Different KBA Types

[Tara Bauch]

I'm trying to find out what the benefit would be to using the specific types for KBA's - Standard, FAQs, What is, How To, KCS. We have a relatively knew knowledge base without a ton of content but my predecessor did all the KBA's in "Standard" - and many of those should be "How To"  or "KCS" articles. Is there a compelling reason to change those to their correct type and then make sure all new ones are correctly identified to their category going forward? 

[Jason Sturgeon]

Oh boy I can't wait to hear the replies on this one! We have them turned on and I am not realizing any value added. Maybe there is something I am missing though. 

One item of note that makes me shy away from these templates it the table of contents tool is not working in anything other than the 'Standard' template in our instance.

P.S. We are on Rome

[Tara Bauch]

Thanks for that info, Jason - are you aware of any plan to resolve this table of contents issue in a later version? 

[Jason Sturgeon]

I am not. It is not entirely clear to me if this is an issue with our instance or if this affects all ServiceNow customers. Sometimes how the system behaves depends on what version your organization started with. 

[jaimehonaker]

We do actually have it available in the KCS Solution template (at least-didn't check the others), but I'm not sure why though. I think it would tend to create an awkward article design, having the "Description header," and then a TOC? But I'm really curious how you would use it in the other templates, because I can't think of how we would, but not sure if others would find a use for it. (Image attached of Solution template and TOC button.)