Knowledge Management - KB Article Templates
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‎05-30-2025 10:06 AM - edited ‎05-30-2025 10:07 AM
Does anyone have any good KB Article templates they are willing to share?
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Knowledge Management
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‎05-30-2025 10:26 AM
In my experience, getting Knowledge into the system and updated frequently AT ALL is the primary challenge.
Don't wait until you get a perfect template.
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‎06-05-2025 08:05 AM
I agree, not looking for perfection but just want to make sure we leverage templates that will help us implement the AI and generative AI capabilities in ServiceNow in the future.
Don't want to lose any opportunity to introduce best practices to make sure we can leverage the AI asap.
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‎07-25-2025 03:29 PM
You can set expiration dates on the article too. This way you can update it if needed, Allow for flagging too, this is a great way for the users to engage.
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‎06-20-2025 04:57 PM
As a relatively new ServiceNow practitioner, Knowledge Management is an area I’m particularly excited about (aside from figuring out why my workflow approvals always end up in the wrong queue).
I believe I understand your concerns about exploring KB Article Templates. Out of curiosity—was your question focused solely on internal-use articles (the classic "help desk hero" material), or did you also mean public-facing content (*where we pretend everything’s 100% perfect and users never ask "But why?")?
