Knowledge Article Management

lonszennelondon
Giga Contributor

7 hours ago

Hi,

 

I am currently looking for a solid structure for an article. Could please suggest structures on how the article has been made?

 

Appreciate any suggestions 🙂

 

Thank you 

0 Helpfuls
  • 82 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

7 hours ago

Hi @lonszennelondon 

The first place for these kinds of requests is 'Now Create' — start by checking how to create the request there. Then, reach out to the Asset Admin or search for KM (Knowledge Management) process guides and any available process workshop materials. Let me know once you've had a look

 

leaning.servicenow.com/nowcreate

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

M Iftikhar
Mega Sage

7 hours ago

Hi @lonszennelondon, 

 

Here are two widely-used and highly effective structures:

 

1. KCS (Knowledge-Centered Service) Structure

This is the industry-standard best practice, focused on capturing knowledge as a by-product of solving issues. It's concise and user-centric.

  • Issue/Question: State the problem or question in the user's own words. This is critical for searchability. (e.g., "Cannot connect to the VPN from home.")

  • Environment: Briefly describe the relevant context, such as software version, hardware model, or user role. (e.g., "Using GlobalProtect VPN on a Windows 11 laptop.")

  • Cause (Optional but Recommended): A brief explanation of the root cause of the issue. This builds trust and understanding. (e.g., "The VPN client requires a software update.")

  • Resolution: Provide clear, numbered, step-by-step instructions to solve the problem. Include screenshots or GIFs where helpful. (e.g., "1. Open the Software Center... 2. Search for 'GlobalProtect'... 3. Click 'Install'.")

2. Standard How-To or Guide Structure

This is better for procedural or informational articles that aren't tied to a specific problem.

  • Title: A clear, action-oriented title. (e.g., "How to Request a New Laptop")

  • Introduction/Purpose: Briefly explain what the article is for and who it is for. (e.g., "This guide provides the step-by-step process for requesting a new or replacement laptop.")

  • Prerequisites (If any): List anything the user needs to have or do before starting. (e.g., "Manager approval is required before submitting the request.")

  • Procedure: Provide clear, numbered steps for the user to follow.

  • Additional Information (Optional): Include any related links, FAQs, or contact information for further help.

Note: Regardless of the structure, always write from the user's perspective, use simple language, and keep it as brief as possible.

 

hope this helps!

 

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution and helpful so others can benefit as well.

0 Helpfuls