Hi! We are new to ServiceNow. When we purchased the solution we were not aware that the knowledge article ID changes every single time someone updates the article, even at a minor level. This makes it impossible to utilize linked articles on our website because if we have updated an article, users on the web will click the link to the knowledge article and get an error, unless we replace the article any time it was put in Draft. Right now, the web page links users to a general subcategory but this is disappointing and does not meet our needs for UX.
In Salesforce, people can get a static url for a knowledge article in the Classic version of the app but we use ServiceNow. Is there ANY way to do a persistent link so we can put a knowledge article on the web without having, what would be the current arduous management, of all these links? If not, is ServiceNow going to add this to a future release? Our users find our content via Google first so we wanted the knowledge base to be a connection point through our website. Right now, it’s actually not helpful. For us operating in high volume customer service with the web as our first path to service, it’s critical.
thanks and best!
