Knowledge Management

ShankyGrover
Tera Contributor

yesterday

Hi Experts, 

I have a question regarding creating knowledge articles in ServiceNow. Please could you confirm the best practice to write keywords so that customers can find relevant articles faster?

For example: I have below keywords to use. Please could you confirm me a correct format?

1. AP user

2. Finance team

3.Purchase manager

4. Invoice approver

 

1. Should I separate words in the same phrase using underscore like below?

AP_user Finance_team Purchase_manager Invoice_approver

2. Should different keywords be separated by spaces or commas like below?

AP user, Finance team, Purchase manager, Invoice approver OR

AP user  Finance team Purchase manager Invoice approver 

 

Apart from above asked, I'm happy to hear other best practices to be followed while creating an article or keyword specific. 

 

Thank you very much in advance. 

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SupriyaWaghmode
Kilo Sage

yesterday - last edited yesterday

Hello @ShankyGrover  , 

 

You can use comma separated value for keyword(meta field on form to use add keywords in ServiceNow) search 

 Example -AP user, Finance team, Purchase manager, Invoice approver

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Thanks & Regards ,

Supriya Waghmode |ServiceNow Community Rising Star 2025🌟

www.linkedin.com/in/supriya-waghmode

 

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