Hey!
I’m a bit confused about the whole metadata / keywords / tags topic in ServiceNow KM.
In different videos and material I see things like “Use meta and tags on knowledge articles for relevancy. AI Search utilizes meta and tags for relevance.”
Sounds good. But what does this look like in practical terms?
If you have 1,000+ knowledge articles across one or multiple knowledge bases:
Are you actually adding keywords / meta / tags on articles?
Is it structured?
Can everyone add them?
If yes, doesn’t that just turn into tag chaos?
If no, who governs it? The knowledge manager? A central team?
How much operational admin does that create?
To me, the bigger impact seems to come from: Knowledge actually existing, clear ownership, single source of truth, good structure and formatting, strong titles and problem statements, etc...
Of course, if one could it all then sure. But is it worth it over other things? I'd love some feedback and thoughts!
Does (structured) tagging/meta actually matter for AI Search and Now Assist relevance in your experience?
Thanks!
