Not sure I put this in the right forum, but it's about managing the knowledge bases. We're just not building our our KB and I want to utilize the Valid To date to make sure the content is fresh and still accurate. But I also want to setup a workflow ...
We received great help with tying the Parent ID / category to second level of category but cannot reach to teh third.we have articles that have a Parent> 1st level> 2nd level and all articles are in that 2nd level. This is to help create a interactiv...
If you have multiple unpublished articles, is there a way to add the same block to all article via the knowledge article list?I've noticed that you can "Add Blocks" as a list item but selecting it doesn't do anything (expectation is it would bring up...
I'm trying to create a report of all the KB articles that are currently waiting for Publishing Approval. I have tried using the approval table, but that does not contain the actual KB Workflow, but when using the kb_knowledge table, I am able to see...
@Ashley Snyder - Just found your best practice presentations from 2023 and they are so helpful! I have a few more specific questions.1. What's best practice if you have one issue that may require additional levels of readers beyond end users and Serv...
I work as a Service Architect in an organisation that uses ServiceNow. To date, we create Customer Service Designs in a variety of formats such as Excel, Word or PowerPoint. Ultimately, elements of these designs that will be used in Service Operati...
Does anyone know of any good books about ServiceNow knowledge management? If possible, I would like to find something comprehensive.
Is there a way to make specific articles in a knowledge base viewable and editable ONLY by a few users, while other articles in that same knowledge base have the "can read" and "can contribute" access that are set for the knowledge base itself? Woul...
Hi All, I was wondering you could share your best practices and insights - ServiceNow kind of recommends having knowledge bases set per audience, e.g., if you have HR content both for Canada and US, you should have two separate knowledge bases. Do yo...
Hi All, Currently we have 2 Knowledge Bases:Human Resources General KnowledgeHR Analyst KnowledgeThe Human Resources General Knowledge only allows for 8 users to create articles for the whole Knowledge Base. For the HR Analyst Knowledge Base we hav...
Our Software Product Delivery Teams use our knowledge base (Knowledge V3) which is visible to all internal users marked with user criteria as *Public to publish their software release notes. All different parts of the organization will periodically p...
If I rename a knowledge category, will the category name automatically change on all that articles in that category?
Hi Everyone, Another quick question. Is there a way to see the "total" views of an article across multiple versions? I'm interested to see the overall "total" views of an article to see if I can spot trends and maybe see which techniques I'm using ar...
This is an open question about the kinds of reporting or information gathering that you do with the AI Search Analytics dashboard. My group is just getting started on this journey, and we want to hear more about how others use it.
Anyone implemented AI search on their knowledge Management portal? If yes how are the results?How much tuning we need to do before we get to the right quality results.
