If you miss any content, please leave it as a comment and I will add it to this article.
| Table of Contents |
My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Knowledge Management?
Knowledge management (KM) is the process of creating, sharing, using and managing the knowledge and information of an organization. It refers to a multidisciplinary approach to achieving organizational objectives by making the best use of knowledge. To achieve this there must be a framework that KM can operate within.
Entry point to the official product information pages
Entry point to the official product documentation
Provides detailed guidance on the way that ServiceNow intends the process to be for Knowledge Management (KM). This asset is relevant to HR Service Delivery (HRSD), Field Service Management (FSM), Now Platform, Workplace Service Delivery (WSD), and Customer Service Management (CSM).
These process flows visualize the baseline processes involved in Knowledge Management (KM). This asset is relevant to HR Service Delivery (HRSD), Field Service Management (FSM), Now Platform, Workplace Service Delivery (WSD), and Customer Service Management (CSM).
What is knowledge management (KM)?
More detailed explanation
You can check out the FAQ on the following aspects of Knowledge Management to help use the application efficiently.
Trainings & Courses
Knowledge Management Fundamentals
Knowledge Management Fundamentals provides an overview of Knowledge Management as a process, the Knowledge-Centered Service methodology, and how the Now Platform supports both. The course provides an overview of the Knowledge Management application functionality and features that promote knowledge sharing and drive continuous improvement within your organization.
Knowledge Management Implementation
The Knowledge Management Implementation on-demand series provide system and knowledge administrators key steps on setting up and configuring the Knowledge Management application and the components within it. This course leverages the Knowledge Management Guided Setup and discusses general knowledge administration, configuring the Knowledge Management Service Portal, configuring Knowledge-Centered Service (KCS) functionality, and knowledge search properties, and configuring translation management.
Articles & Blog Posts
by Ryan Hipsher
How to Create Effective ServiceNow Knowledge Base Articles
Garbage in equals garbage out. Love or hate the saying, it rings true, especially when it comes to your Knowledge Base articles. As a Lead Analyst in Quality Management at Crossfuze, I’ve invested a lot of time and effort to improving our Knowledge Strategy and developing best practices for creating a Knowledge Base. Below are five things you should implement into your Knowledge Strategy right away that will turn you into a Knowledge superhero at your company.
2016-03-17, by Sarup Paul
Harness the power of Knowledge Search
Time is of the essence when customers come to your Support portal, and more often their eyes try to locate the search box instead of browsing through text-heavy pages. If you are promoting self-service, search is an important vehicle for achieving that goal. The ServiceNow platform provides a rich set of features to tune Knowledge Search. This post covers how to make search work better for your implementation.
2018-09-21, by ServiceNow Support
Versioning in Knowledge Management – FAQ
The Article Versioning feature allows knowledge contributors to create multiple versions of a knowledge article. They can create a new version of an article from an existing published version. This existing version can be either the latest published version or an older outdated version. All changes are stored in the new version of the article and the information in the existing article remains the same. Here you will find some Frequently Asked Questions related to Versioning and tips to get started.
2020-06-11, by Sweta
The Knowledge Management application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. You can check out the FAQ on the following aspects of Knowledge Management to help use the application efficiently.
2020-02-20, by Ranganayaki
Configuring Knowledge Management - Add-in for Microsoft Word
Accessing of Knowledge Management module in Microsoft Word is introduced in Paris release. One can access Knowledge Management of ServiceNow from Word by deploying the Knowledge Management - Add-in for Microsoft Word.
2020-08-05, by Miguel Donayre
How to add a video to a Knowledge article
With the world rapidly changing and the need for more remote work, videos have become an essential part of the remote work world. The need to post them within ServiceNow Knowledge articles is growing. I will show you how to post a video from the ServiceNow video table (db_video) and a YouTube video. There is the documentation from ServiceNow that explains the steps I will be covering in this post.
2020-09-18, by Roger Poore
Mass exporting KB articles to PDF files
I'm involved in a merger between two big companies and was asked about exporting thousands of KB articles to PDF. Seems the call center uses a SharePoint doc repo for their primary knowledge base--thus, the reason for exporting to PDF. Here's a quick solution that I came up that uses a short PowerShell script to automate IE's "Print to PDF" functionality.
