We are working on our Employee Center and have an extensive knowledge base between our Finance, HR, and IT teams. With 500 articles give or take across the platform we have a mix of HTML and PDF documents for SOPs, How to Guides, Videos, FAQs etc. We...
Hi folks, I'm wondering where KCS experts recommend defining the Knowledge roles (KCS_Candidate, KCS_Contributor, KCS_Publisher). At present, they have been defined in the Roles table, but I understand that for security purposes, we can't report off ...
Hi folks, We're currently using the KCS framework to manage a single knowledgebase, where articles are marked either internal or external. While we've explored the idea of separating this into distinct "public" and "internal" knowledgebases, that’s n...
One of the biggest barriers to sharing knowledge is "siloing" or keeping information private: some teams will use easily accessible and sharable knowledge bases but a few groups refuse to participate. Instead, they use a different system, keeping the...
Hi folks,We're on Xanadu working in ITSM and attaching KB articles. We have a challenge and want to see if anyone has solved this.When we <click> on Attach, the link to the article in classic view provides the backend or classic support view (i.e., k...
Hello everybody!We have an issue with displaying new knowledge categories in our knowledge base. I am the owner of the knowledge base an I set some of my collegues to be knowledge managers in this knowledge base.I created a new category in the knowle...
We are looking for recommendations on how to allow our Incident workers see/attach a relevant knowledge article in a language different than their chosen one on the platform. We already have articles published in multiple languages. The issue is th...
Is there anyone who uses both KCS and the Problem Management Known Error Knowledge processes cohesively at your company? We're struggling with how to easily transition from an initial KCS KB to a Known Error KB. The Known Error KB has to be created u...
Hi all I am writing some guidance for authors and wondered if there is any best practice guidance on use of images? what is the best size (and how to set this), what should the resolution be etc. Many thanks (in advance) Jo
Hi dear community,I hope anybody can help me with that question. I sometimes notice that an article looks much better and more professional in the native UI (preview) as if an end user opens it via the portal.I have attached a Word document with an e...
Hi.Apologies in advance for asking yet another question, it's a case of a process handed to me with no shadowing, real training, so I'm keeping the lights on and learning as I go. So I'm looking at how our articles have been mapped when people have c...
I’m looking to understand what everyone’s Knowledge Governance looks like at their company — or if that even exists? Does ServiceNow provide any guidance on how to best maintain article integrity, lifecycle, and process for authors? For example, we h...
Hi all.Does anyone here have experience of KCS within your org who may be able to offer advice?Currently, when a first line team resolves an incident and there is currently no knowledge article that supported them, they tick the 'Create Knowledge' b...
Good afternoon, I am looking to create a Catalog Request for Knowledge Items. For example, if someone is requesting a new Knowledge Article to be created (i.e., someone from the ServiceDesk is requesting the Ownership group to create a knowledge arti...
Hi all.Just looking to get a steer from someone wiser than I on how they went around creating knowledge categories. The knowledge process was handed over to myself, however when I review what categories people chose when creating a new article, there...