Primary Use Case for Knowledge Blocks: Article Segmentation vs. Content Reuse?

[mayanksethi]

Hello Community,

I was trying to understand Knowledge Blocks usage across industries and trying to prioritize their application.

I see two main, distinct use cases for Knowledge Blocks. Both provide significant value, but I am seeking insight into which is the most common or most impactful scenario in a typical enterprise environment.

Use Cases for Knowledge Blocks

1. Article Content Segmentation (Single Article, Multiple Blocks)

• Goal: To deliver personalized content within a single Knowledge Article based on the user's criteria.

• Mechanism: A single article contains multiple blocks, each assigned a different User Criteria. Users only see the blocks relevant to them as per the user criteria (role, location, or department)

• Example: A single "Employee Benefits" article displays a block with US-specific tax disclaimer to US employees, and a different block with UK-specific pension scheme details to UK employees.

2. Cross-Article Content Reuse (Single Block, Multiple Articles)

• Goal: To establish a single source of truth for common information across many articles, ensuring easy, centralized maintenance.

• Mechanism: The same block is embedded into multiple, otherwise unique Knowledge Articles. Updating the block updates the content everywhere it is used.

• Example: A "Standard Company Disclaimer" block containing copyright information, privacy policy links, and general legal notices is embedded in every policy document (e.g., Expense Policy, Travel Policy, IT Security Policy).

The Question

Based on your experience, which of these two use cases (Article Content Segmentation or Cross-Article Content Reuse) is the more frequently utilized and most relevant primary function of Knowledge Blocks in your organization?

Thank you for sharing your insights! 

#ServiceNowKnowledge #KnowledgeBlocks 

 Examples for the use cases

	Use Case	Example
1. Segmentation	Country specific holidays, role/profile specific policy details.	A New Hire Onboarding article uses blocks to show the specific Day 1 check-in time and location based on the user's country (e.g., London vs. New York office).
2. Reuse	General company guidelines or insurance policy docs.	An IT Maintenance Window block is embedded in all application-specific articles (e.g., "SAP System Issue," "HR Portal Login") so that a single change to the block updates the message about the scheduled monthly downtime everywhere.