We are looking to move to KCS from a traditional Knowledge Base. I've been through all of the guidance from the CSI which is fantastic, but I was wondering what peoples' experiences were in doing this in ServiceNow and how long did it take to set up ...
From our IT Portal view if we add a Configuration Item or Affected Product it will show at the bottom of the article view. When go into Agent Workspace the CI does now show on the article view. Our help desk uses this field to know what CI in the Inc...
Hi,I have a requirement that multiple knowledge articles are not getting searchable in ServiceNow (knowledge>homepage) and Service Operation Workspace but those articles are appearing when we are searching it via Global search.Can it be due to some u...
HI there,We are facing an issue that somehow Knowledge Article meta tags are being ignore by ai search. My main question is if others have faced this similar issue. Is ai search able to use/read kb meta tags for the search result? Thank you for reply...
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...
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...
Hi everyone,when I am searching on our service portal via global search bar some KB article, in results there is displayed only name of the article without article number. I need to achieve to display article name and article number in results. So if...
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...
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 ...
I can't seem to find how to enter logic or build criteria on groupings. I would like to view all the tickets or cases entered by users, only if they have entered 2 or more tickets that month. From there I would like to create a report and dashboards ...
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...
Hello,In my organization we have a multilanguage shared services set up and we are using the global templates' function in agent assist for standard template answers and/or actions (e.g. reply that issue was forwarded to a different solution group an...
Hi everyone,I have a requirement that whenever searches for any article belonging to a particular kb, it should not be visible in search results of ESC portal. I only want certain knowledge base articles to be visible in ERSC portal and for rest KBs,...
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...
Hello everyone! I would like assistance. I need to notify all analysts of an operation when a new knowledge article is posted to the internal base.I tried to "subscribe" to the base, but I don't know if there is some hidden configuration that I'm no...
