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...
Is anyone here using Social Q&A? What is your use case?Is it worth it? How do you manage it?Do you use it per Knowledge Base, Or do you have it as it's OWN Knowledge Base? We saw it initially, but didn't know how to best manage it (How do we consider...
Hi Team, I need to make all the knowledge articles to be visile to itil users only. How to achieve it? Regards, Akshata Patil
Hi all! We're looking to run with KCS at my company and I have a question about the article confidence field and how Contributors interact with it. and a further question about configuring search filtering in Self-Service > Knowledge. Would users of...
I added 2 screenshots to show what I mean. One is showing editing from the KB itself where we have the Mata Data field enabled and we can use it to increase search efficiency and the other one showing the article edited from Agent Workspace and it do...
Hi.I have disabled 5 star rating from knowledge base using the system property: glide.knowman.show_star_rating The issue then is that when navigating in knowledge base in service portal or in back-end, the star rating is still showing on articles tha...
Hi, Just wanted to know if there' any industry best practice in terms of knowledge article categories? Are there some categories which should always be included or it pretty much depends on the audience who will consume these artifacts? We're just st...
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...
How to Change the “Created by” field to display person’s name versus login id ?? in knowledge management. for some user's it is showing Name and for some users it is showing login id, how do we configure the created by field to show user name instead...
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/...
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
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).
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...
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...
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...
