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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
  • 1531 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).

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...

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Kim27 by Tera Guru
  • 2488 Views
  • 38 replies
  • 89 helpfuls

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...

meganphares by Tera Contributor
  • 3517 Views
  • 3 replies
  • 5 helpfuls

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.

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smita1 by Tera Contributor
  • 1097 Views
  • 2 replies
  • 0 helpfuls

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...

Joe85 by Tera Expert
  • 1209 Views
  • 2 replies
  • 1 helpfuls

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...

Maura by Tera Expert
  • 1020 Views
  • 5 replies
  • 3 helpfuls

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...

Denae_S by Tera Expert
  • 1183 Views
  • 3 replies
  • 0 helpfuls

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...

Samyukta1 by Tera Expert
  • 1898 Views
  • 6 replies
  • 1 helpfuls
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