Hello all! After reviewing and testing the Knowlege Management Advanced plug-in, I am planning to enable it on our instance because I believe my organization will benefit from version control, feedback tasks, and templating. However, I ran into some...
Hello, we are in the process of migrating from BMC Remedy to ServiceNow. Our implementation partner is not well-versed in KCS - I end up in "teaching mode" during our design sessions - so I am looking for some expertise in the detailed ins and outs...
Hello, I am trying to enable the table of content in the html editor, but it looks like the option does not exist. I have tried the following so far: 1. Inset table of content: https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/prod...
When I'm writing a knowledge article, I use the "View article" feature (see highlighted screenshot) to see how this will look when published - however this only opens in the current tab so if I see from the "View article" preview that I need to make ...
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 ...
Hi, we're trying to have a clean up of our knowledge base. Does anyone have any guidance on creating new knowledge base categories and how to migrate knowledge articles from their old category to the new one please? Thanks
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...
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...
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...
Greetings, people. I'm building my case to convince my supervisors to start using the ServiceNow Knowledge Base as the carrier for user manuals of the apps that we develop in ServiceNow. For the apps themselves, the current corporate workflow dictate...
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...
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 ...
Dear community We are using feedback management in ServiceNow and we are detecting that there is no a solution that can encourage standard users to "leave feedback" in the esc portal.Having more feedback positive or negative is one of the solution th...
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...
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?
