When I started out on this journey of creating Knowledge Articles, I looked at the format of our templates and decided that, as H1 was actually bigger than the Title of the article, I encouraged my authors to use H4 for headings. This may have been ...
Hi, Does anyone have any tips and guidance or established ways of working out a knowledge teams productivity, to ensure you have the correct number of heads to support the volume of work? For example the average time it takes to create a new article,...
Is there a way to add a Bookmark to the Tiny MCE editor in ServiceNow?We recently began using knowledge blocks and there are 1-2 that I'm adding to articles as I update them. It would be much more convenient if I could create an icon and then click i...
My company just turned on Ownership Groups. We already have a very limited number of approval groups (7) that can approve articles.How do I determine which of the 479 Ownership Groups to select when writing a new knowledge article or updating an exis...
Are the knowledge academies still going? I've tried to dial into the zoom call but there is no one there the link on service now is still live to sign up to the calls ServiceNow The link i'm using to join the call is Knowledge Management Academy I'm ...
Hi,We are currently updating our knowledge base and defining standard practices for KBA creation- Readable font with standard size, neutral color scheme for text and background. Would like to know some insights on these practices for KBAs. Thanks in ...
Hi,Help needed! We want to know how many new knowledge base (KB) articles are published per month. By "new" we mean v. 1.0 articles that have never existed in the KB. I thought the "created" date would indicate when an article was first published, b...
I've been trying to explore use of META tags on Knowledge Articles, however for some reason not able to get them to work. On my PDI I added a few meta-tags for two of my knowledge articles and assumed that if I search for the text in those meta tags,...
I have two Knowledge Articles, Topic A and Topic B. The Purpose and Intro statements are similar enough they could be easily rewritten to accommodate / cover both topics. What I would like to do is place two hyperlinks after the Intro statement that ...
Hi all, I have trained the "knowledge similar articles" similarity definition successfully. However, when i try to search an article's short description(exact short description which exists) in the knowledge results for similar articles, the articles...
There are several knowledge articles that are linked within Dashboards (and of course, nobody tells the Knowledge Manager they've done this) and I am updating KBs to new templates that I have built. In this process, once the new KB has been built wit...
We are currently on Rome, but upgrades are being discussed for the near future, so I can wait a bit if the answer is in a new release. Our organization uses a lot of acronyms, and they often duplicate across different business areas (same letters, di...
Hi community, do any of you know how to change the Knowledge feedback form, that appears when rating X stars or lower, clicking Not helpful etc? We would like to change the wording a bit, adding a disclaimer etc. many thanks in advance /Tommy
Good morning, I need to clear the badge expiry date of many users on the sys_user tableand I need to understand if there is a way to replicate the same date on some,because it is the same and avoid doing them individually. Thank you
Hello, New to KM and ServiceNow. I am working with project delivery teams to transfer their knowledge to our new ServiceNow knowledge bases. Wondering if anyone stores their technical documentation in their internal knowledge base? If they are alread...
