Images in Knowledge Base Articles

[bergos]

Hi Team,

I would like to ask you for the best practice regarding inserting images in knowledge base articles. Maybe I have incorrect feelings on this, however let me explain my doubts & feelings.

Case 1: CEO of Acne company (72 years old - NOT a technical person at all, he understands basic things such as "how to write email", "how to turn on computer") wants to insert knowledge article (it's a real situation from my life). So, he opened Create New module from Knowledge Application. He put some text and starts thinking how to add image, he followed "our" best practices (same as - ServiceNow Best Practice). So he spent about 7 minutes on watching both tutorials, another 5 minutes on adjusting image size in external programs (Paint), and another 3 minutes to add that image in the correct place in the article.
After that, he called me and ask "Martin, why we pay xxx thousands $$ for ServiceNow solution, if in our previous tool we were able to insert image and adjust text to get the best user experience within 1 minute and it was so simple as in the standard Word document? I spent 15 minutes on inserting stupid image to the basic article, so how it can improve our company performance? Do I really need to put Horizontal, Vertical, Width, Height, Alignment or Border Thickness options?"

Hmm, answer is not clear for me. So my question to you guys is - Is there any possibility to automate (script) that, so for example each time for all articles when I click "Insert image" the image will be automatically adjusted with the medium size and placed to the right of the text automatically as attached.

So basically, if user wants to insert image to the article, there will be "Insert Image" option, but only with the paperclip Icon, user will upload image and thats all from user side, the rest will be processed by script - it needs to set automatically Width (px), Height (px) and Layout each time when user click "Insert Image" and user shouldn't see mentioned options.

[Tim Woodruff]

That's quite a tall order. I don't see any good, reasonable options for accomplishing that. 

I agree that drag-to-resize is woefully missing from SN, but does the CEO think that ServiceNow is just a knowledgebase platform? It certainly adds a lot more value than that. How about the KCS integration with the ITIL processes, just thinking of the knowledge process' value? 

My advice is to tell him to just create his knowledge articles in MS Word and import them into ServiceNow. Those images come over pretty effectively as intended without the need to manually resize in ServiceNow (usually). 

[bergos]

Tim,

Many thanks for your response! I understand your point of view, however what if I want to create 50 knowledge articles only available for small department.
The place and size of the image for each article should be exactly the same, so only image itself will change for each article - in that case it will be pretty awesome if I can only click to upload individual image and the rest (put in the correct place, resize) will be done automatically as on the attached photo with the "G" logo - is it possible to achieve that with scripting for example?

Regards
Berg

[bergos]

I've tried Tim advise - I prepared MS Word document first, however it's not working properly as formatting keeps failing. I want to achieve same as in the doc (in attachment), however I can see below as you can see on screenshot after uploading mentioned document to SNOW KB.

Any ideas how to do that in the correct way?

Regards
Berg

[Tim Woodruff]

You can edit the HTML to solve the wrapping issue, but using a Word doc is the way you can avoid having to enter the dimensions for the images in the articles.