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

[Janelle3]

Thank you for the answers everyone. Wow I'm quite surprised! I had hoped to be able to utilise this functionality I saw on this site. Some of the knowledge articles we create are essentially product documentation / user guides, rather than known errors/workaround style articles. The ability to hierarchically arrange the information into topics, and to get a PDF downloadable version of the content would be very useful and I was hoping to hear it was coming in a later release. 

Do other Knowledge Managers here use the ServiceNow Knowledge module for their user guides and customer-facing product documentation? Customers having only one place to go for IT Support (whether they're logging a ticket, looking up product documentation or searching for solutions to known errors) is a priority for us. It looks like Now Support Portal does this by putting a front-end on that searches both Knowledge Bases and Product Documentation.

[Lauren Methena]

Hi, Janelle! Yes, we use knowledge articles for customer/employee-facing documentation for IT and HR. We developed a simple style guide we can follow to make instructions and guides consistent across the knowledge bases. We're documenting everything from IT guides (how to do certain things in MS programs, update guides, fixes to common errors, etc.) to HR information (policies, benefits info, how-to guides for time entry and other HR systems, etc.). Our guides don't need to be as in depth as what ServiceNow documentation probably needs to be. However, we did use it for our internal ServiceNow documentation, too. I created an entire series that takes people step by step through different knowledge article features. We found some of our users really needed that step 1, step 2, etc., guidance, which usually isn't in SNOW documentation. So, we created our own, and the knowledge articles were fine for that. I'm attaching a PDF example. (Just one of many - that's the only one that's current right now, because I've made a bunch of updates recently.)