Hi KBMs ! We've created a new article template recently in order to add more fields and functionalities. We didn't want to make these changes in the Standard OOB template so we created a new one called Soutien TI. When I create articles with that new...
Hi all, We're interested in embedding documents (e.g. PowerPoint presentations, Excel spreadsheets) in the body of a knowledge base article. Does anyone happen to know if this is possible? The latest post is from 2023 and would require adding a scrip...
What are my options and formats for exporting KB's en masse, and not just in list format i.e. full articles with screenshots, etc.?
I've built Rich Content Pages before, but it's been a while. I see the tutorial here but is there a good video creation and modification walkthrough? I couldn't find one on you tube. Thanks.
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 th...
How is the weighting of the fields within an article and the search location weighted when searching for knowledge articles in ServiceNow?
Hi all.I say a beginners guide, I joined this team to manage problem, however I seem to have had knowledge thrust upon me with no guidance, so I'm learning as I go. I've been tasked with trying to address knowledge gaps in the public knowledge base, ...
Hi all! Long text coming up Got quite a few questions regarding Now Assist best practices for knowledge articles, and would love some thoughts. We've been looking at KB2823162 (Knowledge Article Authoring Best Practices for Now Assist in Virtual Age...
Hello All,I have a primary KB article we use daily.It consistently takes about 15 seconds to load.It gets edited quite a bit, we are up to version 181, updated at least weekly.Can having this many versions be why it takes so long?Its also referenced ...
Hi There! I am brand new to ServiceNow Knowledge Management, and doing some exploring, so I had a quick question. On the incident form under the Resolution Information tab, there is a check box for "Knowledge". What is this used for? Does it go towar...
I would like to add the Technical Support Tier 2 and Technical Support Tier 3 groups to the ServiceNow Knowledge article Can Read / Cannot Read fields. I believe it is in the sys_user_criteria.list table, which I can't access. The goal is writing a g...
Hello! We are trying to apply CAN READ criteria to knowledge categories and knowledge child categories within a knowledge base in order to limit the user audience that can access the articles in those categories. I've read info from years ago that th...
I recently tried to figure about something similar but I'm not sure the one answer there is correct, so I'm just going to try again: Re: Formatting multiple resolutions in the resolut... - ServiceNow Community ---------- In this article: Guidance on ...
We've been having an issue recently where an article with images will be published and then we'll get feedback that the images are missing and when I go back to the article it's the alt text visibile. Is there something I should be doing to make sure...
Is there a quick method to move an article from one instance to another?Our use case is to keep all the bookmark links/attachments, images and links to other articles in-tacked and directing to the new instance as we are trying to refresh the content...