Knowledge Base Taxonomy

[richbest]

Would you please provide me some feedback on this concept? Thinking of creating a separate tier 0 and tier 1 KB for each subject area, where the knowledge owner/manager can posse enough expertise to understand the need to create content and manage it throughout its lifecycle. Were hoping it makes management simpler with the workload more distributed.

[asifnoor]

Hi,

You can create categories under KB which will help you to achieve this.

Refer to this link for more information.

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/product/knowledge-management/tas...

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[richbest]

Thank you for your response

Perhaps I'm missing something with  categories, i understand i can create containers with there use, but that doesn't disperse the responsibility.  We don't and wont have dedicated roles for managing KBs.   It also doesn't by default secure or segregate articles. 

Does anyone see a problems or any issues with what i proposed above?  Will i wish we didn't do this in the long run? 🙂

[asifnoor]

Hi,

You can create categories under KB which is used to segregate the articles in that KB. 

The articles inside KB can be managed by KB Manager. If you are having different persons to manage articles by category, then you can add all the category owners as KB managers for that particular KB and they can manage the articles inside that KB.

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[Diana12]

I would look in to assigning the ownership and approval process at the article level based on ownership groups rather than duplicating content in two knowledge bases. There are also ways to restrict views on portions of an article template if you are trying to have the same content with different messages for different audiences.