What can knowledge managers expect to see from ServiceNow's purchase of Moveworks?Assuming the focus is on Moveworks' AI products, will this acquisition make it easier to find and fill knowledge gaps? If so, has a ServiceNow release for the integrate...
Hello all,When we implemented ServiceNow about 3 years ago, many ServiceNow roles were not correctly assigned/ implemented in phase 1 of the implementation. So far I found I can't delete, update any KB articles in Draft status. Also, some features in...
Hello, With more focus on AI and Now Assist. AI search looks into how the article is attached to an INC or Case (used). What are your thoughts about tracking Link (attaching) Accuracy, and has it been helpful? What are the ways you have accomplished ...
Hi all, Does anyone have best practices for storing back-up knowledge article copies? Currently, our knowledge owners are creating articles in a word doc and saving to their hard drive, which has created challenges with referencing retired articles t...
In our knowledge article template we have a Summary field, which contains the summary of the article and a Content field, which contains the actual content of the article.We would like to display the contents of both the Summary and Content fields in...
When I took on our company IT knowledge base I had come from using SharePoint, which I loved, and was quite underwhelmed by what we were doing in our ServiceNow knowledge base. People had previously attempted to set some standards and templated KBs b...
We would like the Known Error template to be used only in our Known Error knowledge base, all other knowledge bases would only use standard. I can find where to make it available, but I cannot find where to hide the template for all the other knowle...
Helpful Votes gives the count of user stated yes, How to get the Total Helpful Votes (Yes + NO).This is required for Helpfulness KPI (Monitor the ratings on articles to gauge their effectiveness and relevance). Formula: (Number of Helpful Votes / Tot...
HelloI'm really new to Service Now as Knowledge Manager and so please be patient with my complete lack of knowledge or ability to find what I'm looking for in the help documentation. I'm also not sure our Product Owner is au fait with the Knowledge ...
Our knowledge article update process requires getting approval for any change. Articles showing Status=Draft but Approval=Approved are not approved. When submitted, the Status should change to Submitted. What I'm finding out is that some times, even ...
Today we have the ownership group feature enabled.We want members of the ownership group to be able to go from Draft to publish. (no approvals needed)We only want approvals for non-members of the ownership group.Is this how the out of box workflow wo...
Hi all, My team is using ServiceNow agile development 2.0, but we need guidance on the metrics, how can we see the metrics?
Hello! We have some longer FAQ articles that could maybe benefit from a rewrite using the new accordion function in the TinyMCE editor. My challenge is that we have a style guide/template for FAQ articles which use headings for the question, then re...
Hi Everyone, I am curious to see if anyone has tried to successfully have tabs and accordions in a knowledge article which is easy to maintain by authors that are not HTML experts.
