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Find the ServiceNow articles that are letting readers down
For knowledge managers who want expired, poorly rated and unread ServiceNow articles found, by asking their AI assistant.
On this page
Connector
Connect ServiceNow, pick your AI tool and paste the prompt.
The problem
A knowledge base rotting quietly
Knowledge bases rot quietly. Articles pass their valid to date while still published, collect low ratings and flagged feedback nobody acts on, or are never viewed, and finding them means checking each article and its feedback separately.
Without PopdockAI
- Filter articles by valid to date
- Read feedback article by article
- Check open feedback tasks separately
- Guess which articles to fix first
With PopdockAI
- Published articles, recent feedback and open tasks are read together
- Expired, poorly rated, flagged and unviewed articles are found
- Counts per author are given
- Read only, with the five articles to fix first
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Review the health of published knowledge, optionally in `{knowledge-base}`, flagging articles that expire within `{days-ahead}` days (default 30) or that readers are unhappy with.
**Step 1: Pull the articles**
Call `servicenow-get-knowledge` with workflow Published, knowledge-base `{knowledge-base}` if given, and max-records 500.
**Step 2: Pull the feedback**
* Call `servicenow-get-knowledge-feedback` with flagged true and created.from 90 days back.
* Call `servicenow-get-knowledge-feedback` with rating.max 2 and created.from 90 days back.
* Call `servicenow-get-knowledge-feedback-task`, once for state Open and once for Work in Progress.
Match feedback and tasks to articles by article number.
**Step 3: Apply the rules**
Flag an article when:
* valid-to is past (Expired, but still published) or within `{days-ahead}` days (Expiring)
* its rating is 2 or lower, or it has two or more low-rating feedback entries
* it has flagged feedback with no feedback task
* it has an open feedback task older than 30 days
* view-count is zero and it was published more than 180 days ago (Unused, candidate to retire)
**Step 4: Report**
A table, most flags first: number, short-description, knowledge-base, author, published, valid-to, rating, view-count, low ratings, flags, open tasks. Then a per-author count of flagged articles, and the five articles to fix first with why.
**Rules & Guidelines:**
* Read-only. Do not call `servicenow-update-knowledge`, `servicenow-add-knowledge-feedback-task`, `servicenow-update-knowledge-feedback` or any other add- or update- tool.
**Validation:**
* If no published articles match, say so and stop.Who it's for
One answer, three teams that use it
Knowledge managers
Prioritise article fixes
Get the most flagged articles first and the five to fix, with reasons.
Review the health of the HR knowledge base in ServiceNow.
Article authors
See which of your articles need work
Counts per author show who has articles expiring or rated poorly.
Which articles in the IT knowledge base expire in the next 30 days or have low ratings?
Service desk managers
Trust the articles agents share
Find flagged articles with no task so they are fixed before agents send them out.
List flagged ServiceNow articles that have no feedback task, and any not viewed in six months.
How it works
What PopdockAI does when you ask
You optionally name a knowledge base and an expiry window, and your AI assistant checks the health of every published article. It only reads.
01
Ask
You optionally name a knowledge base and an expiry window.
02
Read
It reads published articles, recent feedback and open feedback tasks.
03
Check
It flags expired, poorly rated, flagged, stale-task and unviewed articles.
04
Report
You get the most flagged articles first, counts per author and five to fix.
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.
servicenow-get-knowledge
servicenow-get-knowledge-feedback
servicenow-get-knowledge-feedback-task
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.
The outcome
Fix what fails readers, retire what nobody uses
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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