2020-10-09, by jaimehonaker
This article provides some authoring guidelines for writing articles for the Known Error and Support and Troubleshooting knowledge bases.
2021-02-05, by Maik Skoddow
Define Hyperlinks to Anchors within a Knowledge Article
Knowledge articles can become so extensive that you lose track of their contents. Here it would be helpful to have navigation aids at the beginning of the article (for example, a table of contents) to navigate to the relevant part of the article with one click. Unfortunately, the rich text editor does not offer the possibility to do this, but you can write the necessary HTML code yourself and this article will demonstrate how to do it.
2021-09-01, by Tommy Sahlin
Knowledge Management - what it is and how & why you should do it
2022-06-06, by Jaime Honaker
7 tips for knowledge managers to increase self-service
Knowledge managers have an ongoing challenge: They want to encourage customers to self-serve and quickly find answers to their questions. They also want to minimize frustration if customers can’t quickly find an answer.
2022-06-06, by Jaime Honaker
4 easy ways to keep your knowledge base relevant and up to date
Facing knowledge base maintenance can be overwhelming. If you’re like me, you may have an impulse to bypass this step, delete everything, and start over. Don’t do it. As a member of the team that uses Knowledge Management to run our knowledge base, I have some tips to help you get your knowledge base content program on track.
2022-11-15, by Chris Shakespea
Problem Management and making it successful
There are 10 steps we have identified to getting started with Problem Management.
2023-02-07 by @Natalia DeWitt
Guide for writing accessible knowledge base (KB) articles
This document will guide you on how to write ServiceNow knowledge base (KB) articles so that they are accessible and user-friendly. This article introduces some basic considerations to help you get started writing web content that is more accessible to people with disabilities. These tips are good practice to help you meet Web Content Accessibility Guidelines (WCAG) requirements.
2023-04-06 by @Ashley Snyder
What's new in the Tokyo release for ServiceNow Knowledge Management
2023-04-13 by @Ashley Snyder
What's new in the Utah release for ServiceNow Knowledge Management
2023-04-25 by @Ashley Snyder
Knowledge Management Getting Started
Knowledge management is a critical component of organizational success. By creating a culture of learning and continuous improvement, organizations can become more effective, efficient, and innovative by leveraging the knowledge and expertise of their employees.
2023-06-14 by @Ashley Snyder
Knowledge Demand Insights Overview
The Knowledge Demand Insights feature automates the discovery of knowledge gaps in your knowledge bases. Knowledge gaps are topics on which knowledge bases are missing knowledge articles.
2023-09-09 by @Ashley Snyder
Options for Importing External Articles into ServiceNow Knowledge Management
This document is intended to assist knowledge administrators in successfully importing knowing articles. It captures a step-by-step guide, different import options, and import recommendations.
2025-04-30 by @Dan Martinez
OldButGold #4: Using the Knowledge API
Have you ever wondered what is the best way to export articles from ServiceNow? One might think that is an easy task. At the end of the day, all you have to do is exporting the kb_article record itself and off we go, right? But wait, because knowledge blocks are calculated when the article is displayed, therefore are not stored within the article itself. But how about retrieving their attachments? how about retrieving the most viewed articles?
2025-05-12 by @Dan Martinez
Increasing the overall quality of your knowledge articles
Knowledge is crucial for an organisation to both help their employees, suppliers, customers know how to proceed on each case as well as deflecting incidents, cases, or any other case of task that could require assistance. For this reason it is paramount to have updated, relevant and easy to follow articles, or said differently, quality articles. But who defines what quality looks like in terms of articles? Companies can rely on the “Article Quality Index” to understand which articles meet the quality criteria set and which ones should be reviewed to increase the overall quality.
Videos & Podcasts
2018-12-19, by ServiceNow - Now Community
Ask the Experts: Knowledge Blocks
Has your knowledge base gotten out of control because of regional variations? Do you have multiple knowledge articles on the same topic to accommodate for different employee populations? If so, join us as we review the Knowledge Blocks enhancement introduced in the London release. Attendees will learn about Knowledge Blocks, see a live configuration of a knowledge article containing knowledge blocks, and participate in Q&A with product experts.
