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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...
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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...
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 ...
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...
Testing KB access and wondering if user criteria is not defined what is the default user access for that KB.
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...
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...
I've been asked to suggest what Taxonomy Topics we want in our IT section and I have no idea how best to use this functionality and our devs want to do all the setup, and that means I cant play around with it. What is the best way to use this and set...
