We are migrating to ServiceNow from Zendesk and we maintain a customer facing Help Center. This is now going to be on ServiceNow. I am running into the issue where we often need to pull an article down from public facing in order to update it. If w...
We are using the ownership group feature in knowledge management .I wanted to understand who can update the article when it is in draft. The ServiceNow document does not seem clear on this. From our testing these are the people who can update the ar...
Hello Community, One of the key performance indicators I would like to track is how many incidents are resolved by using existing knowledge articles. Does anyone have any experience in tracking this information and would care to share what their stra...
Hello Friends, is it necessary to have feedbacks and rating for an outdated or retired KB? is it possible to auto cancel or close them, what is best practice here.Also i am looking for an effective review process, in the way that just not only remind...
Hi Team, Make Comment field mandatory on kb_view(Portal view like) based on Helpful? Yes and No and also on low ratings for your reference am attaching the exact form When user clicks on the Helpful? as No then Leave a comment should be mandatory a...
Hello Team,I have published a Knowledge Article with Attachements.But in Workaround field I can see the Images are getting broken.Please find the below screenshots:Actual Attachment:What will be the Issue?Best Regards,
I know that CONREQITMs are created when a CONREQ is submitted but I don't understand how they are created. I've looked at Business Rules, Client Scripts and Flows. Does anyone know how this OOB functionality works?
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...
