Knowledge Managers
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Forum Posts

What does your Knowledge "Data Governance" look like?

I’m looking to understand what everyone’s Knowledge Governance looks like at their company — or if that even exists? Does ServiceNow provide any guidance on how to best maintain article integrity, lifecycle, and process for authors? For example, we h...

nebula by Tera Guru
  • 1510 Views
  • 8 replies
  • 5 helpfuls

KCS Knowledge articles

 Hi all.Does anyone here have experience of KCS within your org who may be able to offer advice?Currently, when a first line team resolves an incident and there is currently no knowledge article that supported them, they tick the 'Create Knowledge' b...

RogueFader by Tera Expert
  • 768 Views
  • 5 replies
  • 3 helpfuls

Catalog Request for Knowledge

Good afternoon, I am looking to create a Catalog Request for Knowledge Items. For example, if someone is requesting a new Knowledge Article to be created (i.e., someone from the ServiceDesk is requesting the Ownership group to create a knowledge arti...

Resolved! Knowledge Category/ Taxonomy

Hi all.Just looking to get a steer from someone wiser than I on how they went around creating knowledge categories. The knowledge process was handed over to myself, however when I review what categories people chose when creating a new article, there...

RogueFader by Tera Expert
  • 1510 Views
  • 12 replies
  • 11 helpfuls

Resolved! New knowledge template does not appear

I followed the steps in the ServiceNow documentation to create a new template in the knowledgebase. The template is set to Active and marked as True for Active in the list of templates. However, the new template does not appear. How do I enable my ne...

Jannises by Tera Contributor
  • 942 Views
  • 4 replies
  • 3 helpfuls

Resolved! Using form templates to help format knowledge article

HI,We are using the form templates  to help us format knowledge articles. https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/form-administration/concept/c_Templates.htmlFor new templates we want to create we can n...

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Knowledge Article Scorecards

Hello,Are there any Knowledge Article scorecards included in the "out of the box" experience in the Xanadu release? I'd like to improve our knowledge articles and know where to focus our efforts. A scorecard could help as part of the solution. I'm ju...

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...

rebeccacook by Tera Contributor
  • 176 Views
  • 1 replies
  • 0 helpfuls

Platform Academy replacing Knowledge aAcademy?

Just checking if i am doing the right thing. I used to dial in to a Knowledge Management Academy each month that talked through new features within the Knowledge module of ServiceNow. As a knowledge admin I found these sessions fantastic to understan...

Resolved! Ownership Groups view articles they own articles

HI, We are using knowledge articles with Ownership Groups.Out of the box how do Ownership Groups view all the articles they are listed as the Ownership Group. I don't see a menu item for this like the one for "Feedback tasks assigned to me"My users w...

Resolved! Access to Make this Current button on articles

In the ServiceNow documentation, it says the roles required for Make this current button to revert to an outdated article are knowledge base owner, knowledge_manager, and knowledge_admin.  After we enabled Ownership groups, this seems to have changed...

laura_p by Tera Contributor
  • 737 Views
  • 8 replies
  • 2 helpfuls

How is relevancy calculated in article search?

Hi All, I wanted to understand, how is relevancy calculated in articles search (related search) from a HR case form. Sometimes the relevancy score shows very high, for ex: 1000+ points and sometimes it shows in 100's. I want to know how it is calcula...

kalyansonu5 by Tera Contributor
  • 2216 Views
  • 5 replies
  • 1 helpfuls
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