Best Practice for Escalation Articles: Separate Knowledge Base vs Metadata/Tags?

[Kumar54]

We’re looking to manage escalation procedures in ServiceNow similar to KB articles, but we want them organized and searchable as ‘Escalation Articles.’ Would you recommend creating a separate Knowledge Base for this, or using metadata/tags within existing KBs? Has anyone implemented escalation playbooks this way?

[Mark Manders · Accepted solution]

It depends a bit on your current KB setup and how it is used. If you only have one KB, it may take some getting used to suddenly having to look in a different one. A separate category could be enough.

Also consider who are looking for them and where (escalation procedures should be found easy and fast). So a tag/metadata could help if you are looking at 'server' related documentation for an issue and you need to escalate it. 

Best way to move forward is to talk to the people that need to use it. It should be at a logical place for them.