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Knowledge Managers

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Group Activity

Embedding Documents (e.g. PowerPoint Presentations) in Knowledge Base Articles

Hi all,  We're interested in embedding documents (e.g. PowerPoint presentations, Excel spreadsheets) in the body of a knowledge base article. Does anyone happen to know if this is possible? The latest post is from 2023 and would require adding a script.  Thanks in advance! ... View more
kelbel
By Tera ContributorKnowledge Managers a week ago
556 Views
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Export options for FULL KB articles (including screenshots)

What are my options and formats for exporting KB's en masse, and not just in list format i.e. full articles with screenshots, etc.? ... View more
Sam78
By Kilo ExplorerKnowledge Managers‎02-21-202208:36 AM
15,376 Views
4
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Rich Content Pages Video Tutorial

I've built Rich Content Pages before, but it's been a while. I see the tutorial here but is there a good video creation and modification walkthrough? I couldn't find one on you tube. Thanks.   ... View more
drosenst2
By Giga ContributorKnowledge Managers a week ago
344 Views
1
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Backend vs Frontend Taxonomy

In your experience, how do you all differentiate the browsing/filtering structure for the backend vs. the frontend taxonomy for knowledge articles? Is it exactly the same or different? Do you match that structure in other HR/IT applications across the board outside of SNOW?    Also, do you see a big difference categorizing every article to help with Now Assist/Chatbots/AI in general?   I have a lot of thoughts and experience doing this, but don't want to bias the conversation. Any feedback is greatly appreciated.   ... View more
drosenst2
By Giga ContributorKnowledge Managers 2 weeks ago
914 Views
6
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Weighting when searching for knowledge articles

How is the weighting of the fields within an article and the search location weighted when searching for knowledge articles in ServiceNow? ... View more
Rocco K_hling
By Tera ContributorKnowledge Managers‎04-29-202603:26 AM
1,182 Views
5
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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...

  • blog

Resolved! Rich Content Pages Video Tutorial

I've built Rich Content Pages before, but it's been a while. I see the tutorial here but is there a good video creation and modification walkthrough? I couldn't find one on you tube. Thanks. 

  • Question

Backend vs Frontend Taxonomy

In your experience, how do you all differentiate the browsing/filtering structure for the backend vs. the frontend taxonomy for knowledge articles? Is it exactly the same or different? Do you match that structure in other HR/IT applications across th...

  • Question

Introducing Knowledge Center with Advanced Editing, powered by Now Assist

Introducing Knowledge Center Smarter Knowledge Management with Now Assist AI and Advanced Editing   Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content.  Today, December 11th 2025, ServiceNow rel...

  • Article
  • Advanced Editing
  • Knowledge Center
  • Knowledge Management
  • tinymce

A beginners guide to knowledge gaps

Hi all.I say a beginners guide, I joined this team to manage problem, however I seem to have had knowledge thrust upon me with no guidance, so I'm learning as I go. I've been tasked with trying to address knowledge gaps in the public knowledge base, ...

  • Question
  • knowledge
  • knowledge gaps

Questions on Now Assist best practises for knowledge articles

Hi all! Long text coming up Got quite a few questions regarding Now Assist best practices for knowledge articles, and would love some thoughts. We've been looking at KB2823162 (Knowledge Article Authoring Best Practices for Now Assist in Virtual Age...

  • Question
  • Knowledge Management
  • NowAssist

Resolved! What is the Knowledge check box for in Resolution Information?

Hi There! I am brand new to ServiceNow Knowledge Management, and doing some exploring, so I had a quick question. On the incident form under the Resolution Information tab, there is a check box for "Knowledge". What is this used for? Does it go towar...

  • Question

Is it possible to get a copy of an "out-of-the-box" table?

I would like to add the Technical Support Tier 2 and Technical Support Tier 3 groups to the ServiceNow Knowledge article Can Read / Cannot Read fields. I believe it is in the sys_user_criteria.list table, which I can't access. The goal is writing a g...

  • Question

Resolved! Apply Can Read Criteria to Knowledge Categories and Child Categories

Hello! We are trying to apply CAN READ criteria to knowledge categories and knowledge child categories within a knowledge base in order to limit the user audience that can access the articles in those categories. I've read info from years ago that th...

  • Question
  • Knowledge Management

Resolved! Knowledge article headings - what to do?

I recently tried to figure about something similar but I'm not sure the one answer there is correct, so I'm just going to try again: Re: Formatting multiple resolutions in the resolut... - ServiceNow Community ---------- In this article: Guidance on ...

  • Question
  • Knowledge Management

Resolved! Images disappearing on published articles

We've been having an issue recently where an article with images will be published and then we'll get feedback that the images are missing and when I go back to the article it's the alt text visibile. Is there something I should be doing to make sure...

  • Question
  • Knowledge Management

Move an article from one instance to another.

Is there a quick method to move an article from one instance to another?Our use case is to keep all the bookmark links/attachments, images and links to other articles in-tacked and directing to the new instance as we are trying to refresh the content...

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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
1013 members
Open group
Created 09-02-2022
Members (1,013)
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