2020-01-09, by ServiceNow Support
Demonstrates the knowledge base from the end-user self-service perspective. Introduces the knowledge home page from a portal view. Shows how to browse and search for articles, view articles and provide feedback, and post questions.
2019-07-10, by CMSHHSgov
ServiceNow Knowledge Author Training
This video enables the creation and updating of useful and searchable knowledge articles for on-demand consumption, by following the prescribed Style Guidelines, using appropriate templates, and applying strategies for writing clear and effective articles.
2020-05-20, by ServiceNow - NowCommunity
Setting up Knowledge Management for all DevOps team with their own knowledge base
Setting up Knowledge Management for all DevOps team with their own knowledge base! We are providing every DevOps team it’s own Knowledge Base, so that they can manage their own knowledge articles to improve their services. Learn how we have made this possible and how we benefit from this. Keep in mind: You will spend less time at resolving tickets by providing better knowledge.
2020-07-31, by Basico ServiceNow Learning
ServiceNow Knowledge Management Process | Knowledge Management ServiceNow Workflow
ServiceNow Knowledge Management is an continuous process to understand organizations knowledge needs, We can say that it is a central repository which holds the article and accessible to all the users.
2020-08-28, by ServiceNow - NowCommunity
What's new in Orlando for Knowledge Management
Join us to learn how you can leverage knowledge capabilities in Agent Workspace like article authoring, translation, version compare and more. We will present an exciting new feature which helps you detect knowledge gaps using machine learning. We will also show you how to schedule your knowledge articles, and walk you through enhancements in knowledge security, notifications, and feedback.
2022-07-27, by ServiceNow - NowCommunity
What, why, and how of Knowledge Management - Part 1
Be sure to check out part 1 first!
Get prescriptive guidance on how to get started with Knowledge Management for IT Service Management. This session covers:
- Feedback management
- Knowledge Security
- Knowledge Analytics and metrics
- Knowledge demand insights
2022-07-28, by ServiceNow - NowCommunity
What, why, and how of Knowledge Management - Part 2
Knowledge Management can help you empower your employees to share knowledge and increase business efficiency. Join this session for prescriptive guidance on how to get started with Knowledge Management for IT Service Management. Walk away with an understanding of:
- Knowledge Management fundamentals
- KCS and industry best practices
- Knowledge Administration and Setup
- Knowledge Search
2023-01-17 by TechnoMonk
The Beginner's Guide to ServiceNow Knowledge Management
In today's tutorial we will look into ServiceNow Knowledge management application with demo.
2023-06-29 by Jeff Thies
Knowledge Management Fundamentals
earn how the ServiceNow Knowledge Management process and application work to deliver useful information to the right people at the right time. Whether you’re preparing for ServiceNow’s CSA certification exam or just bumping up your ServiceNow Knowledge knowledge, by the end of this video you’ll understand how the platform uses Knowledge Bases, Knowledge Categories, Knowledge Articles, and Knowledge Feedback to make doing work in ServiceNow work better.
2023-06-12 by ServiceNow Community
Getting Started with Knowledge Management, Part 1
Watch this session with Outbound PM Ashley Snyder and me for an overview of best practices relating to structuring knowledge bases, authoring articles, searching, and continual improvement dashboards we have for Knowledge Management.
2023-07-26 by ServiceNow Community
Getting Started with Knowledge Management, Part 2
Watch this session with Outbound PM Ashley Snyder and me for an overview of best practices relating to structuring knowledge bases, authoring articles, searching, and continual improvement dashboards we have for Knowledge Management.
2024-01-12 by ServiceNow Community
Knowledge Management Academy: Getting started
In this session, we introduce this new academy series as well as the topics that will be covered throughout 2024. This session is primarily focused on things to do before you implement such as planning and preparation with defining stakeholders, business objectives, analyzing your current state, and defining your roadmap to ensure you have a successful knowledge management program. This information is also helpful for customers who have currently implemented and are looking to strengthen their current program and those who want to make sure they have a great foundation prior to any generative AI efforts that involve ServiceNow Knowledge Management.
