Hi, Everyone! We typically create How-to articles with a screenshot after each step. In Advanced Editor, we can reproduce this layout by alternating text and image blocks. However, doing so divides one procedure into many separate text blocks. My concern is that this could affect how well AI Search or Now Assist understands the article as a single, continuous procedure. Has anyone tested or used this structure in practice? I would be interested to know: How you structure screenshot-based procedures Whether separate text blocks affect AI understanding Whether one screenshot per step is common in your organization or region Any examples would be very helpful. ... View more

I am trying to create a AI based knowledge repository in ServiceNow and wanted to create AI-integrated Dashboard, is it possible?  ... View more

N.A ... View more

We are making our KB available to a new audience. The OOTB solution for feedback is that when someone marks and article as helpful/not helpful, a dialog box opens allow them to select from a list of responses.  The default response is "Other."  There is a comment box available to add details, should the user wish to do so.   Some of members are arguing to make the details mandatory if "other" is selected claiming that we may end up with negative feedback that isn't specifically actionable. Others, including me, are advocating for leaving the ability to submit without comment to ensure the best user experience and minimal barriers to providing feedback. My inclination is to adopt a position of "address it if it is an issue," especially if the risk is negligible.  I'd like to hear your opinion on the matter. Thanks, Adam ... View more

As an MSP, our operations teams use ITGlue today, to document our customers' IT infrastructure (among other things). We have a set of "flexible assets", which represent a templatized list of fields representing related objects. We define the fields required for each flexible asset. For example, to describe a customer's virtualization environment(s), we use the "Virtualization" flexible asset. Fields in this flexible asset include: - Name A string Location A link to a "location" object Virtualization technology A choice box listing various technologies (e.g. VMware, Hyper-V) Management server A link to the configuration item record for the management server Management URL A string Login secret A string (the URL to the credential in our password vault) Virtualiztion hosts One or more links to the CI records for the VM hosts Storage systems One or more links to the CI records for the storage devices In Monitoring A checkbox indicating if the environment is monitored by us Date of last update A calendar chooser, to select a date Technician assigned to update A choice list of some of our employees In ITGlue, our operations teams can navigate to a customer's page and see all of the flexible assets assigned to them. By selecting the desired flexible asset type (e.g Virtualizaiton), they can see a list of all instances of that asset, associated with that customer. I am looking to replace this functionality in ServiceNow, but have not yet identified the way. I looked at technical service offering, but it doesn't seem to match. Maybe I am missing something there or is there a better way? Should this question be asked elsewhere? ... View more