Knowledge Managers
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Forum Posts

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
  • 3312 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  
  • 1016 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
  • 757 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
  • 1153 Views
  • 7 replies
  • 9 helpfuls

Group Ownership

How is everyone using ownership groups for knowledge? I have been applying them at the article level so that group members can edit the same article, and all members get emails regarding feedback tasks and article expiration warnings instead of just ...

rosenst22 by Tera Contributor
  • 711 Views
  • 2 replies
  • 4 helpfuls

Approval Widget for KA doesn't provide information

The widget we have for our approval workflow shows little information. We have employee center pro. Has anyone found a way to show the approver what changes were made to an article in the approval widget and provide information on whether it's a new ...

Shaina by Tera Contributor
  • 517 Views
  • 3 replies
  • 0 helpfuls

feedback task

HI , We understand feedback tasks go to the knowledge ownership group. However we place the configuration item on the article. WE want the feedback tasks to go to the support group on the configuration item field. Can this be done?   

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