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Process ServiceNow knowledge feedback
Write

Turn ServiceNow article feedback into one task to fix it

For knowledge managers who want flagged and low-rated feedback on a ServiceNow article turned into work, by asking their AI assistant.

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Process ServiceNow knowledge feedback
Process the feedback on KB0010234 in ServiceNow for the Service Desk group.
KB0010234 has 7 unresolved feedback entries and no open task. - Theme: steps refer to an old VPN client version - Theme: screenshots missing for macOS - Task: one task for Service Desk carrying all 7 entries Shall I create the task and mark the entries resolved?
ServiceNow
Sample figures. Your results come from your own account.
servicenow-get-knowledge
servicenow-get-knowledge-feedback
servicenow-get-knowledge-feedback-task
servicenow-add-knowledge-feedback-task
servicenow-update-knowledge-feedback

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

ServiceNow

ServiceNow
Run it on your own ServiceNow data.

Connect ServiceNow, pick your AI tool and paste the prompt.

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The problem

Article feedback that piles up and changes nothing

Readers flag ServiceNow articles and leave low ratings, but the feedback piles up because nobody turns it into work. A task per comment creates noise, and leaving it means the same broken article keeps frustrating people.

Without PopdockAI

  • Read through unresolved feedback by hand
  • Raise a task per comment, or none at all
  • Forget to mark feedback resolved
  • The same broken article stays live

With PopdockAI

  • Flagged, not useful and low rated feedback is gathered
  • It stops if an open feedback task already exists
  • Themes are summarised into one task carrying every entry
  • Feedback is marked resolved only after the task is created

The prompt

Use this prompt

Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.

Prompt
**Objective:** Collect the unresolved negative feedback on article `{article-number}` into one feedback task for `{assignment-group}`.

**Step 1: Read the article**

Call `servicenow-get-knowledge` with number `{article-number}`. Keep sys-id, short-description, author, workflow and rating.

**Step 2: Gather the feedback**

Call `servicenow-get-knowledge-feedback` with article `{article-number}`. Keep entries where resolved is false and either flagged is true, useful is No, or rating is 2 or lower. Keep each entry's sys-id, rating, reason and comments.

**Step 3: Avoid a duplicate task**

Call `servicenow-get-knowledge-feedback-task` and keep tasks whose article is `{article-number}` and whose state is Open or Work in Progress. If one exists, show it and stop.

**Step 4: Confirm**

Summarize the feedback themes in two or three bullets. Propose the task: short-description "Review feedback on `{article-number}`: <main theme>", description listing each feedback entry's rating, reason and comments, assignment-group `{assignment-group}`, type Flag article if any entry is flagged and Rating otherwise, feedback set to the sys-id of the most serious entry. Also propose marking every entry in the list as resolved. Ask for an explicit yes.

**Step 5: Write**

1. Call `servicenow-add-knowledge-feedback-task` once with the confirmed values.
2. For each feedback entry in the list, call `servicenow-update-knowledge-feedback` once with its sys-id, resolved true and work-notes "Captured in a feedback task for `{assignment-group}`."

**Step 6: Verify**

Call `servicenow-get-knowledge-feedback-task` and find the new task for `{article-number}`. Report its number and how many feedback entries were marked resolved.

**Rules & Guidelines:**

* Write tools allowed: `servicenow-add-knowledge-feedback-task` once and `servicenow-update-knowledge-feedback` once per listed entry, after one confirmation. Do not call `servicenow-update-knowledge` to edit the article itself.
* If the task add fails, do not mark any feedback resolved.

**Validation:**

* If there is no unresolved negative feedback, say so and stop.

Who it's for

One answer, three teams that use it

Knowledge managers

Act on reader feedback

Turn scattered comments into one task with the themes summarised.

Process the feedback on KB0011458 for the Knowledge Team group.

Article owners

Know what readers want fixed

See the themes behind low ratings before you edit the article.

Summarise the negative feedback on KB0010877 and raise a task for the Network group.

Service desk managers

Fix the articles agents rely on

Get broken articles in front of the owning team so agents stop working around them.

Turn the flagged feedback on KB0012093 into a task for the Service Desk group.

How it works

What PopdockAI does when you ask

You give the article and the owning group, and your AI assistant turns the negative feedback into one task. Nothing is written until you confirm.

01

Ask

You give the article number and the owning group.

Your AI tool

02

Gather

It reads flagged, not useful and low-rated feedback, stopping if a task exists.

servicenow-get-knowledge
servicenow-get-knowledge-feedback
servicenow-get-knowledge-feedback-task

03

Confirm

You see the themes, the proposed task and the entries to resolve, and say yes.

No items found.

04

Create

It creates the task, then marks the feedback resolved and confirms the number.

Your AI tool

What PopdockAI provides

The tools behind the answer

Ready made tools for ServiceNow and one secure connection to your AI tool. No code, no exports.

get-data

servicenow-get-knowledge

Returns knowledge articles (number, title, knowledge base, category, workflow state and usage) from ServiceNow. Filter by number, knowledge base, category, author, workflow state, short description text and published date range.
get-data

servicenow-get-knowledge-feedback

Returns feedback on knowledge articles (rating, usefulness, comments and flags) from ServiceNow. Filter by article, user, rating range, whether it was useful or flagged, and created date range.
get-data

servicenow-get-knowledge-feedback-task

Returns knowledge feedback tasks raised against articles, with their state and resolution, from ServiceNow. Filter by number, task type, state, resolution code, assignment group, assignee and opened date range.
run-action

servicenow-add-knowledge-feedback-task

Creates a new knowledge feedback task record in ServiceNow (the kb_feedback_task table). Reference fields accept a display name or a sys_id.
run-action

servicenow-update-knowledge-feedback

Updates an existing knowledge feedback record in ServiceNow (the kb_feedback table), identified by its sys_id. Only the fields you pass are changed.
Read only.Nothing in ServiceNow Changes

This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.

How Popdock AI secures your data

The outcome

One actionable task instead of an ignored pile

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Related use cases

More ways to put this data to work

All Ramp use cases

One prompt template with infinite possibilities.

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Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.

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See Documentation