I am working on updating and increasing our use of reports in relation to our Knowledge Base and the usage of it's articles. I have one of the OOB reports labeled "Monthly knowledge views by author" that shows the usage of articles broken down by the...
Hello all! Wondering if there's a standard protocol for banners in Knowledge Articles. For example, some benefits-related articles have a specific banner where others in the same category do not, and general KAs seem to be across the map. Are there b...
Hi, We are going to follow a standard practice where knowledge articles, upon creation, are automatically assigned to the Knowledge Base Owner and Manager as approvers. These individuals are responsible for ensuring the article adheres to our style g...
I'm trying to create a report that lists off the number of unique users per article in a knowledge base. I found this post with a solution that works, but it only lists a few articles in the base before grouping everything in "Other." I have 70+ arti...
All of our knowledge based articles show the author's name or who the article was revised by. This makes the employee often bypass the system and reach out directly to the author to ask additional questions. Is there a way to hide the name of the a...
I was wondering how other KMs handle links to other knowledge articles that are in the body of an article. We have a lot of "if then" articles such as:Perform these stepsStep 1 do thisStep 2 do thatIf you get this error, see KB1234. If you get that...
Hi, I just joined and have a question on downloading/exporting KBAs.I know the only way OOTB to export an article is to 'print' it as a PDF. But what if we wanted to have an editable - docx - copy? Has anyone successfully implemented a customisation ...
Does anyone know when the recording of the Knowledge Management academy zoom call will be uploaded to you tube. The call was on the 10th September but I cannot find it yet. There was a lot to take in from the Xanadu update and I want to look back at ...
Good day team members Hope you are all well today, just a quick one, i have created a demo and has been completed and available for viewing however when i just login now i find the below message, does anyone maybe know what could be the problem?
We allow users to subscribe to articles but not knowledge bases. Users get a notification email that 'article x has been updated' but have no way to see whether there has been a fundamental change to the copy or whether the new version was just a ty...
I'm reporting on table cxs_rel_doc_detail to identify articles where agents have clicked "This helped" but I can't find a way to show the workflow for each one - i.e Published, Draft Am I missing something obvious, or is there another table that give...
We have been using ServiceNow for a couple of months now, so we have not had any production knowledge articles to reach their default valid-to-date of one year. My understanding of OOB is that on the first of each month, notification email will be s...
Looking for closed captioning guidance active to toggle on and off in a video knowledge article. Currently: Created recordings using StreamUsed Clipchamp to create the .VTT downloadable file containing the closed captioningLose the closed caption whe...
We are currently creating a workflow for the Valid To expiration for KB articles.We are using Ownership Groups.We would like to create a notification to the ownership group at 30 days (one notification email with all articles listed with links to op...
Hi, I'm hoping someone can help. Overnight it seems, end users lost access to KB articles. They cannot access them via direct link, they cannot access them through the front end (going through Knowledge), and they cannot access via individual article...
