its been very difficult to measure this incident deflection success just by looking at the views and not raised after some time from deflection table, which concerning me about success accuracy, looking for a better way to calculate within ServiceNow...
We are running into a problem with Knowledge Block updates. When a knowledge block is updated, KBAs using that knowledge block have to be manually updated to use the new version. Instead, we would like the new version of the knowledge block to be aut...
How Did i change the default Sprint duration from 14 to 21?
Hello, As a best practice do people create the knowledgebase in a lower environment and then move it to production? I don't mean the articles just the knowledgebase structure (mostly what is on a knowledbase record). I thought we should create it...
We are having issues with translating some of our knowledge articles. We have been building out lengthier knowledge articles using the Amaze article builder plug-in, and it seems that when an article is at a certain length or level of complexity, the...
Hi everyone Please your help, when searching for articles with custom templates (with prefix u_kb_template) from the Employee Center portal, I cannot see the articles until I manually add the table in ALL > AI Search > AI Search> Indexed Sources > Kn...
When we create a knowledgebase, we can add a icon to help identify the knowledgebase.Where can we obtain some ServiceNow standard icons?
Does anyone have a good process for end users to suggest articles not tied to Knowledge feedback. Most people don't leave comments and don't suggest what it is they need or cannot find. How does your organization receive suggestions for articles in g...
Hi All, I have a question about a knowledge article not expiring when Valid to date is reached. The original Valid to date auto populates to a year from when an article is published. I extended it by entering a new date and selecting Update. The Vali...
Hi KBMs ! First off, lets consider these roles for the test case:Contributor : submits a KB propositionOwnership group member : Can approve the KB (1st approval of 2)KBmanager : Final approval and then the KB gets published--------------I have an iss...
When you search for one of our public available knowledge articles (search term "wur password") in Google Search it will display the same knowledge article twice in the search results.One time (the English version) with our "ServiceNow URL" (wur.serv...
Good morning, SN Knowledge Community, I’m hoping someone can help with a challenge we’re facing. We’d like to display the can_read field on the Agent Assist knowledge card in Service Operations Workspace — ideally without making customizations.Curren...
Hi everyone, From the knowledge portal's search field, I can find articles by keyword, but from the general search of the employee portal, the search doesn't generate any results. I need to be able to enable article searches from the portal's general...
Hi Everyone, I'd like to know if the Knowledge role is required to create a knowledge article, or is a user criteria defined in the knowledge base sufficient? In what case should I assign the Knowledge role? Thank you for your answers.
We are working on our Employee Center and have an extensive knowledge base between our Finance, HR, and IT teams. With 500 articles give or take across the platform we have a mix of HTML and PDF documents for SOPs, How to Guides, Videos, FAQs etc. We...
