Is there anyone who uses both KCS and the Problem Management Known Error Knowledge processes cohesively at your company? We're struggling with how to easily transition from an initial KCS KB to a Known Error KB. The Known Error KB has to be created u...
Hi all I am writing some guidance for authors and wondered if there is any best practice guidance on use of images? what is the best size (and how to set this), what should the resolution be etc. Many thanks (in advance) Jo
Hi dear community,I hope anybody can help me with that question. I sometimes notice that an article looks much better and more professional in the native UI (preview) as if an end user opens it via the portal.I have attached a Word document with an e...
Is there a way to adjust the default font size for the Insert Accordion feature in the TinyMCE editor? I understand that font type and size can be configured through System UI Properties, but I don’t see any option to change the accordion’s default f...
Hi.Apologies in advance for asking yet another question, it's a case of a process handed to me with no shadowing, real training, so I'm keeping the lights on and learning as I go. So I'm looking at how our articles have been mapped when people have c...
I understand the ServiceNow will allow for TCO tracking at an applications level, however we are being asked to track also at a Division, Team, and Project levels. Is this a possibility, is there any documentation on how this can be achieved? Our or...
I’m looking to understand what everyone’s Knowledge Governance looks like at their company — or if that even exists? Does ServiceNow provide any guidance on how to best maintain article integrity, lifecycle, and process for authors? For example, we h...
Hi all.Does anyone here have experience of KCS within your org who may be able to offer advice?Currently, when a first line team resolves an incident and there is currently no knowledge article that supported them, they tick the 'Create Knowledge' b...
Good afternoon, I am looking to create a Catalog Request for Knowledge Items. For example, if someone is requesting a new Knowledge Article to be created (i.e., someone from the ServiceDesk is requesting the Ownership group to create a knowledge arti...
Hi all.Just looking to get a steer from someone wiser than I on how they went around creating knowledge categories. The knowledge process was handed over to myself, however when I review what categories people chose when creating a new article, there...
I followed the steps in the ServiceNow documentation to create a new template in the knowledgebase. The template is set to Active and marked as True for Active in the list of templates. However, the new template does not appear. How do I enable my ne...
HI,We are using the form templates to help us format knowledge articles. https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/form-administration/concept/c_Templates.htmlFor new templates we want to create we can n...
I am creating a new knowledge article template. For one of the article template fields, I'd like to add a table in the 'preview text' field. However, there is no icon to add a table within the editor for the Preview Field (added screenshot for refere...
Hello,Are there any Knowledge Article scorecards included in the "out of the box" experience in the Xanadu release? I'd like to improve our knowledge articles and know where to focus our efforts. A scorecard could help as part of the solution. I'm ju...
Our Service Now team have configured the chat bot feature so there is a standard answer about the password complexity if the user types in 'password'I've asked them to see if they can change this behaviour so that it instead searches the KB for any a...
