Looking for best practice recommendations. I just joined a company that has their HR knowledge base set up with multiple articles each with one question and answer. My recommendation was to consolidate based on topic area and create FAQ articles wi...
The behavior of the "Copy Link" button on the Knowledge screen in Agent Workspace has changed. When I contacted support about this, I got an interesting answer, so please help me. -------------------------------------------------------------------- I...
I am trying to edit a region specific knowledge block that is linked with published articles. But, on publish of knowledge block, the updated version of block is not reflecting in knowledge article. I could also see more than one entry for knowledge ...
We have been inserting videos into ServiceNow articles by attaching the MP4s to the article and then using the Video > Insert from attachment option. I am trying to determine the video ROI to gauge if it is worth the cost/effort to produce more vide...
I am wondering what OLAs/SLAs/Metrics other knowledge managers are using for their knowledge? I am working on a knowledge management process and the one area that I am having some difficulty figuring out is around metrics for knowledge. I am thinki...
Does anyone know of the "Last Review Date" field? It is being used in one of our knowledge bases but I can't find any info on this field in the SN product docs. The values in this field do not make sense so I am trying to get more info on this fiel...
Is there a benefit to using the "Short Description" field instead of "Title" field for knowledge articles? Can both fields be used? Would Short Description be used without Title?
Hi everyone, I've been wondering if ServiceNow use the ServiceNow Knowledge Module for their Production Documentation found in https://docs.servicenow.com/ I would love these features for knowledge articles:* Button to export content to PDF * Topic a...
When using a permalink that was shared in the past, service portal users are able to see retired articles. Is this expected behavior? The same retired articles are not visible when searching by short description or KB#. How do I hide all retired arti...
As we create our HR knowledge content for HRSD, we have cases where we want to provide a link to view the full policy (without making the full policy a knowledge article) or to share content from a 3rd party (perhaps a benefits brochure as a PDF). A ...
We use Ownership Groups for permissions to edit in our knowledge base but I've had multiple situations when cross team collaboration was needed for keeping the content of articles current. Is there any best practices/solutions for this scenario? I've...
I am curious why authors of knowledge articles can't edit their own articles. From what I can see in the ACL list, all of our ACLs are out of box. I also checked that the users have the "knowledge" role in the system. When searching for this issue, I...
Hi, Could you please let me know how to create a hyperlink on bullet points to jump on certain sections in a knowledge article? Please check the attached screenshot We know the KBA KB0529465 which described the target of the hyperlink but we do not...
We plan to have application's documentation in ServiceNow as an article instead of word documents. We already have module were we already store general information about applications: descriptions, classification, application manager and etc. If in ...
Hello everyone, There is source field('source_task' backend name) on the Knowledge(kb_knowledge) table which of type reference it references to Task table. In one of the knowledge child table (kb_template_what_is) i want this source filed to Include ...
