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Resolved! Variables in knowledge bases

I am fairly new to ServiceNow, but I am challenged to find this answer.  Are variables in SN only to be used for catalogs or forms? Can they be used in articles? I am wondering if they work the same as variables in Adobe and if we can use them alone ...

SRegier by Tera Contributor
  • 1078 Views
  • 3 replies
  • 1 helpfuls

Knowledge Base Demo

Recently took over a Knowledge Base and would like to get as many perspectives on best practices, perhaps some virtual demos from companies actively using the tool, etc...  Does anyone have the bandwidth to help me out?  This forum seems to have a LO...

Amy Toombs by Tera Contributor
  • 776 Views
  • 1 replies
  • 0 helpfuls

Knowledge article periodic review

Hi, We try to periodically review knowledge articles once a year. Hence, the 'valid to' date is set to one year from the date of creation by default. When someone receives a notification to review the article, they need to manually change the valid t...

Recommendations for Knowledge Training

Hello, Does anyone have any good recommendations for self-paced and/or virtual training classes for Knowledge Management? We've had our knowledge practice in place for a couple of years, but I've only recently been given the option to take some class...

Tasha3 by Tera Expert
  • 1920 Views
  • 9 replies
  • 15 helpfuls

Resolved! How does Knowledge Base search work?

I want to properly train our knowledge article contributors to A.  properly document meta and to  B.  understand how the relevancy score is calculated and to C.  understand how different fields effect the relevancy score in regards to the specified f...

C Avila by Tera Contributor
  • 9321 Views
  • 6 replies
  • 20 helpfuls

Top Call Drivers

I'm currently working on analyzing the top call drivers and would like to know if there are some best practices which can be implemented, which reports are helpful, how to encourage end users to utilize end user facing articles available on the self ...

Garima26 by Tera Contributor
  • 2732 Views
  • 10 replies
  • 6 helpfuls

Resolved! Add Ownership Group field to New Knowledge Form

I enabled Ownership Groups by setting glide.knowman.ownership_group.enabled to true; I also created one new Ownership Group to try this out. However, how do I add a field for "Ownership Group" to our Create New Knowledge form? My understanding is tha...

Tasha3 by Tera Expert
  • 2353 Views
  • 5 replies
  • 1 helpfuls

Importing External Content

We have an internal SharePoint list/library that we want to import from into ServiceNOW.  I am stuck on the process for Acquire and Process Handlers and the scripts.  Does anyone have some samples scripts I could learn from or recommend a video?  

Resolved! Can I grant/restrict access to individual articles?

We grant permissions to our knowledge base to a number of different groups. However, I'd like only one particular group to have access to a couple of articles and restrict other groups from seeing them. Is that possible? (Creating a separate knowledg...

vhindbo by Tera Contributor
  • 2583 Views
  • 5 replies
  • 4 helpfuls

Base URLs for items in ServiceNow

Hi all, I know the base URL for knowledge is https://companyname.service-now.com/kb_view.do?sysparm_article= and the base URL for stories is https://companyname.service-now.com/nav_to.do?uri=rm_story.do?sysparm_query=number= Does anyone know what the...

mbernste by Tera Contributor
  • 3738 Views
  • 9 replies
  • 0 helpfuls
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