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...
When a customer leaves feedback on a knowledge article a knowledge feedback task is created.In this task the support office can ask the customer for more information and the customer can respond. Can the knowledge feedback task be displayed in the My...
Hi all, Does anyone have a fool proof way to generate a report that shows the knowledge articles that have received the highest views within a specified time frame (preferably a calendar month). Any guidance would be greatly appreciated.
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...
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...
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...
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...
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...
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...
Has anyone else run into this issue? We have recently replatformed and gone completely 'out of the box' as much as possible. The OOTB knowledge dashboards and 'filter navigator' options are quite limited for authors and ownership group members. OOTB...
Hi! Does anyone here have any actual ServiceNow KB Articles for each of the Templates available by default? Would like to use these samples to further classify and eventually decide the type of Template we would like to enforce when creating new KAs....
Adding a knowledge block to an article is easy: Click Add Block and it gets inserted.Using the accordion feature so readers see a heading then click it to read the section makes it easy to find information.The issue I ran into yesterday (Jan. 16, 202...
I have a few charts around our KB, and I'm trying to determine how to interpret the charts we have around article views and searches. How would you interpret these? We have 12,691 total views in 2024 and a total of 24,961 searches. Additionally, you ...
Happy new year everyone! This is a topic that we come back to very frequently - if we should use either one of the feature to rate an article with a 5 star rating scale or Helpful/Not Helpful scale. I was combing through these forums and found that m...
Hi all,I'm looking to create an Indicator in PA (Xanadu) that shows the total number of KB article views for each month. I have, what I believe, to be most of this configured correctly, but the indicator isn't showing what I would consider to be the ...
