Can an article sit on multiple KBs

[Jen_C]

Hi All,

I have multiple knowledge bases, service desk agent facing and customer self-serve facing. There are some articles that are relevant for both audiences. I was using AI to try to discover if one article can be assigned to multiple KBs to avoid duplication and maintenance efforts. This is the result I got back from AI but I do not know if its correct. Any advice and guidance would be greatly appreciated.

Can a service now knowledge article sit on multiple knowledge bases?

Yes, a ServiceNow knowledge article can be associated with multiple knowledge bases. This can be useful if you have multiple departments or teams that need access to the same article. By associating the article with multiple knowledge bases, you can ensure that it is easily accessible to all relevant parties. To associate an article with multiple knowledge bases, you can simply select the appropriate knowledge bases when creating or editing the article.

how do you select multiple knowledge bases

To select multiple knowledge bases for a ServiceNow knowledge article, follow these steps:

1. Open the knowledge article that you want to associate with multiple knowledge bases.
2. Click on the "Edit" button to edit the article.
3. Scroll down to the "Knowledge Base" section of the article form.
4. Click on the magnifying glass icon next to the "Knowledge Base" field to open the "Lookup" window.
5. Select the first knowledge base that you want to associate with the article and click "Add".
6. Repeat step 5 for each additional knowledge base that you want to associate with the article.
7. Click "Update" to save your changes.

Once you have associated the article with multiple knowledge bases, it will be accessible from each of those knowledge bases. This can be helpful for ensuring that the article is easily discoverable by all relevant parties.

Thank you in advance

Jen

[Eoghan Sinnott]

Hi Andrew, 

I believe that this still doesn't allow you to have one article exist across multiple Knowledge Bases. While Taxonomy topics being global and can be used across multiple Knowledge Bases is true, that doesn't mean that the same article can exist across multiple knowledge bases. It just means that you can have articles from multiple Knowledge Bases show under the same Taxonomy Topics.

[Kim27]

Hi Jen, I think with the current limitations, this may be a good use case for a knowledge block. You would still need to create multiple articles for each knowledge base, but with the knowledge block you would only need to update the content once. In our environment, we have one KB for level 1 agents and self-service, but leverage the "can read" to block agent content from self-service view. 

[Vickie Runyon]

Knowledge blocks are also KB-specific.