Determining Knowledge Categories for End Users

[SuzyH_]

Does anyone have any suggestions for end user categories as far as grouping knowledge articles?

[Vickie Runyon]

The Employee Center experience is a search box on the home page. It's very much an out-of-the-box design. The search results can include knowledge articles and catalog items.

We do use categories and subcategories for our knowledge articles. They closely match our Incident categories but are not the same. I do echo @David Kay's advice about designing a taxonomy - but also wanted to provide a different perspective that maybe it's not as important as it used to be.

[mamor]

Thank you Vickie. Your insights is appreciated and it's an interesting approach.

I definitely have to jump into the OOTB features of Knowledge Management in ServiceNow to see what it looks like and see if it addresses our needs. 

[MichelleMSmith]

I am with you Vicki! We have categories and sub-categories, but we use it mainly for internal reporting, that aligns with our incident categories 🙂

[tahor]

User Hardware > iPhone (Hardware Name) 

[Grant Rowh]

If you have a UX team at your organization, consider involving them for some user testing. If you don't have that resource, this can be performed by your Knowledge Admins as well. Try to get at least 10 people who represent your user base and provide a list of sample articles to be sorted and grouped, in whatever way makes sense to them. That will help reveal how your end users would expect the categories to be laid out.