Anyone implemented AI search on their knowledge Management portal
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.
Forum Posts
Resolved! How Often to Run AQIs?
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.
Does the "Valid to" date always have to update to 12 months in the future?
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 ...
Preventing users from accessing attachments on retired articles
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...
What is your experience with allowing or disallowing approval of self-authored articles?
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...
Ownership Groups vs KBase Owners & Managers for Approval Workflows
Hello Everyone, We have not yet enabled ownership groups in Knowledge. I am looking for opinions from the community.Are you currently using Ownership Groups? What are the benefits?What are the Challenges?If I turn these on, is there truly, no going b...
Fetching Only latest version of Knowledge articles in related list
Hi Experts, Need a solution for the below problem. I have table which has a related list configured for Knowledge articles.Currently,this related list if fetching the KB articles with all versions.I need to fetch KB article with the latest version ...
Article attachments in the attachments widget.
Hi, hoping someone can help. I am seeing an issue that whenever an image is pasted into a Knowledge article it then uploads into the attachment's widget/ sidebar. This is problematic especially with longer docs where multiple images have been added...
How do you get rid of knowledge categories with an empty parent ID?
Fairly new to SN and learning through trial and error. I am outputting knowledge articles from Robohelp and publishing them to ServiceNow. It seems fairly smooth - except I end up with duplicate knowledge categories (I think) and perhaps this ends up...
Additional functions in Knowledge Articles
Has anyone added dropdown menus in knowledge articles with links to anchors that take the reader to a certain section of the article. Also, has anyone added tabs within a knowledge article allowing the reader to click on a tab to view information sp...
Resolved! Customer visible Feedback Task notes not getting to the customer - How is this supposed to work?
We are keeping up on our feedback tasks in order to improve our overall knowledge catalog but are running into the challenge of not being able to reach customers through the form in "customer visible" notes area. We check to see if the feedback subm...
Resolved! Knowledge Article : Related Lists
Hi All, What is the use of the HR knowledge to location type and HR knowledge to companies in related list of a knowledge article.#knowledge management
Bulk Update of Knowledge Articles using List Editor
Hi, I have had a few examples recently where I've needed to bulk update knowledge articles - for example changing Category and Valid To dates on dozens of articles. At the moment the only way for me to do this is manually one by one, or submitting a ...
Knowledge Management Test Cases (knowledge portal)
Hello Everyone, I am looking for some test scripts for knowledge testing. Is anyone able to share what you use for manual testing?Also if there is one specifically for Knowledge Portal testing that would be appreciated.
Use case request: Allowing External Customer Access to Knowledge Articles in a SN instance/portal
We have a sales contract renewal use case for an external customer that wants access to our internal "lessons learned" Knowledge articles regarding different software applications. Currently, only our employees have access to our SN instances - is th...
