Backend vs Frontend Taxonomy

[drosenst2]

In your experience, how do you all differentiate the browsing/filtering structure for the backend vs. the frontend taxonomy for knowledge articles? Is it exactly the same or different? Do you match that structure in other HR/IT applications across the board outside of SNOW? 

Also, do you see a big difference categorizing every article to help with Now Assist/Chatbots/AI in general?

I have a lot of thoughts and experience doing this, but don't want to bias the conversation. Any feedback is greatly appreciated.

[Tanushree Maiti]

Hi @drosenst2 

• Backend (Native Platform/Classic UI):
• Structure: Uses Knowledge Bases and Categories (kb_category).
• Purpose: Focused on management and reporting
• Filtering: Primarily list-based. Agents filter by specific fields like Author, Knowledge Base, or technical subcategories. 
• Frontend (Service Portal / Employee Center):
• Structure: Uses the Unified Taxonomy (Topics and Sub-topics) or Portal Categories.
• Purpose: Focused on user experience
• Filtering: Uses "facet" filters (e.g., by Topic, Content Type, or Rating) and breadcrumbs

Ref: https://www.servicenow.com/community/knowledge-managers/different-views-of-knowledge-base-categories...

https://www.servicenow.com/community/sam-forum/what-s-the-difference-between-front-end-vs-backend-ui...

[drosenst2]

This was all so helpful. Do any of you know if ServiceNow has like a 'best in show' example(s) that I can look at for front-end navigation? Basically just ServiceNow home pages with knowledge and a front end taxonomy. Thanks all so much.