Knowledge Management - Articles request & Contextual search

Tommaso2
Tera Expert

Hi all,

 

In the attached flow I see that the articles can be requested by the Knowledge User.

This articles requests are about knowledge that can be created from a task (e.g., incident, case, change, etc.)?

How generally a new article request can be raised?

 

 

Contextual search uses key words, right?

 

Many thanks!

1 ACCEPTED SOLUTION

Shubham_Jain
Mega Sage

@Tommaso2 - Attachment is missing i guess. However, i have some thoughts on this as below: 

 

1. Can Knowledge Articles Be Requested from Tasks (Incident, Case, Change, etc.)?

Yes — in ServiceNow, Knowledge Article requests can be initiated from tasks like:

  • Incidents
  • Cases
  • Changes
  • Problems

This is typically done using a "Create Knowledge" UI action or flow logic that allows a user (like a Knowledge Contributor or Knowledge Manager) to convert useful task information into a knowledge article.

 

How Can a New Article Request Be Raised?

There are multiple ways to raise a knowledge article request:

Common Methods:

  • From a Task Record: Using a UI action like "Propose Knowledge" or "Create Knowledge".
  • Via a Catalog Item: A user submits a request to create a new article.
  • From the Knowledge Portal: Some portals allow users to suggest or request new content.
  • Through a Flow or Workflow: A flow can be triggered when certain conditions are met (e.g., incident resolved with a specific resolution code).

3. Does Contextual Search Use Keywords?

Yes — Contextual Search in ServiceNow uses:

  • Keywords from the task (e.g., short description, description, resolution notes)
  • Natural Language Processing (NLP) (if enabled)
  • Search Contexts to filter results by knowledge base, category, or user role

It helps users find relevant knowledge articles automatically when working on tasks.

 

 

 

✔️ If this solves your issue, please mark it as Correct.


✔️ If you found it helpful, please mark it as Helpful.



Shubham Jain


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2 REPLIES 2

Shubham_Jain
Mega Sage

@Tommaso2 - Attachment is missing i guess. However, i have some thoughts on this as below: 

 

1. Can Knowledge Articles Be Requested from Tasks (Incident, Case, Change, etc.)?

Yes — in ServiceNow, Knowledge Article requests can be initiated from tasks like:

  • Incidents
  • Cases
  • Changes
  • Problems

This is typically done using a "Create Knowledge" UI action or flow logic that allows a user (like a Knowledge Contributor or Knowledge Manager) to convert useful task information into a knowledge article.

 

How Can a New Article Request Be Raised?

There are multiple ways to raise a knowledge article request:

Common Methods:

  • From a Task Record: Using a UI action like "Propose Knowledge" or "Create Knowledge".
  • Via a Catalog Item: A user submits a request to create a new article.
  • From the Knowledge Portal: Some portals allow users to suggest or request new content.
  • Through a Flow or Workflow: A flow can be triggered when certain conditions are met (e.g., incident resolved with a specific resolution code).

3. Does Contextual Search Use Keywords?

Yes — Contextual Search in ServiceNow uses:

  • Keywords from the task (e.g., short description, description, resolution notes)
  • Natural Language Processing (NLP) (if enabled)
  • Search Contexts to filter results by knowledge base, category, or user role

It helps users find relevant knowledge articles automatically when working on tasks.

 

 

 

✔️ If this solves your issue, please mark it as Correct.


✔️ If you found it helpful, please mark it as Helpful.



Shubham Jain


GlideFather
Tera Patron

Hi @Tommaso2,

 

I cannot find the mentioned workflow (neither in workflow editor and not in workflow studio, ex-flow designer), can you please be more specific which one is that or to share the configurations and details of that workflow??

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