KM Roadmap 2025 and beyond
We were told in the Platform Academy on 6/24/25 that Knowledge 2025 had a presentation on the KM roadmap - Is this true and if so, where can we find this? Thanks!
Forum Posts
User Criteria for the portal search
Hello, Is there a way for authors to manage their content while ensuring the user criteria take effect on the Employee Portal so that their own employee experience is not effected? Here is our Use Case Tom works in HR and is not a PilotTom can creat...
Policies, process and procedures
Do you store your policies, process and procedure documentation in Knowledge Management if so how for example via a template?
Pasting images into Knowledge Articles from Word
I am facing an issue that I don't understand and massively slows down my process.Previously when copying images from Word and pasting it into a KA, the image would retain whatever size it had in Word, they now auto resize.An image that, in Word, is n...
We updated to Vancouver and now when I edit a KB, extra junk html is added into the Source Code.
When I put a hard space (hold shift down and press Enter) extra html is added into the source code. I like to keep the source code clean, because we do manage the html, so we use html and the gui side of SN to create kbs. We use the hard space betwee...
Can you edit the article view css?
I don't have any permissions in our dev environment to 'experiment' and have to rely on our outsourced service desk team to tell me what can and can't be done. The differing time zones make it really hard to work together to try stuff out.My boss ha...
Seeking Best Practice: Community Content Audit
Good day all,I am utilizing the ServiceNow Community Platform and would like to hear about your best practices for content audits.What tools are you using to review content and remove outdated items?I am using the Contents report to search by date ra...
Use Knowledge Blocks for Bulk Changes to Images within KBAs
Hi all! I'm looking for an efficient way to maintain/update images within Knowledge Articles - potentially using Knowledge blocks. My organization uses iNFOR as our HRIS, and we have 150+ articles with screenshots showing step-by-step instructions fo...
permalink causing error when used as a web object
Does anyone know if there is a way to get a permalink that starts with HTTP instead of the traditional HTTPS? Background we are trying to insert an article in an iframe while building training content. For reference we are using articulate storyline ...
Readbility Ease in ServiceNow
Hey y'all Do you know if ServiceNow has a way to measure things like Readability Ease, Passive Percentage, and Reading level as they have in Microsoft word? I tried looking in the documentation, but I could not find anything. Thanks in advance for ...
Resolved! Knowledge Article View Counts
Good morning, Is there a way to tell in KM views reporting whether a view occurred as a result of user intervention (clicked a link or manually refreshed the page) vs ServiceNow page timeout which prompts a relaunch of the browser tab? Our org has in...
HR Scope issues
Hi Is anyone else finding issues with knowledge in the HR scope? For example, my Knowledge Admin access allows me to republish retired articles in all knowledge bases except the HR one. We have an idea open for this if anyone fancies voting https:...
Guest 'views' appear in communities view log, despite authentication required
Hi All - Our service portal hosts several community forums, that can only be accessed (view or contribute) after logging into the portal.When I check the logs on a monthly basis (sn_communities_view_log) i see several 'guest' entries, for various for...
Knowledge Article not showing option to Checkout
Hi, I am encountering some very strange behavior with one Knowledge Article and wondering if anyone has encountered something similar. First off, the article is published, in date, I have the correct contribute access (Knowledge admin). There i...
External and internal labeling for knowledge articles
Hi! Has anyone experimented labeling a knowledge article internal or external? Either through a custom solution or some other clever way. Background: We currently have two knowledge bases per customer (we're a consultancy). External base (usually abo...
