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...
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 ...
Hello All,Our ServiceNow just got upgraded to Xanadu and as a KM Manager role I can see Platform Analytics. Some questions:1) Is this only available to specific roles like Admin, KM managers....etc.?2) Can this be made available to more teams, variou...
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,...
