@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.
What is best practice for running AQIs? Do you run an AQI on every new article or should you perform them randomly? Do your knowledge managers perform AQIs or your ownership groups? Thanks.
When an article is updated, the Valid to field automatically updates to 12 months from this date. I would like this to only happen when an article is created, so that the Valid to field is 12 months from when version 1.0 was created. Sometimes I'll ...
Has anyone found a solution to prevent users from accessing attachments on retired articles? The situation is that users tend to save the 'old' URL as bookmarks and with document viewer enabled, users still have access to these attachments that are a...
Hello KM community, We are using ownership groups for managing edit access to articles. I have had several requests for preventing an author from self-approving. Before I go and flip the switch to prevent this, I'd like to hear from the community abo...
