Hi Rebecca, 

You should take a look at this thread , it is quite old so some of the information is outdated, but will give you an idea of what is and isn't possible. There is also this support article on how to change the CSS on the kb_view page.

I would also prepare yourself for some messages around paid software that can be used in ServiceNow to make the KB's a bit more "fancy". 

Regards,

Eoghan

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