Over the past few weeks, I’ve worked with customers on configuring Knowledge Center and found a few things that would have saved me time and a headache.
Create Cross Scope privilege records
ServiceNow creates cross scope privilege records for the out-of-box article templates granting read access. Article Optimization relies on these cross scope privilege records to be able to analyze the content of the article.
For each custom article template, create a record similar to the existing ones. Remember: the Target Name field on cross scope records is a string field, so be sure to double check the spelling of the table name.
Advanced Knowledge Article Editor
The Advanced Knowledge Editor uses the KnowledgeCenter form view. This view is automatically created for the kb_knowledge form and the out-of-box templates using the out-of-box fields. If you’ve added fields to the default views for either the kb_knowledge form or the out-of-box templates, you will need to add them to the KnowledgeCenter view.
If a KnowledgeCenter form view does not exist, as they won’t for custom templates, the advanced article editor renders the content using the Default form view.
It does take some time to get familiar with modifying articles in the Knowledge Center, as any non-HTML fields are displayed in the left pane and HTML content fields are displayed in the middle pane, so fields may not be in the same spot as when looking at the native view.
Knowledge Analytics Dashboard
On the homepage of the Knowledge Center, under Knowledge features, there is a link to the Knowledge analytics dashboard.
This dashboard is a replacement for the legacy home pages used for reporting against knowledge content. It requires the installation of the Knowledge Overview plugin.
