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Review ServiceNow knowledge health
Report

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.

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Review ServiceNow knowledge health
How healthy is the IT knowledge base in ServiceNow?
146 published articles checked, and 31 are flagged. - Expired or expiring: 12 articles - Poorly rated: 8, including KB0010234 - Flagged with no task: 6 articles - Never viewed in six months: 9 articles Want the five to fix first, with reasons?
ServiceNow
Sample figures. Your results come from your own account.
servicenow-get-knowledge
servicenow-get-knowledge-feedback
servicenow-get-knowledge-feedback-task

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

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.

Prompt
**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.

Your AI tool

02

Read

It reads published articles, recent feedback and open feedback tasks.

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

03

Check

It flags expired, poorly rated, flagged, stale-task and unviewed articles.

No items found.

04

Report

You get the most flagged articles first, counts per author and five to fix.

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.
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

Fix what fails readers, retire what nobody uses

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Get a live demo

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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