Knowledge Managers
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Forum Posts

Self-service Communities - does anyone use it?

Hi! I'm thinking about the idea of having a self-service community for our department and I'm considering the Communities plugin, which seems ok. This one: https://www.servicenow.com/products/communities.html But, it seems to me like there hasn't bee...

Resolved! knowledge feedback task

HI, Today out of the box feedback tasks are assigned to ownership group and the ownership group manager as the assignee. I am trying to understand the logic for this instead of just assigning to the group.Does anyone know why it this way?We may need ...

I would like to connect with other Community Managers

Good morning Community!I am using the ServiceNow Community platform and am interested in connecting with other Community Managers to discuss best practices and utilizing the SN Community platform.Things I would like to share and chat about:Monthly, q...

Toby11 by Tera Contributor
  • 2062 Views
  • 28 replies
  • 22 helpfuls

Role based content segregation

I’m implementing role-based content segregation in ServiceNow Knowledge Management and need the best approach for structuring articles for our Service Desk and end users.Goal:• Service Desk sees the full article, including end user instructions.• End...

Garima26 by Tera Contributor
  • 406 Views
  • 3 replies
  • 3 helpfuls

Resolved! Tags vs Meta field

Hi! We are migrating our current Zendesk Help Center to ServiceNow and I'm hoping to learn more about minimizing the impact on SEO for our content.  I would love any resources the community has connected to setting up ServiceNow knowledge for a custo...

jeanderson by Tera Contributor
  • 2632 Views
  • 11 replies
  • 13 helpfuls

Streamlining Search Results in a Single Knowledge Base

Hi All,In my organization, we maintain a single knowledge base that caters to end users, the service desk, and support teams. Here’s a bit more context:• The knowledge base includes ITIL-marked SOP articles for support teams and service management ar...

Garima26 by Tera Contributor
  • 961 Views
  • 6 replies
  • 2 helpfuls

Resolved! KB article templates - where is the standard template?

Hi, this article mentions the 'Standard' knowledge article template https://docs.servicenow.com/bundle/paris-servicenow-platform/page/product/knowledge-management/concept/knowledge-article-templates.html - can anyone advise why this template isn't vi...

kc1959 by Tera Contributor
  • 4209 Views
  • 6 replies
  • 15 helpfuls

Workspace initial Search for Knowledgebase

HI, Today we use the Field Services Module and Workspace.When the users search within the Workspace we want to limit them to a specific knowledgebase.If they choose to search more knowledgebase we would then offer them to toggle. Is there a way to li...

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