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...
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...
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...
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.
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...
Hi ServiceNow Community, I'm looking for advice on structuring knowledge articles to improve the user experience for our employees. Currently, we have two sets of documentation: system-specific manuals (e.g., for SuccessFactors and ServiceNow) and pr...
Hello, We want to use the out of box ownership groups but only on one knowledgebase at this time.Is there away we can do this?or do all the knowledgebases on the platform need to use the ownership group?We do like for some knowledgebases for feedbac...
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...
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 ...
Hi,Does anyone have knowledge or any tips and trix on how to create expandable content (Q&A) in a knowledge article? Is there a specific HTML-code to accomplish that?Kind regards,Cristina
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 ...
When we enter a comment using flag the article on EC and SP KB portal, if we click out of that box, we lose the box and the text that was previously entered. Can we configure it so that the box stays there unless the CANCEL button is used ? Thanks.
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?
Hi everyone! We’re looking into translating our ServiceNow Knowledge blocks to better support our global user base. Has anyone here gone through the process of translating Knowledge blocks? What challenges did you face, and what tips or best practice...
