule for articles nobody opens in a year, and a quality checklist for new articles. Return a plan. Configuration differs between instances, so label any field name or process step you are unsure of [VERIFY] and ask the administrator to confirm it. Name the first five articles to write or fix, with the incident topic that justifies each. Keep the plan to what an owner can do in a week, and mark votes or views that are too few to trust.
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