Knowledge Article Updates

[MeganCox]

I work at a financial institution, so we have a vast number of procedures (knowledge articles) in ServiceNow. One of our biggest complaints from end users is that they can see when an article is updated (we configured a "Recently Updated" widget), but they can't figure out what was updated unless they go back to the previous version and read it line by line against the new one.

I know as a knowledge manager/ITIL user, I can use the compare feature, and it will show me what has changed. But has anyone discovered a solution for regular staff with no access to ServiceNow, other than the portal, to see changes that were made? Would love to hear any ideas that are working for you! 

Thanks!

[GlideFather]

Hi @MeganCox,

interesting use case, but however I don't think there's an easy way how to achieve this.

Instead, you might instruct the knowledge base/article owners to write the articles to make the changes more visible.

E.g. a chapter called "What's new" or "What has changed", "News in April 2026"... and add there some short summary.

I know that there might be many articles which means endless efforts... but I believe it would be easier than to create some widget/configurations to compare between versions ://

[hailm2]

Hi @MeganCox ,

We created a 'Critical Update Notification' box in the knowledge creation form of our articles.  When an article has been updated with a major change, we can check the Critical Update box and a field opens up where our authors can type into the field what has changed.  When the article is published, the notification is sent to end-users who have subscribed to it, including what was updated in the article.  Maybe something similar to this would help. I have included a screenshot of that it looks like in the knowledge creation form.

[MeganCox]

Oooh, this might work! Thanks for sharing. I'm going to play around with this and see if I can make it work for us.