Xanadu Release
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.
Knowledge Managers
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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...
Resolved! Seeking Advice on Knowledge Article Structure for Improved User Experience
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...
out of box ownership groups but only on one knowledgebase
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...
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...
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 ...
Expandable content, how do you accomplish that?
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
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 ...
How not to lose the text we entered in the comment box if we click out of the box ?
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.
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?
Seeking Advice on Translating ServiceNow Knowledge Blocks: Challenges and Best Practices?
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...
Apportioning Knowledge Article deflection success by category
Hi All, We're using the Knowledge article deflection metric.Formula: customer has viewed a knowledge article and not raised an incident within the next 24hrs = 1 deflection We can see that there appears to be quite a lot of successful self-service ta...
Resolved! Taxonomy in Employee Center Pro
Hi, I have a question about how taxonomy in employee center pro works. We currently have a taxonomy built with topics. My understanding is that categories are created in the KB level and they can be "routed" to the topics in the taxonomy by selecting...
Review process for articles to the public KnowledgeBase?
We are trying to implement a review process for created or edited articles before publishing them to the public KnowledgeBase. Has anyone else done this? What have you done? Our current plan is to create a new Knowledge role, like "knowledge_public_r...
How to use Knowledge blocks within a Article when using content publishing and rich content
Hi Can someone guide me on how to How to use Knowledge blocks within a Article when using content publishing and rich content. I am using content publishing (my starting point) to create an article, using rich content. I am able to use the features t...
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