Knowledge Managers
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Forum Posts

How to organize knowledge articles as Parent-Child

I really like the Knowledge Management product that is present within ServiceNow. We are looking into adopting this as the tool for storing all the knowledge that is present within our company. One of the features that we think it is lacking is this ...

Dev Testin by Kilo Explorer
  • 2090 Views
  • 1 replies
  • 3 helpfuls

Knowledge Reporting

How to create Knowledge based reports that can effectively manage the currency, utilization and overall health of Knowledge within my organization.

Knowledge Article Template / Mass Change

We have a large number of articles within our Public KB that use a standardized template.  At the end of each article, there is a blurb about contacting the Help Desk with any additional questions which also includes the contact information. The ques...

User144187 by Tera Contributor
  • 1166 Views
  • 3 replies
  • 8 helpfuls

Resolved! Knowledge Article Versioning - Why does the KB number increment?

We would like to enable Article Versioning so that previous versions of articles are available to be referenced, however we've noticed the following behavior. When you've checked out an article, the KB number changes.   KB0024898 3.0 will become KB00...

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MarkD by Tera Expert
  • 2570 Views
  • 10 replies
  • 6 helpfuls

Resolved! copying knowlegdg article images

When we view an article in Platform (https://myinstance/kb_view.do?sysparm_article=KB00xxxx)Service Portal (https://myinstance/hrportal?id=kb_article&sysparm_article=KB00xxxx)Agent Workspace We try copy the contents of a knowledge article to Outlook,...

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Different KBA Types

I'm trying to find out what the benefit would be to using the specific types for KBA's - Standard, FAQs, What is, How To, KCS. We have a relatively knew knowledge base without a ton of content but my predecessor did all the KBA's in "Standard" - and ...

Tara Bauch by Tera Contributor
  • 1486 Views
  • 15 replies
  • 5 helpfuls

knowledge state

Currently when an article is updated and republished the old version is marked as "Outdated". I'm not sure if this is out of the box functionality but it has caused some confusion and I wanted to see what we could do to change this. It would make sen...

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