Hi folks, I just wanted to see if others had come across this. As we've been exposing our KB to our community, we are finding people are more and more using the Knowledge Feedback Option of Helpful:No and commenting in lieu of submitting a ticket. I ...
Hi All, I am seeking some clarification on the use of this role in SN Knowledge. As a knowledge admin in SN, am I able to use knowledge_view_as as an impersonate method to troubleshoot reported view or access issues in a PROD instance?
We are working on improving the information on the To-Do List for article approvals. What information have you found most useful that can be added to that tab? It seems strange that out of the box it is just the article name and number when we'd like...
Hello,Is there a way to see Collapsed mode and the collapse/expand function in the TinyMCE while approving it?In View Article, you see arrows to the left of each heading. However, article reviewers and approvers are not seeing the arrow.Is there a wa...
Hello, looking for any experiences with automatically retiring low use articles.how did your org define low use? (views, edits, ratings, etc)SN changes article status if a KB exceeds the annual review date- seems it could also retire them if low usag...
I want to create staff training manuals in service now different subject matters - we are local government. Do you have a sample you could share showing layout and design. I don't want constant scrolling or to use pdf or word documents anymore.
We love the ‘table of contents’ (TOC) feature in ServiceNow Knowledge Base articles. However, we feel it is missing a convenient auto-update feature that triggers when you hit the update/save button in a KB article. Any thoughts on this? BestTom
I have started using tags to highlight certain characteristics in knowledge articles and manage the work of my team outside of the approval workflows. I set up tags using the My tags screen and then add the tags column to my list views. I have found ...
Actionable Feedback TasksOut of the Box Feedback Tasks are created for “Flagged” from Workspace and KM Portal.For comments can these also create feedback tasks?Is there a downside to creating feedback tasks for comment?We want to do this as the Flagg...
I’m the Knowledge Manager, and I review and approve knowledge articles. Before publishing, I need to send them to staff in other departments for feedback and input. Currently, I copy and paste the articles into an email, but the formatting doesn’t tr...
Newbie here and I'm getting frustrated and hoping I can find the help here that I need. I'm trying to do 2 things: 1) Embed PDFs into knowledge articles from Documents/Documents. Is there any way to either embed, link, or attach a PDF from Document...
Are there any screenshots of the TinyMCE toolbars from the Xanadu release? I've been told there are some enhancements such as including the accordion, but I'd like to see them so I can relay this information to my manager.Thank-you.
Hello,I recently took over managing the response templates we use in Customer Service Management (CSM) under Knowledge Management, and I’m having trouble understanding how to set them up correctly and their intended purpose.I see that there are sever...
Hi ServiceNow Community,I'm leading a knowledge management workshop and we've encountered a common question regarding the optimal number of knowledge base articles. The concern raised is that a large number of articles could negatively impact searcha...
Does anyone have the link to the recording for the Knowledge Management Academy that occurred on Septemeber 10, 2024? I can't find the recording.