Currently, our Knowledge Base is set to Knowledge - Instant Publish and Knowledge - Instant Retire. We now have an Intern coming onboard who will author some KB articles (all within one category if that is helpful in figuring out a solution here). I'...
Hi everyone, I'm wanting to create reports that can tell me the number of active articles. For example:The parent category is "Parent Category""Sub Category 1" has 10 articles"Sub Category 2" has 5 articles"Sub Category 2" has 6 articles"Sub Category...
Hi, I have an requirement where the parent of child kb article should be updated to published version of parent kb article when parent kb article version is outdated. How can I achieve this? Thanks, Gopal
We have a large amount of articles in a knowledge base that resides in ServiceNow. Because of the limitations we've encountered with keeping the formatting from the source document (Word, etc). We created pdfs from the articles and then added the pdf...
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
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 ...