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What do others use for their KB review process

Prior to going to Orlando Out of Box we used to have a process to review KB's periodically. We used to have a next review date field> that generated an email to the field>Content Group Owner to review and update their KB. Since going OOB we no longer...

Laura Dale by • Tera Contributor
  • 2499 Views
  • 9 replies
  • 23 helpfuls

Resolved! Looking for a way to clean up the bloated Microsoft code what copying/pasting content from Word or Excel into a knowledge article

We continue to struggle with the formatting when creating knowledge articles.  Whether using the import feature or copy/paste from Word, it's a real pain to work with.  Conflicts between any code ServiceNow is using and whatever Microsoft is bringing...

jaspiranti by • Tera Contributor
  • 7532 Views
  • 16 replies
  • 21 helpfuls

Resolved! How to create a synonym dictionary

I'm trying to create a synonym dictionary to improve our search results. I read in the documentation that "By default, the system provides a sample synonym search dictionary called Example synonym dictionary."  Our instance doesn't have this "Example...

Tasha3 by • Tera Expert
  • 4061 Views
  • 6 replies
  • 3 helpfuls

Help with Publish Workflow

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'...

Resolved! How can I see the number of articles within a category?

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...

Keszia by • Giga Guru
  • 2011 Views
  • 6 replies
  • 2 helpfuls

Knowledge Base integration with ServiceNow

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...

LoriC by • Giga Guru
  • 2555 Views
  • 3 replies
  • 0 helpfuls

KCS in a new ServiceNow ITSM Implementation

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...

Joe Kieltyka by • Tera Contributor
  • 1970 Views
  • 5 replies
  • 10 helpfuls

Resolved! Table of content in Knowledge Articles

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...

MarcinW_ by • Tera Contributor
  • 8710 Views
  • 11 replies
  • 7 helpfuls
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