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Forum Posts

Resolved! Views vs Use in kb_knowledge Table

Can someone explain to me the difference in the View Count and the Use Count from the kb_knowledge table? kb_knowledge View Count = views over the duration specified in the properties (usually last 30 days)kb_use View Count = views over the life of t...

Cari3 by Tera Contributor
  • 3151 Views
  • 6 replies
  • 6 helpfuls

Enhancing Self help KBAs

Hi, We are planning to improve our self help KBAs. The policy is to review the articles once a year.As of now, the usage is almost negligible. It would be great if i could get some insights on how you spread the knowledge created, and how to make sur...

Generate report showing unique article views

I have a report that shows the total number of views per month for the year, but they count all views and not unique per user. I'd like to see the number of unique views we have to get a better reflection of traffic. If I open the report and group by...

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Keszia by Giga Guru
  • 1567 Views
  • 5 replies
  • 5 helpfuls

Restrict Configuration Item field to specific type

I am working on a migration project which will bring CMDB and Knowledge Management to ServiceNow. As I look to re-create the article types from our current knowledge management application, I am trying to figure out if I can add a CI field, but only ...

Resolved! How to Check In a KBA

I am looking to check in a KBA without publishing it so another knowledge developer can complete what I started.   Currently if I create a draft KBA and save it (without publishing), my colleague cannot edit it until I publish it and they check it ou...

GlennBowman by Tera Contributor
  • 1048 Views
  • 3 replies
  • 3 helpfuls

ServiceNow Certifications for Knowledge Management

I just earned my CSI KCS (knowledge centered service) certificate and now I want to focus on ways to improve my company's use of Knowledge Management within ServiceNow. We will be implementing Knowledge Blocks within  Utah soon. Once that takes place...

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