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?
Forum Posts
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...
Resolved! Links to Knowledge articles
Hi folks, I'd like to know if the link for a knowledge article is stored in a field that I can export or if it is generated solely on the fly. I have report of knowledge articles (outside of ServiceNow) that I would like to not only include the artic...
Which module is this?
I would like to know, which module is used for docs.servicenow.com? Is this a Knowledgebase?
Date Range on Knowledge Use Report
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...
Standard banner usage for Knowledge Articles
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...
Streamlining Knowledge Article Approval Process with Content Owner Validation
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...
Report for Number of Unique Users of a Knowledge Base for This Year
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...
Name of Author shown on KB for all to view
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...
Links to Other Knowledge Articles in an Article
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...
Downloading articles
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 ...
