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Resolved! FAQ-type knowledge articles -

Hi All, I'm currently working cleaning up our knowledge base and got a little stuck with the FAQ-type articles, namely whether how to structure them. In our case, such KAs are not individual articles, each answering a single question, but a collectio...

Karolina by Tera Contributor
  • 5356 Views
  • 7 replies
  • 15 helpfuls

Resolved! Preview Article Before Publishing on Employee Portal

Hello! Wondering how y'all would solve for this scenario: 1) Knowledge worker writes an article that will be published on the Portal, say, a medium length article about Open Enrollment containing multiple headers, attachments and links 2) Knowledge w...

Purchased (or subscription) common knowledge articles

Does anyone have experience purchasing (or subscribing to) sets of common knowledge articles for publishing in ServiceNow? We are essentially starting from zero in building out a knowledge base for our end users and I would prefer to use pre-written/...

Resolved! Hi I Have a reqirement , in Knowledgment article state is pending retirement,need to send approval email notification to the Manger,i wrote the business rule for that,but that was not working ,please help on this

Hi I Have a requirement , in Knowledge Management , article state is pending retirement,need to send approval email notification to the Manager,i wrote the business rule for that,but that was not working ,please help on this  

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Techno Mint by Giga Contributor
  • 1421 Views
  • 8 replies
  • 0 helpfuls

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).

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