KM Industry Standard Metrics
Does any have any industry metric sources they can share? I'm having the hardest time finding industry standard metrics that we can compare our progress to... (i.e. Average attach rate, feedback rating, time to publish).
Forum Posts
Resolved! How to update content of multiple knowledge articles simultaneoulsy?
We need to update the content of multiple KB articles within a Knowledge Base. The content is basically the Escalation group name or a URL (Inside the description of the article). How to do a mass update on multiple articles simultaneously without a...
Knowledge Training
I find it frustrating that there seems to be a lack of knowledge admin training. I do not code, I do not want to learn to be a ServiceNow architect - I just want to better understand all of the features and tools applicable to my role. What I've foun...
Resolved! In Knowledge Article, what are the purposes of / differences between the fields Image, Attachment Link, & Display Attachments?
Hi - One of my knowledge managers would like to be able to add images to the article body AND would like to attach a document to the article - but would like to present only the attached document to the article as an attachment....not the snippets i...
Table of Contents Missing in Knowledge article
Hi, We are trying to put the table of contents option in the knowledge article for standard template. In the attachment you can see the table of content option is missing. We have recently upgraded to Rome.
Customising the filters available on the left after searching for an article
Hi All, does anyone know if it is possible to customise the fields by which you can filter your knowledge search? After an analyst completes a search for an article in Self-Service > Knowledge, they then have options available on the left that seems ...
Resolved! Error: Translation Management for Knowledge Articles
We've recently activated Translation Management for our Knowledge articles and are experiencing an issue with existing translated versions. When we try to update the translation of an article that was already translated, ServiceNow is creating versio...
Resolved! Knowledge Approval Reminders
This is more of a process question with some tool elements than a technical question regarding knowledge approvals and I’m hoping that the community can share what’s worked/not worked for their organization. We currently have knowledge approvals sent...
Enabling social media functionality on knowledge articles
We are in the process of upgrading from Paris to Rome release and are using Knowledge V3. One of our businesses would like to have commenting added to their knowledge articles, which document best business practices to allow for collaboration between...
How to get text besides image using Float: left and Padding in HTML?
I have attempted to upload a Word document to create a knowledge base article and the result is not what I wanted. I am writing up a KBA and it has image and I was looking to enter text besides it, however, when I use the float: left function, the te...
If property "glide.knowman.apply_article_read_criteria" is set to true... can article owner, view/modify his own article if he is not part of can read group in the article level?
I have set the property "glide.knowman.apply_article_read_criteria" to true ,And if I create an article with "can read" group where author is not part of that group , then he is not able to view or modify that article. If suppose, can read group is...
What is the significance of Attachment Link & Display Attachment Check boxes in Knowledge Article form
Hi Team. Please let me know the significance of Attachment Link & Displya attachment in Knowledge Article form. Regards Sri
Is there a view/download count for 'Attachment link' articles?
We've enabled 'attachment link' on several articles where we want the attachment to be automatically downloaded. I've noticed that this behaviour doesn't increment the article's view count. Is there a separate download count recorded somewhere so we ...
How to show designed target audience for a knowledge article?
We are starting to build our Knowledge Base. Our goal is to show all knowledge articles to both our students and our employees (so both students and employees can see all available articles) but some articles are only applicable for students, some ar...
Meta description disappearing on KB Article after saving/updating
Hi, When trying to save or update the meta description on my kb article, the description disappears. Any idea on how this can be resolved?
