Does ServiceNow Production Documentation use the Knowledge Module?

[Janelle3]

Hi everyone,

I've been wondering if ServiceNow use the ServiceNow Knowledge Module for their Production Documentation found in https://docs.servicenow.com/

I would love these features for knowledge articles:

* Button to export content to PDF 

* Topic and sub-topics - being able to organise articles hierarchically into something like a user guide 

* The social share icon to share the page

I also like the tags, although I think they should be clickable!

Does anyone know if the Knowledge module is being used, or is this something custom developed for their Product Documentation? 

Cheers,

Janelle

[Kim Tillano]

@jaimehonaker - I don't want to be a troublemaker, but if ServiceNow doesn't use their own knowledge product for knowledge...what do you have that is better, because I want it, too.

[Lucas Vieites]

Hi Kim, thank you for this question. This is a recurring comment we get once in a while. We do use our own Knowledge product, we use it for our customer-facing Knowledge Bases, as well as internally. But there are many differences between knowledge base content and product documentation, and both kinds of content need different solutions.

Each of the releases we have on the docs site (4 active releases) is made up of over 22 thousand pages/articles of content per release. I think you can imagine the huge effort it would take to maintain all that if it were KB articles.

[Leri Andrews]

As someone who helps to maintain over 25,000 KB articles, I can confirm that it is a huge effort. I'm just off now to have a look at Zoomin..... 😉

[Kim Tillano]

Thanks for the info.  We are just in the early stages of moving and consolidating all of our documentation, but as you can imagine, American Family Insurance and it's many operating companies also has a lot of documentation ranging from structured legal documents to product documentation and very complex processes, etc.  I will also need to look into this option.  It seems it is a tool that works seamlessly with ServiceNow's knowledge application, so that is good to know.

[James OBrien]

You may want to consider using the managed document module for the legal paperwork. You can keep them in pdf, tiff, or whatever native format you are using. We had issues with these trying to add them as attachments to articles. You can publish managed documents as articles when that option is active. There are a lot more specifics to it but this should help get you started.  I’m at Mayo Clinic myself.