I'm getting different answers from different sources about whether this is even possible or how, so I'm hoping you can share your experience with me. I'm looking for OOTB or very, very low levels of customization in the San Diego release. For example...
Hi there, I have a requirement where parent field in child kb article should be updated with the latest version of parent article if parent kb article version is changed.Can anyone help me here how this can be implemented. Thanks,Gopal
Looking for best practice recommendations. I just joined a company that has their HR knowledge base set up with multiple articles each with one question and answer. My recommendation was to consolidate based on topic area and create FAQ articles wi...
We have been inserting videos into ServiceNow articles by attaching the MP4s to the article and then using the Video > Insert from attachment option. I am trying to determine the video ROI to gauge if it is worth the cost/effort to produce more vide...
Does anyone know of the "Last Review Date" field? It is being used in one of our knowledge bases but I can't find any info on this field in the SN product docs. The values in this field do not make sense so I am trying to get more info on this fiel...
Is there a benefit to using the "Short Description" field instead of "Title" field for knowledge articles? Can both fields be used? Would Short Description be used without Title?
Hi everyone, I've been wondering if ServiceNow use the ServiceNow Knowledge Module for their Production Documentation found in https://docs.servicenow.com/ I would love these features for knowledge articles:* Button to export content to PDF * Topic a...
When using a permalink that was shared in the past, service portal users are able to see retired articles. Is this expected behavior? The same retired articles are not visible when searching by short description or KB#. How do I hide all retired arti...
As we create our HR knowledge content for HRSD, we have cases where we want to provide a link to view the full policy (without making the full policy a knowledge article) or to share content from a 3rd party (perhaps a benefits brochure as a PDF). A ...
We use Ownership Groups for permissions to edit in our knowledge base but I've had multiple situations when cross team collaboration was needed for keeping the content of articles current. Is there any best practices/solutions for this scenario? I've...