Does anyone have a good process for end users to suggest articles not tied to Knowledge feedback. Most people don't leave comments and don't suggest what it is they need or cannot find. How does your organization receive suggestions for articles in g...
Hi All, I have a question about a knowledge article not expiring when Valid to date is reached. The original Valid to date auto populates to a year from when an article is published. I extended it by entering a new date and selecting Update. The Vali...
Hi KBMs ! First off, lets consider these roles for the test case:Contributor : submits a KB propositionOwnership group member : Can approve the KB (1st approval of 2)KBmanager : Final approval and then the KB gets published--------------I have an iss...
When you search for one of our public available knowledge articles (search term "wur password") in Google Search it will display the same knowledge article twice in the search results.One time (the English version) with our "ServiceNow URL" (wur.serv...
Good morning, SN Knowledge Community, I’m hoping someone can help with a challenge we’re facing. We’d like to display the can_read field on the Agent Assist knowledge card in Service Operations Workspace — ideally without making customizations.Curren...
Hi everyone, From the knowledge portal's search field, I can find articles by keyword, but from the general search of the employee portal, the search doesn't generate any results. I need to be able to enable article searches from the portal's general...
Hi Everyone, I'd like to know if the Knowledge role is required to create a knowledge article, or is a user criteria defined in the knowledge base sufficient? In what case should I assign the Knowledge role? Thank you for your answers.
We are working on our Employee Center and have an extensive knowledge base between our Finance, HR, and IT teams. With 500 articles give or take across the platform we have a mix of HTML and PDF documents for SOPs, How to Guides, Videos, FAQs etc. We...
Hi folks, I'm wondering where KCS experts recommend defining the Knowledge roles (KCS_Candidate, KCS_Contributor, KCS_Publisher). At present, they have been defined in the Roles table, but I understand that for security purposes, we can't report off ...
Hi folks, We're currently using the KCS framework to manage a single knowledgebase, where articles are marked either internal or external. While we've explored the idea of separating this into distinct "public" and "internal" knowledgebases, that’s n...
One of the biggest barriers to sharing knowledge is "siloing" or keeping information private: some teams will use easily accessible and sharable knowledge bases but a few groups refuse to participate. Instead, they use a different system, keeping the...
Hi folks,We're on Xanadu working in ITSM and attaching KB articles. We have a challenge and want to see if anyone has solved this.When we <click> on Attach, the link to the article in classic view provides the backend or classic support view (i.e., k...
Hello everybody!We have an issue with displaying new knowledge categories in our knowledge base. I am the owner of the knowledge base an I set some of my collegues to be knowledge managers in this knowledge base.I created a new category in the knowle...
We are looking for recommendations on how to allow our Incident workers see/attach a relevant knowledge article in a language different than their chosen one on the platform. We already have articles published in multiple languages. The issue is th...
Is there anyone who uses both KCS and the Problem Management Known Error Knowledge processes cohesively at your company? We're struggling with how to easily transition from an initial KCS KB to a Known Error KB. The Known Error KB has to be created u...
