Knowledge Managers
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TinyMCE Accordion - accessibility issues

HelloWe are just testing Xanadu which comes with new TinyMCE features including accordions. Someone else has noticed and posted that they don't work well with H3 headings.  I am finding the following:When viewed on ESC portal there appears to be no i...

Reporting on Articles without translated versions

Long time lurker, first time poster - fingers crossed and thanks in advance for any help anyone can contribute. In our instance we leverage parent/child translations. We have added a Country field to all articles, treating all English articles labell...

Mike D3 by Tera Contributor
  • 1119 Views
  • 12 replies
  • 0 helpfuls

Authors are not Consistent Addressing Feedback Tasks

We are having an issue where a certain percentage of our authors are not addressing feedback tasks assigned to their article(s). Obviously, this is an issue for keeping content accurate and up-to-date. We are moving towards ownership groups which sho...

rosenst22 by Tera Contributor
  • 795 Views
  • 9 replies
  • 3 helpfuls

Can't Find KB Article in Pending Retire

Hello, I'm not sure what happened after Xanadu upgrade, I found that when I retired a KB article, now it went to Pending Retire. Last week, not sure how I got there, but I accidently found the KB article showed Pending Retire with Approve button. I h...

Rum by Tera Expert
  • 355 Views
  • 1 replies
  • 2 helpfuls

Resolved! Moving a KBA from one Knowledge Base to another Knowledge Base

Hello,Our ServiceNow contains two knowledge bases - IT and Self-Service.* IT - for IT personnel access and create KBA* Self-Service - for everyone (including non-IT folks) to access self-help...etc.I created a KBA a while back under IT knowledge base...

Rum by Tera Expert
  • 1424 Views
  • 5 replies
  • 5 helpfuls

Out of the box knowledge roles

Hello I am seeking advice to help me develop an effective knowledge management model. We are very much restricted to being as close to OOTB as possible and do not use KCS in HR. There is no knowledge publishing team - just a knowledge manager (me!) w...

Increasing the OOTB Font Size for Articles

Hi Folks,  Is there a straightforward way to increase the OOTB font size from Verdana 8, to Verdana 10, but also increase all of the header sizes (h1,h2, etc...) a size too?  We recently had a developer attempt to adjust the OOTB font size for knowle...

Resolved! Actionable Knowledge Feedback

Does anyone have any guidance on getting started with actionable feedback please? We have it switched on in our instance it's just that from what I can see there doesn't seem to be consistency in how tasks are assigned to authors and how they are not...

csinnett by Tera Contributor
  • 5118 Views
  • 11 replies
  • 15 helpfuls

Resolved! When do you add Knowledge Bases?

As a Knowledge Product Owner, I'm seeking for guidance on what levers typically are pulled when approving a "new" Knowledge Base.  Why?  If a business unit in an organization wants their "own" knowledge base versus using the can read option - is ther...

cmspitzer by Tera Contributor
  • 842 Views
  • 4 replies
  • 15 helpfuls
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