Hi all   We're using ServiceNow Knowledge with Now Assist / AI Search, and historically we've populated the Meta field with keywords to improve findability. Since rolling out AI powered search, it seems the platform is finding articles from the article content itself rather than relying on metadata. I'm interested to know if people are still using the Meta field? and If so, what are you storing in that field? is this a move away from keyword tagging?   It was discussed about how valid it is these days and do we even need it since we have GenAI, however in the back of my mind, I'm still reluctant and thought we could still retain it for taxonomy, reporting and governance (e.g. Service, Service Offering, Product, Audience, Knowledge Type) rather than traditional keyword search   I'd be interested to hear how people are approaching metadata in a AI ServiceNow Knowledge environment and whether you've found it still adds value. Thank you.   ... View more

Hi all,   I'm working on a governance document for the program and I'm curious how you build your programs to scale? It's hard to predict the future, but I'm thinking that having good alignment on people, process, technology and governance does the trick. The AI and tech is going to change so how do you all prepare for that? I'd love to know your thoughts. Thanks! ... View more

Good afternoon,  We currently have a taxonomy for Catalog Requests and Knowledge, but we are thinking that we can do better and would like to see where we can improve.  We are a law firm.  Are there any other law firms that are willing to share their self service taxonomy for Catalog and Knowledge? ... View more

I have noticed that when a knowledge article link is set to open as New window (_blank) if it doesn't contain a protocol such as https:// before the link it will open in a new tab with the message "The page you are looking for could not be found". Examples amazon.com. When I type "amazon.com" as the link it opens correctly in a new window but it cannot find the page. But if I were to directly type in amazon.com into the address bar it automatically opens and adds the https:// so there is no need to type it. If resolves as long as we add the https// into the URL field.   Previously we did not add https:// in front of some links and they were working fine. Then this past weekend it changed. Wondering if anyone else has seen this issue from a recent update or possibly this is something that has been going on for a while that was just noticed.   Thank you. ... View more

Hi Community,   We have a number of legacy Knowledge Articles currently stuck in Review and Pending Retirement states.   These articles were submitted for approval before I was added as the Knowledge Manager / Manager of the respective Knowledge Bases. Since the approval records were created earlier, my name is not present in the Approvals related list, and I am therefore unable to approve/reject or complete the workflow for these articles.   I currently have the Knowledge Admin ("knowledge_admin") role, but I do not have the Platform Admin ("admin") role.   Some of the original approvers/authors are also no longer responsible for these Knowledge Bases, and in some cases may no longer be active users.   I now need to clean up this legacy backlog and, after validation, either:   - Publish the articles that are still valid - Retire the articles that are no longer required - Move/cancel them appropriately if they should not proceed further   What is the recommended OOB/supported approach for handling these existing approval records?   Specifically:   1. With the "knowledge_admin" role, is there any supported way for me to process or take ownership of these existing approvals? 2. Can the current Knowledge Manager be added as an approver to already existing KB approval records? 3. Is there a supported way to regenerate/reassign the approvals based on the current Knowledge Base managers? 4. Can the existing workflow/approval be cancelled and restarted without directly manipulating the workflow state? 5. For a large number of legacy articles, is there a recommended bulk remediation approach? 6. Does the approach differ if the Knowledge Base is using legacy Workflow versus Flow Designer for Publish/Retire approvals?   I would prefer not to directly update the "workflow_state" or manipulate approval records through scripts unless that is the recommended/supported approach.   Any guidance or best practice for cleaning up this type of legacy KB approval backlog would be appreciated.  ... View more