Are there any best practices to explain Knowledge Article Template?
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12-18-2023 12:00 AM - edited 12-18-2023 12:01 AM
Hi I have to explain the details of Knowledge Article Templates.
I already understood Standard, FAQ, and KCS.
I think I can easily combine following fields into Introduction, Explanation, and Instructions.
However, ServiceNow divided Introduction section into two templates: What is and How To.
1) Is there any proven reason that why ServiceNow divided What is and How To template?
2) Also, are there any best practices to utilize those templates without any customization?
I cannot catch the concept perfectly.
Thank you.
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12-18-2023 02:25 AM
Hi @ParkHyunSun
Please add your question here as well
https://www.servicenow.com/community/knowledge-managers/bd-p/knowledge-managers-forum-board
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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