Hi All, I have multiple knowledge bases, service desk agent facing and customer self-serve facing. There are some articles that are relevant for both audiences. I was using AI to try to discover if one article can be assigned to multiple KBs to avoid...
How and when is the latest flag set and the workflow state change to outdated on a knowledge base article? I am trying to write an automated test for publishing a new KB article version, but the test is failing because the latest flag is not set to ...
Hello, We're trying to work on making sure that our applications have associated service descriptions (in KB records) perhaps via configuration items (CI). Later, it was found that there are some applications that may use the same service descriptio...
I'm trying to understand the AI Search Analytics dashboard. I've looked through the documentation and found this helpful knowledge article. However, when drilling down into the top queries, I see that many of the top queries are not English. While we...
Hello,When it comes to Authors who have moved on (whether it be to another team or another company), what have you been doing?What have you been doing with the Author field?Have you been updating it? Changing it to another user? Leaving it be? Thank...
I want to create training manuals and display as powerpoint presentations within a knowledge article or post a word document rather than a straight out article. can this be done? I have a pdf within an iframe but it is clunky and exec do not like it...
Has anyone else experienced this? If I navigate to a knowledge article via a permalink in our Portal it WILL NOT show the 'Knowledge Article Helpful' widget. If I navigate via search results or from the knowledge homepage (featured, most useful, most...
Hello Experts,Need a suggestion on how can a user have access to knowledge base for create a article without adding user in "can contribute" user criteria for that particular knowledge base.If we add that user to can contribute, user will have create...
We have a HR knowledge base setup to cater for employees across multiple geographies each with different language requirements. We tested on using translation tasks and created multiple child versions of an article and found that the consumption of t...
In the Classic UI, the Category Picker on a KB article has the + at the bottom to easily/quickly add a new category. The same functionality is not available in SOW. Before I raise a case with SNOW Support, could anyone please let me know if this is c...
Looking for advice from anyone that may have an established mature Known Error process in place. We are working on putting in a formal process around Known Errors. What I know:Only one Known Error knowledge article can be created from and related to ...
Hi, I have a question regarding the use of knowledge blocks.Within our company, we use multiple knowledge bases in ServiceNow. We frequently use Knowledge Blocks in this process. We have a piece of information that applies to multiple knowledge bases...
Has anyone used ACLs/Encryption to hide fields on Knowledge Article Templates? I'm looking for examples on how this works as we're looking into Staff articles including a field only visible to Agents so that we can reduce the number of "duplicate" ar...
Can we set the default for Knowledge Blocks to have "Guest User" in "Cannot Read" ? We have a public KB and are going to use knowledge blocks to show IT escalation info on each KB. We can set this on an individual knowledge block by adding "Guest Use...
We are a "classic" KM team engaged in knowledge transfer, knowledge capture, communities of practice, enterprise search and related traditional enterprise knowledge management duties (see Knowledge management - Wikipedia). We have recently added ITSM...