2024-02-16 by ServiceNow Community
What's new in Washington DC for Knowledge Management
In this session, we'll cover the Washington DC enhancements for Knowledge Management, primarily focusing on the upcoming Knowledge V3 home page deprecation.
2024-03-26 by ServiceNow Community
Knowledge Management Academy: Processes and Roles Deep Dive
In this session, we'll cover the roles found in our knowledge management application and the processes those roles map to. We'll cover a little bit of KCS and KCS roles and what the confidence and governance fields mean. If you're looking to get a better understanding of each of the out-of-the-box roles we have, when you should use them, and what features they map to this is a good session to attend or watch the recording.
2024-06-13 by ServiceNow Community
Knowledge Management Academy: Draft articles with Now Assist
In this session, we covered the current features of Now Assist in Knowledge Management, which was released on May 9th, 2024. There's a quick overview of what the product can do currently, guidance on governance and implementation, as well as a live demo of configuring knowledge generation and drafting an article from an incident.
2025-11-12 by ServiceNow Community
Knowledge Management Academy: Knowledge Management Analytics
Join us for a deep dive focused on how to get KM Analytics from Dashboards, UEA, AI Search, etc. and more! Don't miss out on this opportunity to connect with ServiceNow experts and get your questions answered.
2025-11-26 by ServiceNow Community
Knowledge Management Academy: Xanadu Update
Join us for a series of live sessions focused on Knowledge Management topics such as getting started, processes and roles, best practices, analytics, release updates, and more! We'll have product experts on hand to provide demonstrations, explain concepts, provide guidance, and answer questions.
2025-02-11 by ServiceNow Community
Knowledge Management Academy: Ready for AI
In this session, we covered the newly released feIn this session, we covered how AI is incorporated in to different aspects of Knowledge Management through NowAssist. We reviewed all the areas NowAssist is incorporated, including AI Search, and discussed how articles impact NowAssist Genius Results. We also covered concepts that should be considered when designing your knowledge strategy and articles.
2025-04-08 by ServiceNow Community
What's new in Yokohama for Knowledge Management
In this session, we covered the newly released features of Knowledge Management with the Yokohama family and store releases. We outline enhancements to Knowledge Generation with Now Assist for Non-English languages, accessibility improvements and other exciting updates.
2025-04-17 by Power of ServiceNow
Problem Management in The Service Operations Workspace
In this video we take a look at the out-of-the-box problem management workflow process within the Service Operations Workspace. We outline the benefits of Problem Management in ServiceNow and show a high-level overview of what the process could look like.
2025-06-17 by ServiceNow Community
Knowledge Governance and KB Health
In this session, we invite a special guest from ServiceNow's AI Experience Knowledge Management team to discuss our internal (Now On Now) story in support. She covers topics ranging from roll-out, team make-up, governance, and health of a knowledge base and process with live Q/A. We also review Duplicate Identification which came available with the May 1st Now Assist release.
2025-09-11 by ServiceNow Community
Ask the Experts: Knowledge Management
Designed specifically for platform owners, this session delivers expert-led insights into key topics including Upgrades, Platform Security, Mobile Apps, Knowledge Management, Now Assist, and the Next Experience. Whether you're optimizing performance, enhancing user experience, or preparing for what's next, this session equips you with the knowledge and tools to lead with confidence
Troubleshooting
Known Error Portal
Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.
Selected Articles
Installation of the Knowledge Management Advanced Plugin fails if unique index already exists in art... (KB0634959)
'Knowledge Management Advanced Installer' Plugin is showing an error 'Knowledge Advanced installatio... (KB0685138 🔒)
User Criteria Domain visibility (KB0693276)
Knowledge Management - Add-in for Microsoft Word gives Add-in error (KB0858433)
Manually Adding System Property glide.knowman.enable_approval_notification in sys_properties doesn't... (KB0862528)
Enable external or public users to view knowledge articles from the Knowledge Management Service Por... (KB0864047)
Knowledge Management REST API - write/commit (KB0957706)
Knowledge Management - Add-in for Microsoft Word Plugin works except text field / Article body (KB0998618)
