A large number of our public knowledge articles are not being indexed by Google Search. This was shown in the Google Search Console which we recently configured for our portal.   The main reason for not indexeing the knowledge articles is "Duplicate without user-selected canonical". We have not set a Canonical URL for our instance so this might help in getting more of our public knowledge articles to get indexed and thereby findable on Google Search.   The ServiceNow documentation (Configure custom SEO tags for canonical URLs and localized knowledge articles) tells us to change the SPSEOHeaderTagsArticleView script it does not clearly tell what we should change to define the Canonical URL. We also found that there is a option to set to determine if page should use a SEO script, but this seems not specifically for knowledge articles (see ServiceNow documentation: Enable SEO for localized versions of a portal page). The documentation refers to the SPSEOHeaderTags script. Can someone help us out what we should change and if the SPSEOHeaderTagsArticleView script is the only thing we need to change? ... View more

Hello Community,  One of the key performance indicators I would like to track is how many incidents are resolved by using existing knowledge articles.  Does anyone have any experience in tracking this information and would care to share what their strategy was in order to implement it?  At first, I thought that we can create an incident Resolution state as "Resolved with Knowledge". However, I want to ensure I am thinking of any implications that may have.  I would appreciate your insight!  ... View more

Just a little warning if you've made articles 'featured' on your employee portal.  They remain there even if they are retired (at least if you're knowledge admin they do, I haven't tested for the ordinary user). Something for your contributors to check if they retire anything. Not sure why 'related articles' doesn't do the same but I am glad it doesn't! ... View more

  SCENARIO: Cloud Dimensions finds great value in the metrics provided from the CMDB Health Dashboard, however they want to group several classes together to provide a consolidated view, easier navigation, and more meaningful metrics for the classes they care about. In order to accomplish this, Cloud Dimensions wants to configure a CMDB Health Group.   What I have done- 1. Created CMDB Group and added windows and unix server class as cmdb_ci_unix_server and cmdb_ci_win_server. 2. Can see all 146  servers. 3. Executed queries for completeness, correctness and compliance. 4. Refreshed CMDB Heath dashboard and can see completeness 100% with 146 CI but in correctness seeing 1% which should be 11% as per the assessment.   Validation is failing after this. ... View more