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? 

[jaimehonaker]

Jason - it looks like you are trying to use the TOC using Paragraph? From what I understand, you have to use a header to trigger the appearance of the TOC - more information here: https://community.servicenow.com/community?id=community_blog&sys_id=ae29fcab1be6ec1038739979b04bcbb1

[jaimehonaker]

If we are talking about the templates, we actually did the same. We used Standard as our go to for sometime, and then people would "overlay" the templates, until we switched to KCS, and then had to make a motion to move them all into one of the three templates we chose to have - what is, how to, and solution. My two cents, is that if you are at the beginning of your knowledge creation journey, go ahead and set them up and start using them. It will be a lot less to move over than when you officially change to it. They help with organization of created content, by having certain fields to create consistency across a knowledge base. Including screenshots below so you can see the different between them. 

[Jason Sturgeon]

Interesting. The templates in your screen shots are different that the ones in our instance. All of these look like they are KCS-Centric. Are these for Customer Service Management?

[jaimehonaker]

Yeah, I'll have to get back to you on that. 😉 Not for certain...

[Tara Bauch]

Yes, Jason, they are different than what our instance shows as well. And you're right, they do appear to be KCS-Centric. I will be interested to learn and hear more from @jaimehonaker.