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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...
Has anyone experienced the Taxonomy topic in the Taxonomy_topic field being removed out after you checkout an existing article to make a new version or if you click 'translate' and create a new draft of an existing translated version? What is odd to ...
Hi All!I am a Knowledge Manager building a solution for GBS structure. There is a need to have a secure, controlled governance of articles, so I decided to do the following:Create ownership groups for HR, Marketing etc to ensure creation of content r...
Hello again people.Another question...so having been thrown in the deep end with managing the knowledge process, of which I've zero experience, I want to review what we currently have, as it seems that the majority of the organisation doesn't' engage...
Good morning,I attend Knowledge last year and was amazed with how much information is given out. I was a bit bummed that there was not too much in regards to Knowledge Management.Is there anything specific that is a MUST see for this years Knowledge ...
Hi, I was steered to asking this question in this forum. So I've been given the knowledge process to manage, and I'm totally inexperienced with this, other than known errors as part of running Problem. One area I want to look at is seeking greater en...
Our knowledge articles are written in Dutch and English (setup according to the best practice from ServiceNow).When we want to move a knowledge article to another knowledge base, the Knowledge base field is greyed out.When we try to move a knowledge ...
Hello, How do you guys do to know if an Knowledge article has been used to resolve an incident/ticket within SN? I handle Knowledge for an IT Service Desk and we have alot of Knowledge that should only be seen by our Service Desk and not end-users. I...
HI, We are on Washington DC (upgrade to Xanadu in March) and we use Service Operations Workspace.Is there a way when users search knowledge in the Service Operations Workspace to limit the knowledgebases to search?We know we can limit what they searc...
Sorry for cross-posting but I feel the topic fits this forum and I'd like to see what people think about this. Did you know about it? To paraphrase 'we can't measure relative popularity any more because over the length of a mature knowledge base the...
