Crestline
Knowledge Base
A structured knowledge base built on a Personal Developer Instance — covering categorisation, an approval-gated publish workflow, and a feedback loop that automatically opens a review task when an article is marked unhelpful.
CompleteThe three phases
Set up the Crestline Knowledge Base scoped to the existing Crestline Kit Tracker application, with five categories and a documented four-part article structure — giving every article a consistent shape before any content governance was layered on top.
The PDI's default knowledge bases — Crestline's own KB was added alongside these, not in place of them.
Crestline Knowledge Base scoped to the existing Crestline Kit Tracker application, keeping every project under one app.
Hardware, Software & Applications, Network & Access, Onboarding & Starters, and Password & Account Management — created in a single pass.
Replaced the default instant-publish behaviour with a genuine review gate, so articles move through draft, review, and approval before going live rather than publishing the moment someone saves.
Swapping the default Instant Publish flow for Approval Publish — the point where a real review gate was introduced.
A new article sitting in Draft, confirming the approval flow — not instant publish — now controls the article lifecycle.
Clicking Publish generated approval requests rather than publishing immediately.
Approving the request bumped the article from a draft version straight to 1.0 — standard ServiceNow KB versioning on first publish.
The live article, correctly categorised under Hardware with feedback and rating widgets active.
Feedback isn't just captured — it's acted on. Built a Flow Designer flow that watches for negative "Helpful?" responses and automatically opens a review task for the Service Desk, turning reader signal into an actionable item rather than data that sits unused.
Confirming the underlying feedback tables before building the trigger condition.
The Useful field renders as a Yes/No choice — the value the flow trigger needed to match against.
Trigger condition: Knowledge Feedback created where Useful is No.
The action that creates a review task, pulling the article's short description straight from the trigger record.
Live feedback on the test article — one Yes, one No — confirming the widget and the flow trigger both fired correctly.
The review task created automatically, assigned to the Service Desk with the article context already filled in.
Supporting documents
View Crestline Brand Guidelines