Allowing Users To Create KB Articles from Employee Center

[JasonParsonsTEI]

Hi all, apologies if this is the wrong section for this kind of question, my company has been looking to use KB articles across more departments, as currently, we have them primarily for IT self-solvable problems, but we want to open it up to allow users from non-IT departments to create their own KB articles, however, our non-IT user base is only familiar with Employee Center, and we would prefer to have it just be an employee center page that allows them to view/create their own articles as opposed to having to give them access to the backend.

At first, I thought this would be relatively trivial, but after looking into it a little bit it doesn't seem like a very common use case, does anyone know if this is actually possible and how we would go about doing this? Do we have to just be selective with who can do it and train them on the back end, or is there a way to make articles writable from the Employee Center?

Thanks in advance for any and all help/suggestions!

[Dave Littlejohn]

My recommendation would be to train them on the back end, but if you were going to make it on the Employee Center, you might be able to leverage the page "form" with the table of "kb_knowledge" as a starting point, but keep in mind of access controls and ui actions that would be needed for viewing, editing, publishing, and retiring an article.

[Peter Bean]

My suggestion would be to enable the social Q&A these would then encourage solutions which then could lead into a knowledge article. https://nowlearning.servicenow.com/lxp/en/now-platform/knowledge-management-social-q-a-paris?id=lear...

[Michael George]

My organization is in a similar situation. I was planning on having the non-IT departments just give us a word document to upload, but this has given me new ideas. I'm wondering about creating a service catalog item or record producer that would provide a simple form for the employees we want to allow. At that point it could go into a normal publishing workflow to make sure it meets our standards.