My team is writing procedure articles for junior IT support staff, and we would really like to know if they are reading the articles. We can't rely on View Counts to get insight into article readership (one article had well over 150 views before it w...
Hey all! Let me expand a bit on my request... in our HR KB we leverage a Country metadata field on all articles, super helpful for a global company and having it as a search filter. Global is one of the country choices as well as every country we hav...
We are trying to utilise knowledge articles to aid in a cyber security campaign.One of the requirements from our cyber team is they don't want staff to be able to find a phishing article by themselves, rather only be able to find it by clicking their...
Hey folks! We're trying to gauge the value and impact of our knowledge articles and we would like to have a metric around which articles, if any, are driving a case deflection. We understand there isn't an exact way to do this, but getting "an idea" ...
Hello, How can I add a field for Assignment Group to the knowledge creation form (as seen in the second screenshot in this article: https://blog.crossfuze.com/servicenow/how-to-create-effective-servicenow-knowledge-base-articles.) I don't see this fi...
Have you done any configurations with the existing TinyMCE editor to get additional options? Or, have you found another editing tool that you have enabled instead of TinyMCE and gotten better formatting options? Like many of you, we have long strug...
Our text editor for knowledge articles normally defaults to Verdana 9pt for paragraph text, but for some of our team members, it is Verdana 8pt. We cannot seem to figure out why or how to change this. The interesting part is that if the html in the a...
Re: Number of days (integer, default 30) used when summing article views (glide.knowman.view_age.days) I know I've asked this before, but it keeps coming up and it is NOT clear to me or anyone in my group. We need to understand the consequences of th...
Hi everyone,Can anyone let me the difference between 'Use count' field in 'kb_knowledge' table Vs 'Used' field in 'kb_use' table. I believe it gets updated whenever a knowledge article gets attached to any record like Incident.However, when I am chec...
I've poured over ServiceNow's certification paths for various topics but I did not see one aimed at Knowledge Management. I already have a KCS certificate (2024) and a technical writing one from UCLA Extension (2004). What I want to learn are ways im...
This may be a trivial question, but I cannot find anything in the ServiceNow documentation or online so far. What is the purpose/role of the "Category Owner" when you are creating a Category or Sub-Category?Do they just have the ability to create sub...
What are my options and formats for exporting KB's en masse, and not just in list format i.e. full articles with screenshots, etc.?
I have our GRC team wanting to utilize their GRC module for Policy Compliance for all of my agencies Knowledge documents pertaining to Process, Procedures, and Standards. Non of these documents are security based so I am a little confused on why the...
Hi, Known Error means several things in our environment: We have a Known Error Knowledge Base – the repository where the article is stored, articles in a particular Knowledge Base follow the workflow and visibility/access settings for that Knowledge ...
We are looking for a solution to an issue that we have with the appearance of graphics in knowledge articles in our Employee Center portal. The images appear differently in the portal vs. in the Service Management tool. When we create an article in...
