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Searching for key words within an article body

Hi again! I have another query that I am hoping someone can help with! I am wondering the best way to identify articles that have key words within the main body of the text (not added as meta and not featuring within the short description). The reaso...

Jo_Dunne by Tera Contributor
  • 942 Views
  • 4 replies
  • 4 helpfuls

KB Article referencing external links are not working

ServiceNow has documented the issue below for all versions: View KB0778480  KB Articles referencing external hyperlinks only work if launching the reference links through the Service Portal. Some links to external URLs do not work when navigated thro...

slgonzales by Tera Contributor
  • 555 Views
  • 4 replies
  • 2 helpfuls

Email notifications for article quality index (AQI) reviews

Hi folks, We would like to use the AQI in ServiceNow, but we do not want to send email notifications when the AQI is performed. My question is, does the plug-in com.snc.knowledge_advanced simply control the email notifications for AQI? Will disabling...

amarks by Tera Expert
  • 447 Views
  • 2 replies
  • 0 helpfuls

Resolved! Knowledge Blocks and chatbots

Does anyone have experience using Knowledge Blocks with the Moveworks Chatbot? We are about to enable this feature but want to know if Knowledge Blocks will prevent our bot from delivering content to appropriate audiences. We will be using it to recy...

Resolved! Knowledge Block Permalink

Does anyone know what the URL format would be for a direct link to a knowledge block?  I know how to do it for several other formats such as KB, story, and SER but not for KBB.  The reason I am looking for this is that I often do exports to Excel and...

mbernste by Tera Contributor
  • 993 Views
  • 8 replies
  • 2 helpfuls

Resolved! Process of adding KBAs to featured content

We currently don't have any KBAs in the featured content, but we plan to utilize this option. I would like to understand the process around it. What are the best practices for this? Should the author be responsible for adding the KBAs? How should we ...

hide some attachments

Hi. I want to add some attachments to a knowledge article that users can download. That works out ok but the Attachments list displays all screenshots in the article - not what I wanted to see. Is it possible to hide some attachments in the list and ...

Knowledge Management Best Practice metrics

I am new to Knowledge management and have recently assumed the responsibility for a large number of knowledge bases and approximately 16,000 articles.  I am looking to obtain some insight on knowledge management system best practice metrics/threshold...

Kris Jones by Tera Contributor
  • 1517 Views
  • 1 replies
  • 0 helpfuls

Preparing your articles for consumption by AI

Hello all, I am keen to future-proof my articles for consumption by such technologies as Moveworks or ServiceNow's own AI search assist.  How can I optimise my content so these technologies can trawl for relevant 'snippets' to surface in a chatbot (f...

External Content - Related Item

I'd like to add an External Content item as a 'Related Item' to a Knowledge Article, just like you would for a Request or another Article. My External Content item does not show up in 'Related Catagory Item' or 'Related Article'Is there a way to do t...

How to identify critical knowledge articles

In our system, there are articles containing critical information, such as a Compliance hotline article, employment notices, and policies, which need to be flagged for high importance and should be published. What is your process for identifying crit...

rosenst22 by Tera Contributor
  • 206 Views
  • 1 replies
  • 0 helpfuls
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