Do you use Knowledge Templates?

[Andrew64]

Hello, If you are using Knowledge Blocks or Knowledge Templates, I kindly request you to consider upvoting this idea. Thank you.

https://support.servicenow.com/now?id=view_idea&sysparm_idea_id=483913ca477b35183542f24c736d4390&sys...

Thank you for your time!

[Vickie Runyon]

I don't understand the purpose of the idea.  We use both a custom knowledge template AND knowledge blocks inside that template. I don't see why it would need to be either/or.

There are limitations to each technology:

Templates; once an article is written using a template, it cannot be switched to another template without being recreated as a new article in the other template.

Blocks: blocks are specific to a particular knowledge base and cannot be used across multiple knowledge bases. I believe there is an idea in progress to make the blocks available across knowledge bases.

[Andrew64]

Hello Vickie, Thank you for your post. I would like to see how you achieve a custom knowledge template with knowledge blocks inside that template. 

I agree with your limitations, and I hope the multiple Knowledge base issue is fixed.

[Vickie Runyon]

It's been over a year since we started using our custom template and knowledge blocks but I don't remember needing to do anything special to marry the blocks with the template.

In order to use blocks, you do have to check the Enable Blocks setting on every Knowledge Base where you plan to use blocks. Then, you build out the desired Knowledge Blocks so that they are available for use for each knowledge base.

For our usage, we create or update articles, and where needed, we Insert a block that has been created for the knowledge base. The block might be inserted into any of the fields we have in our KCS-based template.

We also use blocks on the OOB Known Error knowledge base and use the OOB Known Error template.

Could you describe what difficulties you have experienced when trying to use a custom template and knowledge blocks together?

[Kim27]

Hi Andrew, when custom knowledge templates and blocs were first introduced a few years back, they did not work. If the block was updated, it was not reflected in the article itself. We did not use blocks because of this issue. Believe me, your point about consistency across ServiceNow is a pain point for us as well! 

Recently, we've tried them out again and discovered they do work as expected now and we are just starting to use them again. 

I created a test to validate they are doing what's expected and I did find you have to ensure your block matches the metadata of your article. Putting the block in the global domain did NOT allow the block to display in an article that wasn't also in the global domain. 

Here are the steps I took. Maybe you can add some additional context as to what isn't working in your instance? 

1. Ensured that blocks are enabled for KB
2. Created and published a test KBB. Made sure it has the same can read or other parameters of the article. 
3. Added the KBB to the article with a custom knowledge template by clicking in the article where I wanted the block to appear. Then "add blocks" in the upper right corner, selecting the block, and clicking "insert". In the screen shot, you can also see the confirmation that it has been added.
   
   
   
   
   
4. Once added, the block looks like this in your article
   
   
   
5. I confirmed the KBB text was appearing in the article. I then updated the block and confirmed the block updated within the article itself
   

I hope this helps! 

[wow-on-now]

@Andrew64 If you are looking to use awesome designed templates alongside Knowledge Blocks, check out this ServiceNow certified app called Amaze by Intellective in the ServiceNow store. You can get a free trial and see for yourself.