Hi! Has anyone experimented labeling a knowledge article internal or external? Either through a custom solution or some other clever way. Background: We currently have two knowledge bases per customer (we're a consultancy). External base (usually abo...
We have a challenge in our org and I am hoping to get some direction;We are working on developing reports / dashboards for different leaders within our Service Desk and are finding they don't have access to view anything that was built off of any of ...
Hi All, I have multiple knowledge bases, service desk agent facing and customer self-serve facing. There are some articles that are relevant for both audiences. I was using AI to try to discover if one article can be assigned to multiple KBs to avoid...
Hi,For those who use different templates, once a KB article is published, can you switch from one template to another ? Use case:Article created with the QA template, fields: Question and AnswerThen this article is seems to be more a break and fix ...
When our authors paste content from Word, emails, or AI tools into the knowledge editor, it always seems to get weird when published. Font sizes for instance. There's the "Clear formatting" button that fixes it, but we'd love to skip that manual ste...
Hey! If a Resolution field has more than one resolution in it, should each one have a heading (H2/H3), or is a bold title correct? Especially in terms of AI search / NowAssist. Either: (With bold text) Option 1: Restart the Teams appClose Teams compl...
Hey! I’m a bit confused about the whole metadata / keywords / tags topic in ServiceNow KM.In different videos and material I see things like “Use meta and tags on knowledge articles for relevancy. AI Search utilizes meta and tags for relevance.” Soun...
Is there an efficient way to move Confluence docs to ServiceNow? We're making the move to SN, and moving all the knowledge has me stumped. If there is a tutorial or clear instructions, that would be amazing.
For Feedback Tasks, members of the knowledge article ownership group should be able to view and work the feedback tasks.From the fulfiller view menu, members of the ownership group don’t see these menus.I see that the menu needs the knowledge role.In...
Hello Team,I have Deactivated some of the Knowledge Bases, But still it is showing in the Employee Centre. To Make it not visible in Employee Center, Do I need to Delete the Knowledge Bases?Best Regards
Hi all, the current ppt KM workshop material is from Washington, does anyone know if a new Zurich version is planned anytime soon? Specifically considering the introduction of Knowledge Center. Thanks in advance! /Tommy
Hi! Does anyone here have any actual ServiceNow KB Articles for each of the Templates available by default? Would like to use these samples to further classify and eventually decide the type of Template we would like to enforce when creating new KAs....
Hi all.Our org is looking to bring in Now Assist, they're wanting to use this GenAI agent for Incident, problem and MI.For Knowledge management, has anyone had any exposure to Now Assist, and if so how did you find it? Was it plain sailing or where t...
Hi all, I need a help to understand the below scenario : Translated versions (Attached screenshot for reference) in service now are separate articles in different languages that contain the same content (e.g., one English main copy and others in diff...
We are following the KCS framework for knowledge management. We want to use knowledge article subscriptions but our knowledge authors don't want to be auto-subscribed to articles that they author or update. Thanks,Adam