Knowledge Managers
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Resolved! Tags vs Meta field

Hi! We are migrating our current Zendesk Help Center to ServiceNow and I'm hoping to learn more about minimizing the impact on SEO for our content.  I would love any resources the community has connected to setting up ServiceNow knowledge for a custo...

jeanderson by Tera Contributor
  • 2999 Views
  • 11 replies
  • 13 helpfuls

Streamlining Search Results in a Single Knowledge Base

Hi All,In my organization, we maintain a single knowledge base that caters to end users, the service desk, and support teams. Here’s a bit more context:• The knowledge base includes ITIL-marked SOP articles for support teams and service management ar...

Garima26 by Tera Contributor
  • 1086 Views
  • 6 replies
  • 2 helpfuls

Resolved! KB article templates - where is the standard template?

Hi, this article mentions the 'Standard' knowledge article template https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/concept/knowledge-article-templates.html - can anyone advise why this template isn't vi...

kc1959 by Tera Contributor
  • 4451 Views
  • 6 replies
  • 15 helpfuls

Workspace initial Search for Knowledgebase

HI, Today we use the Field Services Module and Workspace.When the users search within the Workspace we want to limit them to a specific knowledgebase.If they choose to search more knowledgebase we would then offer them to toggle. Is there a way to li...

Updating a Word Article

I was unsuccessful in updating a knowledge article created in Word. I followed the typical path of opening it in Word but got an error message. Nothing else worked. I'm also unable to retire it or save any changes. The only way I know to fix this iss...

Resolved! Pre-populated HTML-formatted text on KBA template fields?

Hello all,What is the best way to have pre-populated HTML-formatted text display on Knowledge article template fields? I thought this could be accomplished using templates, but I can't figure out how to have pre-populated, standard-formatted text app...

jh1426 by Tera Contributor
  • 1029 Views
  • 5 replies
  • 3 helpfuls

Knowledge Blocks - Short Description

Hi. I am trying to change the Knowledge Block short description after the block has been published and inserted into an article. I was told that blocks don't work that way and that I should just create a new block. Does anyone know how to change the ...

JamieSuz by Tera Contributor
  • 475 Views
  • 2 replies
  • 0 helpfuls

Attachments in Knowledge Articles

hi there, I'm looking to attach documents to published knowledge articles. They are various types. Is there a way they can be either added to a searchable library or made searchable themselves as part of the knowledge base I uploaded them to? (I mana...

RHolmes123 by Tera Contributor
  • 5866 Views
  • 10 replies
  • 5 helpfuls

Using Incident Templates with Attached Knowledge

Hi, Following on the the KMUG in April about metrics I have been investigating our very low attach rate for knowledge base articles on incidents. We found that analysts are often sharing links from the 'Customer Comments' or Email functions of Servic...

Janelle3 by Tera Contributor
  • 1801 Views
  • 3 replies
  • 3 helpfuls

Resolved! Images disappearing on published articles

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...

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Maura by Tera Expert
  • 4979 Views
  • 11 replies
  • 10 helpfuls

Identifying opportunities for new knowledge

Can anyone recommend/share their practices for identifying self-service article gaps? I have been auditing Virtual Agent chat logs, high reassignment tickets, and our generic request tickets for ideas, with better success in the HR space than the IT ...

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