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Forum Posts

Actionable Feedback Tasks on Comments

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...

Identifying Content Changes

Hello, all! I am working on providing some ideas for our knowledge article owners around how to make changes to article content easier to identify - i.e., a step in a process was changed on an existing article. In the past, using other knowledge plat...

Sara N by Tera Expert
  • 1398 Views
  • 4 replies
  • 5 helpfuls

Resolved! PDFs in articles and Knowledge Base of documents

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...

dgerlock by Tera Contributor
  • 11594 Views
  • 15 replies
  • 14 helpfuls

Resolved! TinyMCE Editor in Xanadu

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.

Comments on Knowledge Articles - Best Practice?

I'm looking at turning on the Comments field at the bottom of the knowledge article.  For the last five years I've had them turned off and only use the Helpful button and Flag Article, which is working well. I publish work practices, procedures and p...

Laurie12 by Tera Contributor
  • 3604 Views
  • 14 replies
  • 16 helpfuls

Find a string in articles.

Hi folks,I've been searching "payment processing center" string in KB articles. But I didn't find any results, And i'm sure we've many articles which contain this string in their body.Kindly help me out to find that string. Note:Searched in Knowledge...

Community Alums by Community Alums  
  • 1121 Views
  • 4 replies
  • 7 helpfuls

Seeking Advice on Knowledge Base Creation Standards

I'd like to know how other companies choose when to create a new Knowledge Base. Is it by function, topic, or article volume? What do you all do?We are currently discussing when to create new Knowledge Bases, and I would love to hear all the ways and...

Shaina by Tera Contributor
  • 856 Views
  • 4 replies
  • 4 helpfuls

Seeking Advice on Authoring Tools for Knowledge Management

Hello, I am seeking advice from professionals who use ServiceNow as their Knowledge Management System (KMS). Summary of the Problem: While ServiceNow effectively meets the Knowledge Management (KM) needs for CSM and ITSM, its authoring tool for writi...

ZoranG by Tera Contributor
  • 1311 Views
  • 7 replies
  • 9 helpfuls
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