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Knowledge Managers

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feedback tasks assigned to ownership group but assignee is not a member of the group

We use the Knowledge Management module. A feedback task is created . We are using ownership groups. The feedback tasks is assigned to the ownership group and the manager of that group. When they reassign the feedback tasks they noted they see the author of the article in list of assignees even though the assignee is not a member of the ownership group. We can not figure why we have assignee that is not members of the ownership group.   ... View more
JulietChicago
By Tera GuruKnowledge Managers Wednesday
151 Views
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Enhancing Inclusivity: ServiceNow's New Accessibility Checker for Knowledge in Yokohama Release

Discover how to create more inclusive Knowledge articles with the built-in Accessibility checker. Learn to identify and resolve accessibility issues quickly, ensuring your content is accessible to all users. Improve your Knowledge base with just a few clicks ... View more
Eoghan Sinnott
By Kilo SageKilo SageKnowledge Managers‎01-31-202506:26 AM
2,240 Views
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Is Genius Results Stealing View Count?

Hello, When Genius Results provides an answer, and the user resolves their issue without clicking the attached article, does that interaction count toward the article’s view count? I’m concerned that if Genius Results satisfies the user without a click, the article may appear to have zero views, even if it was effectively referenced hundreds of times in the Genius Results. This could lead authors to retire valuable content under the assumption it’s unused, when in reality it’s contributing significantly through Genius Results. Your thoughts on the matter would be appreciated.  ... View more
Andrew64
By Mega GuruKnowledge Managers a week ago
167 Views
1
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SharePoint Repositories as part of Knowledge Strategy- Some Questions

Happy 2024 everyone! May 2024 be kind to all of us. We are looking at implementing a document repository on SharePoint to complement our knowledge base. Hoping to learn from your experience on this topic.   1. How well/not well is it working for you? What is your setup? 2. What are potential landmines/issues to look out for? 3. How does search metrics get tracked? i.e. does it appear under sys_search_event?   Appreciate greatly any inputs, thank you so much in advance! ... View more
Jayne Loh
By Tera ContributorKnowledge Managers‎01-04-202408:37 PM
3,133 Views
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Knowledge Management Dashboard - Click through rate and average click rank

We have many separate knowledge bases and would like to get the click rate/rank on each separately as needed.  The PA widgets for the KM dashboard only let you change KB categories.  I would have to select 27 categories every time I want to see this data and it will not allow me to select any other way.    In addition, just like other areas throughtout ServiceNow, duplicate entries (2 or more categories that have identical names though they live in different knowledge bases) are indistinguishable from each other so I can't tell which one to choose.   Does anyone have a way to get this data at the KB level?  I don't have access to create/edit PA, but I can provide potential solutions to our dev team.     ... View more
Kim Tillano
By Tera ExpertKnowledge Managers‎08-22-202304:19 PM
1,504 Views
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Featured KMUG - AI search and Knowledge Management Best Practices

Recording Link:   Knowledge Management User Group (KMUG) AI Search and Knowledge Management Best Practices The presentation has been attached to this blog post as a PDF. The Q&A have been transcribed into the comments on this post.     Hello everyon...

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Is Genius Results Stealing View Count?

Hello,When Genius Results provides an answer, and the user resolves their issue without clicking the attached article, does that interaction count toward the article’s view count?I’m concerned that if Genius Results satisfies the user without a click...

  • Question
  • AI Search Genius Results
  • view count

Resolved! SharePoint Repositories as part of Knowledge Strategy- Some Questions

Happy 2024 everyone! May 2024 be kind to all of us.We are looking at implementing a document repository on SharePoint to complement our knowledge base.Hoping to learn from your experience on this topic. 1. How well/not well is it working for you? Wha...

  • Question

All KAs and their average click rating

 Where do you find average click rating to show in a list report? We have a requirement for a list report showing  all the knowledge articles by their KA Number Short Description (title), Category, Can Read / Cannot Read, Country ISO, View Count Aver...

  • Question

Knowledge Reporting

How to create Knowledge based reports that can effectively manage the currency, utilization and overall health of Knowledge within my organization.

  • Question
  • Knowledge Management

How is relevancy calculated in article search?

Hi All, I wanted to understand, how is relevancy calculated in articles search (related search) from a HR case form. Sometimes the relevancy score shows very high, for ex: 1000+ points and sometimes it shows in 100's. I want to know how it is calcula...

  • Question

Linking incorrect knowledge articles

Hi allI was wondering how people deal with issues/teams, where an analyst will link or attach an incorrect knowledge article to an incident. Example, analyst links an Adobe article to an issue regarding MS Teams. At the moment, I'm trying to push our...

  • Question

Can't Create Knowledge Ownership Group - Zurich Platform

As in title. Can't create a Knowledge Ownership Group (even with knowledge_admin role assigned).The glide.knowman.ownership_group.enabled property is enabled, per this documentation:Activation informationTo enable the use of ownership groups, enable ...

  • Question
  • Knowledge Ownership Groups

Creating a report that tracks changes in knowledge article content

Hi,First time poster, long time lurker, as they say... Is there a way to create a report that tracks which articles have not had any changes to content made, when "Valid to" date is updated? My company wants to keep track of which articles are simply...

  • Question

Linking article to CI

Hi All Could you please share your experience with what other records you link Knowledge articles in ServiceNow?My Understanding out of the box functionality is linking to CI. If you link to CI, do you restrict to what CIs it can be linked e.g. Servi...

  • Question

Article Templates - what we use internally for KCS

This blogpost describes the templates we have found useful for our internal Support teams to create KB articles, normally created from the cases they are working. This is an internal KB article, but we wanted to provide an example of the types of con...

  • blog

Resolved! How to identify type of approval with table: "sysapproval_approver"

Hi, I'm looking for a way to identify approvals I need to make form a list. I use "sysapproval_approver" table but there is no column telling me if the approval is for retirement or for publishing. I some rare cases I need to make mass approval for r...

  • Question
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Group Information
Knowledge Managers

Knowledge Managers

Knowledge managers make sure that the team or project that they are working with, are doing the knowledge management that they are supposed to do. Join this group to learn how Knowledge Managers use the ServiceNow AI Platform to achieve the functions/goals to lead governance and be a champion for adoption. For more information on Knowledge-Centered Service and the Consortium for Service Innovation see their site and YouTube playlist. https://www.serviceinnovation.org/kcs/ https://www.youtube.com/@CSInnovation
928 members
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Created 09-02-2022
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