Hi KM Forum,

I would like for us together to share and define exactly how we implement and use the KCS basic UFFA flow in ServiceNow. For reference:

• How do you pragmatically make this work in the ServiceNow platform, step by step?
• What workarounds, configurations or customizations have you made to follow the UFFA workflow?
• What do your organizations work instructions look like, to achieve this in your ServiceNow platforms?

My hope is that if we collectively share our experiences, challenges, solutions, we can together realize and define how we should actually deliver this in our support organizations and ServiceNow platform solutions. The basis is:

1. Use it

For every incident, the support analyst shall perform a knowledge search.

If a knowledge article is found that resolves the issue, they shall always "use it", linking the article to the incident.

2. Flag it

If the support analyst finds errors in a knowledge article, sees room for improvement, or doesn't understand the content, they shall always "flag it" even if they can't update it themselves, explaining why they think improvements are needed. This shall generate a task for an appropriate SME group to create a new improved version of the article.

3. Fix it

If the support analyst finds a knowledge article with room for improvement as described above, knows what needs to be improved, and has the access rights to update the article, they shall always update the article right there and then.

4. Add it

If the support analyst does not find a knowledge article that resolves the issue, they shall always add a new knowledge article representing the identified knowledge gap. If they can develop the solution, they shall document and publish a new article. If not, the new knowledge article "embryo" shall be passed on to the appropriate SME group to document and publish a new article with the appropriate solution.

So, how do you pragmatically achieve these 4 points in ServiceNow in your implementations and organizations? I'm looking forward to your detailed responses! Please also specify your challenges, how you have technically achieved your goals, via plugins, configurations, customization, as well as via processes, best practices, work instructions etc. If as many as possible can contribute, I'll be happy to summarize our findings in a general article about ServiceNow UFFA best practices and how to achieve them.

cheers /Tommy