Hey! If a Resolution field has more than one resolution in it, should each one have a heading (H2/H3), or is a bold title correct? Especially in terms of AI search / NowAssist. Either: (With bold text) Option 1: Restart the Teams appClose Teams compl...
Hey! I’m a bit confused about the whole metadata / keywords / tags topic in ServiceNow KM.In different videos and material I see things like “Use meta and tags on knowledge articles for relevancy. AI Search utilizes meta and tags for relevance.” Soun...
For Feedback Tasks, members of the knowledge article ownership group should be able to view and work the feedback tasks.From the fulfiller view menu, members of the ownership group don’t see these menus.I see that the menu needs the knowledge role.In...
Hello Team,I have Deactivated some of the Knowledge Bases, But still it is showing in the Employee Centre. To Make it not visible in Employee Center, Do I need to Delete the Knowledge Bases?Best Regards
Hi all, the current ppt KM workshop material is from Washington, does anyone know if a new Zurich version is planned anytime soon? Specifically considering the introduction of Knowledge Center. Thanks in advance! /Tommy
Hi all.Our org is looking to bring in Now Assist, they're wanting to use this GenAI agent for Incident, problem and MI.For Knowledge management, has anyone had any exposure to Now Assist, and if so how did you find it? Was it plain sailing or where t...
Hi all, I need a help to understand the below scenario : Translated versions (Attached screenshot for reference) in service now are separate articles in different languages that contain the same content (e.g., one English main copy and others in diff...
We are following the KCS framework for knowledge management. We want to use knowledge article subscriptions but our knowledge authors don't want to be auto-subscribed to articles that they author or update. Thanks,Adam
We are currently using both the Helpful? and Rate this article options to gather feedback from our knowledge article readers.We are planning to reduce this to only one method to gather knowledge article feedback.Does removing one of these feedback op...
A large number of our public knowledge articles are not being indexed by Google Search.This was shown in the Google Search Console which we recently configured for our portal. The main reason for not indexeing the knowledge articles is "Duplicate wit...
Hi, Out of the box, the Approval Publish workflow routes knowledge articles to the Knowledge Base Owner or Knowledge Managers for approval. Alternatively, an Ownership Group can be used.However, I’m trying to design a slightly different setup. I want...
On the article view, there are different widgets, one being the Affected Products. I added this widget to our article view. However, when I look at the widget on the article, it doesn't show the Affected Product. I have verified that an Affected Prod...
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...
Hello Community, One of the key performance indicators I would like to track is how many incidents are resolved by using existing knowledge articles. Does anyone have any experience in tracking this information and would care to share what their stra...
Hello, I started learning Technical project management on ServiceNow, and I find it quite difficult to access the Now portal. I mean the actual platform where I can practice all that I am learning on the platform. How do I go about that? @Servicenow...