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 towards reporting that the Caller was given an SOP/QRG attachment as part of the resolution, or does it mean that this is an area where we would want knowledge created?   Thank you! ... View more

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 this wasn't an option. Now we're being told it is an option, but I'm having trouble finding documentation on how to make this happen. Currently, we're missing the "can read/cannot read" fields on the knowledge category tab form within the knowledge base. (Being told we should be seeing them in this screenshot.) Does anyone know where in the configuration we could add these labels/fields to this tab or if there's a plugin or something that needs to be turned on/applied to make them appear? Thank you! P.S. Here's one of those old articles that offers a workaround, but I haven't been able to find any more current info. https://community.servicenow.com/community?id=community_question&sys_id=615a5964dbf8f388a39a0b55ca9619b9 ... View more

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 Knowledge Article Authoring Best Practices for Now Assist in Virtual Agent - Support and Troubleshooting    ServiceNow says: ​Now Assist parses KB articles as HTML + text, not visual layout. ServiceNow's KB Content Style Guide stresses simplicity, white space, and semantic formatting for both human and AI consumption. - Recommended Tags <h2>, <h3> for sections <p> for paragraphs <ul><li> for lists <strong> for emphasis      In this article: Best practices to use your knowledge articles with... - ServiceNow Community   ServiceNow says: Formatting best practises Use a clear structure with titles, subtitles and steps:  Write knowledge articles in a clear and structured manner, with well-defined sections or headings that organize the information logically. This structure helps the generative AI model understand the content hierarchy and generate coherent responses. Utilize headings, subheadings, and bulleted lists to break down complex information into digestible chunks.      Questions  Are there any recommended approaches to this? Not just "utilize headings and subheadings" but actual concrete and practical recommendations? That can be written explicitely in a Content Standard. When to use h2, h3, h4... Are there any ways to globally change the font size of a heading? I found this Knowledge headings and formatting - ServiceNow Community. Which doesn't have an answer. Because it looks very off in the knowledge article when "Issue"...."Resolution".... or other fields are smaller than subheadings within a field. It looks like a bad template. When I inspect a knowledge article it says that the fields (Issue..Resolution...) are h3. Does that mean the content subheadings should be h4, or am I thinking about that wrongly? If a Resolution field has more than one resolution in it, should each one have a heading (H2/H3), or is a bold title correct? This is the same question I had here: Re: Formatting multiple resolutions in the resolut... - ServiceNow Community   ------   For example, I'm writing an article about knowledge blocks where in the "Resolution" field I have this:    Create a knowledge block (h3)   Solution 1 - Create a knowledge block backend  (regular paragraph) Do this Then this   Solution 2 - Create a knowledge block when you write a knowledge article  (regular paragraph) Do this Then this   Edit a knowledge block (h3)   Solution 1 - Edit a knowledge block backend (regular paragraph) Do this Then this    Solution 2 - Edit a knowledge block while creating a knowledge article (regular paragraph) Do this Then this Then this   Is this correct?    Sorry for the longer post. ... View more