HI, Today out of the box feedback tasks are assigned to ownership group and the ownership group manager as the assignee. I am trying to understand the logic for this instead of just assigning to the group.Does anyone know why it this way?We may need ...
How do I post an article to a forum? It shows as draft, and I can't find anywhere to "publish" it.
How do I create table of contents and/or jump links on articles (or blog posts) here on servicenow community? Like for example what has been done here with table of contents: https://www.servicenow.com/community/itsm-articles/it-service-management-k...
I’m implementing role-based content segregation in ServiceNow Knowledge Management and need the best approach for structuring articles for our Service Desk and end users.Goal:• Service Desk sees the full article, including end user instructions.• End...
Does AI Search OOTB index the content of all file types attached to our knowledge articles?Can I check a property somewhere which states what file types are being indexed?
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...
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...
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...
In my organization, we are about to implement the ServiceNow chatbot alongside a public ServiceNow Knowledge Base, which will act as the single source of truth for the chatbot.My question is:Can we create articles in this public Knowledge Base that a...
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...
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 ...
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 ...
We are on Xanadu release, going in a couple of months to Yokohama. Is it possible for me to make a guided tour for someone with less access than me? For example, I am a knowledge manager and I have access to all our knowledge bases. Can I make a g...
Hi fellow KBMs, In the Article versions tab, when ever we edit an article, all previous versions get todays date in the "modified on" and "updated" column. The only column that seems OK is the "created" column. With the print screen attached, can you...
We just turned on Ownership Groups for our knowledge articles to test. We are experiencing an issue when someone creates a new article for a ownership group they are not in. It allows them to choose that group and save the article draft. However once...