Resolved! suggestion to a beginner
I am into ServiceNow as a beginner. Can you give suggestions to improve?
Forum Posts
Resolved! knowledgebase and article subscription
For the subscription feature, is there a way to limit subscription feature to specific knowledgebases or articles.Where would we configure this.
Best Practices for Articles in Different Languages
I'm hoping someone can help. I am a new Knowledge Manager in an HRSD kb. We don't have translations turned on yet but have articles translated through a professional company. I am trying to figure out the best practice for articles that have 2-3 diff...
Agentic AI for Customer Support Automation
1. Customer Support AutomationProactive Issue Resolution: If a player reports a payment failure or ticket purchase issue, Agentic AI can:Detect the root cause (e.g., payment gateway error).Trigger a workflow automatically.Notify the customer without ...
Skip approval workflow
Hi all I would like to check whether it’s possible to bypass the workflow for articles where only the valid-to date has been updated and no content changes have been made. If an employee is only extending the valid-to date, can the system detect this...
Connected content issue
Hi all,While cleaning up articles to ensure they are tagged with the correct Portal topics, I came across an issue.Some articles show a Portal topic on the article page, but when I go to Connected Content to remove it, the topic does not appear there...
Knowledge Base and Chat Agent
Our Service Now team have configured the chat bot feature so there is a standard answer about the password complexity if the user types in 'password'I've asked them to see if they can change this behaviour so that it instead searches the KB for any a...
Modifying Accordion Font Size
Is there a way to adjust the default font size for the Insert Accordion feature in the TinyMCE editor? I understand that font type and size can be configured through System UI Properties, but I don’t see any option to change the accordion’s default f...
All KAs and their average click rating
Where do you find average click rating to show in a list report? We have a requirement for a list report showing all the knowledge articles by their KA Number Short Description (title), Category, Can Read / Cannot Read, Country ISO, View Count Aver...
Is Genius Results Stealing View Count?
Hello,When Genius Results provides an answer, and the user resolves their issue without clicking the attached article, does that interaction count toward the article’s view count?I’m concerned that if Genius Results satisfies the user without a click...
use of artificial intelligence
hi team as a revolving technology , power bi ands new analytical pmo tool like asana, are no wrevolving technology but leads to loss of jobs on india. most project mannager are degrading or lost their jobs , please suggest what to do next and any re...
How do I format the Knowledge Article title on Service Portal?
Hi guys, how do I set the standard presentation format of the title (Short Description) of a Knowledge Article on Service Portal (/sp)? I thought I would find this easily, but can't seem to find the answer anywhere. Any help appreciated! thanks in ad...
feedback tasks assigned to ownership group but assignee is not a member of the group
We use the Knowledge Management module.A feedback task is created . We are using ownership groups.The feedback tasks is assigned to the ownership group and the manager of that group.When they reassign the feedback tasks they noted they see the author...
Resolved! SharePoint Repositories as part of Knowledge Strategy- Some Questions
Happy 2024 everyone! May 2024 be kind to all of us.We are looking at implementing a document repository on SharePoint to complement our knowledge base.Hoping to learn from your experience on this topic. 1. How well/not well is it working for you? Wha...
Knowledge Management Dashboard - Click through rate and average click rank
We have many separate knowledge bases and would like to get the click rate/rank on each separately as needed. The PA widgets for the KM dashboard only let you change KB categories. I would have to select 27 categories every time I want to see this ...
