Different KBA Types

Tara Bauch
Tera Contributor

‎04-29-2022 02:08 PM

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? 

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jaimehonaker
ServiceNow Employee
ServiceNow Employee
In response to David Kay

‎05-04-2022 04:18 AM

Agree 100% @David Kay thanks for this great response!

You reminded me, we used to use only the Standard template and people went "rogue" (imaging scrolling headers) creating their own templates and design. Using the pre-set filled-in templates, with only 3 templates triggered from knowledge creation from the case, creates a lot more consistency.

We found that providing the templates made it easier for our Support engineers to just fill out a form, instead of think about the design of an entire article. So for us, it simplified things and yields more content created in the moment.

It also creates more consistency for the customer, who can immediately recognize article types as they see them and know what to expect in an article. I'm sure you can tell, I am very passionate about templates - but they've worked out really well for us!