How are you maintaining Knowledge and Connected Content?

[Mark Roethof]

Hi all,

If you have a small instance or a small Knowledge Base or hardly any changes on your Knowledge Base, you could maintain the Connected Content on Employee Center Topic manually of course. Just adding Knowledge articles as Connected Content. And most likely, directly in production. Since both Knowledge articles and Connected Content are data.

Though what if you have a large Knowledge Base or continuously a lot of change in your Knowledge Base. How are you maintaining this? Just wondering how others are doing this 🙂 I mean, if you have hundreds of Knowledge Bases, ten thousands of Knowledge Articles, maintaining such manually might be painful.

You could definitely think of some Business Rule or Flow logic to automatically maintain Connected Content, though out-of-the-box there's also no reference or something on a Knowledge Base (or Category) to a Topic?
And what if you have exceptions... like not having all Knowledge Articles under a certain Knowledge Base on your Employee Center Topic?

And if something custom like this in place, would you actually map a Knowledge Base to a Topic, or rather map Knowledge Categories to Topics? When you would have a new Knowledge Base (or Category), you might need a new Topic. You could generate such scripted or something, though a Topic is NOT data, so then you would not do that in production? (and you might want to govern your Topic structure, the naming, an image, a description)

Just wondering how others are approaching this 🙂

Kind regards,
Mark

[Michael_125]

Hi @Mark Roethof - Have you found a good solution for managing connected content with a large volume of knowledge articles?

[Dan O Connor]

Hey @Mark Roethof I think an interesting approach I have used lately with customers with HUGE Knowledge base content, is just not connecting it to topics at all 😄 

Sounds weird, but it's just an alternative approach. A really well setup AI Search, can simply allow users search for the Knowledge they need and receive fast and accurate results. I've typically found over all my Service Portal and Employee Center projects, most customers indicate/agree that their users will in the majority, use search to find Knowledge, as opposed perform any sort of category/navigational browsing.

So by configuring AI Search (with some simple configurations) an Employee Center can have full access to whatever KBs required through quick and accurate search, and remove the headache of dealing with topic assignment. Lets the relevant teams only have to focus on content they want to Feature.

This approach was taken in two recent EC projects I have done with pretty good success. So I believe it to be a viable option. 

There was also, with a recent plugin update, a new feature on the topic administration page. 

Info on this feature below

https://docs.servicenow.com/en-US/bundle/utah-employee-service-management/page/product/employee-cent...

It allows for Topic admins to monitor new content that might be relevant for a topic, and then add it. 

[saba tanveer]

Hi, 

Can you describe what simple steps are needed for AI search?

[Ravi Kumar A]

Hi, July release has addressed this problem. See product documentation here:

Associate-updated-content-categories-topics.html

Manage outdated connected content 

I suggest you go through the other topics in around those topics.

Do mark it Helpful if it resolves your issue.