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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...
We have recently upgraded to EC Pro and are now utilizing microsites. I am attempting to determine the best method for reporting on user visits to these microsites.I would be grateful if anyone who has successfully reported on microsite visits could ...
If your Knowledge managers are not used to review and approve the publishing and retiring of articles, then what are their daily duties?
Do you have Knowledge Managers review and then approve articles to be published to ensure they are well written, conform to your standards, etc. or do you let articles be instant published? Has anyone had to switch from instant publish to havin...
At a previous position, I remember having a button that would check that the links in an article open in a new window. Obviously, we would do this as part of the approval process. Does anyone know the name of that plugin/feature? They possibly custom...
I'm attempting to make a KA available to the public from our login page to aid in resolving login issues. We currently have the Knowledge Management - Service Portal up and running but following the documentation below we have been unable to present ...
Has anyone tried expanding and collapsing content in Vancouver? Does it work?
We have on the articles the Configuration item.When the user creates the article and selects the Configuration item, we have the ownership group populate with the group from the Configuration item.The issue we face we save the draft kb article and we...
Hoping someone can give me some guidance! We have multiple knowledge base instances which are managed separately (and by different teams), but there are some articles that are similar - so when a change is made to an article in 1 instance, we are loo...