Has anyone used ACLs/Encryption to hide fields on Knowledge Article Templates? I'm looking for examples on how this works as we're looking into Staff articles including a field only visible to Agents so that we can reduce the number of "duplicate" ar...
Can we set the default for Knowledge Blocks to have "Guest User" in "Cannot Read" ? We have a public KB and are going to use knowledge blocks to show IT escalation info on each KB. We can set this on an individual knowledge block by adding "Guest Use...
We are a "classic" KM team engaged in knowledge transfer, knowledge capture, communities of practice, enterprise search and related traditional enterprise knowledge management duties (see Knowledge management - Wikipedia). We have recently added ITSM...
We have a ServiceNow environment with versioning and multilanguage enabled.By internal convention, the source (original) document is always in English.For every English document published, we translate it into other languages.Often new documents have...
Is there any way to "weight" a specific article to be the first suggestion that comes up when someone types in a matching keyword when submitting a ticket? We have a large KB with several articles about Insurance, and I need a specific one to come up...
Hello! I'm sure there has been plenty of talk about this over the years, but I'm struggling with the logic of using blocks within a support department knowledgebase. If all members of the department are set to contribute to a knowledgebase, then they...
Do you know how to modify the republish button (for KB) to follow the same approval flow as publish? This is how the publish is configured.
Hello all,I am seeking clarification regarding the behavior of the OOB Knowledge Approval workflows when Knowledge Ownership Groups are enabled. Specifically, does enabling these groups route the Approval Publish and Approval Retire workflows to the ...
Hello. I fully understand this is a weird one, but was hoping someone might have some insight to this.We have knowledge article templates that utilize the expand/collapse functionality. They've gotten complaints that people don't know that they need ...
I have noticed that when approving articles there are different options depending on where you are at in the article. When viewing from the "Approvers" tab and you double click the "State" field to approve, deny or whatever there's a list of selectio...
In a multilanguage SN environment with Knowledge article versioning and dynamic translation enabled there 2 ways for translating article.1 ) Translation management 2 ) Localization Framework support for Knowledge BaseAbove solution are alternative to...
Is there any way we can add a feature to rename an image when utilizing the drag and drop feature within Tiny MCE to make it easier for my authors? Organizing and renaming 10 graphics named pasted_image.png gets confusing and my authors don't want to...
We are making our KB available to a new audience. The OOTB solution for feedback is that when someone marks and article as helpful/not helpful, a dialog box opens allow them to select from a list of responses. The default response is "Other." There...
When I search for something on our portal I get "recently viewed" results and "suggested" results.The suggested results display the knowledge page in an older, more backend like format while the recently viewed results display the same knowledge page...
