Hi! Has anyone experimented labeling a knowledge article internal or external? Either through a custom solution or some other clever way.   Background: We currently have two knowledge bases per customer (we're a consultancy). External base (usually about 80% of the articles) and internal base. Only the external base is connected to the Service portal. This if fine but i'd love to have only one knowledge base with the option to mark something as internal, and not have them show up in the customer-portal. Having two knowledge bases is more administration, as we have lots of customers etc. ... View more

Hi All,   I have multiple knowledge bases, service desk agent facing and customer self-serve facing. There are some articles that are relevant for both audiences. I was using AI to try to discover if one article can be assigned to multiple KBs to avoid duplication and maintenance efforts. This is the result I got back from AI but I do not know if its correct. Any advice and guidance would be greatly appreciated.   Can a service now knowledge article sit on multiple knowledge bases? Yes, a ServiceNow knowledge article can be associated with multiple knowledge bases. This can be useful if you have multiple departments or teams that need access to the same article. By associating the article with multiple knowledge bases, you can ensure that it is easily accessible to all relevant parties. To associate an article with multiple knowledge bases, you can simply select the appropriate knowledge bases when creating or editing the article. how do you select multiple knowledge bases To select multiple knowledge bases for a ServiceNow knowledge article, follow these steps: Open the knowledge article that you want to associate with multiple knowledge bases. Click on the "Edit" button to edit the article. Scroll down to the "Knowledge Base" section of the article form. Click on the magnifying glass icon next to the "Knowledge Base" field to open the "Lookup" window. Select the first knowledge base that you want to associate with the article and click "Add". Repeat step 5 for each additional knowledge base that you want to associate with the article. Click "Update" to save your changes. Once you have associated the article with multiple knowledge bases, it will be accessible from each of those knowledge bases. This can be helpful for ensuring that the article is easily discoverable by all relevant parties.   Thank you in advance Jen ... View more

Hi, For those who use different templates, once a KB article is published, can you switch from one template to another ?    Use case: Article created with the QA template, fields:  Question and Answer Then this article is seems to be more a break and fix issue, we want to use the Breakfix template with fields: Issue and Solution   Do I need to create a new KB or there is a way to reload the KB with the new template and copy the content of the fields ?   Thanks   Rene     ... View more

Sorry about the long read!   Note: I'm mostly curious to hear thoughts and experiences from your organisation — don't get too hung up on the specifics of our setup! 🙂   (And hopefully don't just answer that we need better content approval)   We're evaluating whether to expand beyond a single KCS template. Some context: Large organisation, multiple departments (IT, HR, Marketing, Finance, etc.) Early KCS adoption — CoE, knowledge coaches, delegated contributors, no content approval team Current single template (Title – Description – Resolution) feels IT-centric, losing non-IT contributors A "Standard" template sits alongside it — non-IT newcomers tend to default to it instinctively Knowledge flows both reactively and proactively — not all knowledge is demand-driven We are going to test variations internally based on lots of existing knowledge and tickets from different departments.   We're considering adding:  Problem & Solution Question & Answer How To But I'm concerned about overlap and decision fatigue, especially without a content team to catch inconsistencies. Here's the problem illustrated. The same topic, three valid templates:   IT example — "Reset my password"   Q&A: Question: How do I reset my password? Answer: Go to the login page and click "Forgot password" How To: Introduction: This guide explains how to reset your password Instructions: Step 1, Step 2... Problem & Solution: Problem: User cannot log in due to forgotten password Solution: Navigate to...   HR example — "Missing paycheck"   Q&A: Question: Why haven't I received my paycheck? Answer: Contact payroll at X with your employee ID How To: Introduction: This guide explains what to do if your paycheck is missing Instructions: Step 1, Step 2... Problem & Solution: Problem: Employee has not received expected paycheck Solution: Navigate to the payroll portal...   A contributor sitting down to write either of these has to make a judgment call. And in a large, (mostly) self-regulated program, three people could write the same article three different ways. Good content standards help — but realistically, people won't consult them every time.   This gets even more interesting for proactive knowledge. Organisational content that isn't tied to a specific incident or request. That content often doesn't fit neatly into any of these templates either?   I know KCS leans toward a single template, and I understand the reasoning. We've tried it, it's not landing across our departments, and I don't think more training alone will fix it.   What are your experiences? Or thoughts?   Thank you! ... View more

When our authors paste content from Word, emails, or AI tools into the knowledge editor, it always seems to get weird when published.  Font sizes for instance. There's the "Clear formatting" button that fixes it, but we'd love to skip that manual step entirely.   Has anyone configured the editor so that formatting gets stripped automatically on paste, ideally keeping things like headings and lists, but dropping all the inline styles and external CSS?   For instance, when I do the same here in the forum and click post it gives "Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.". Something like this!   I might have asked the question wrongly/incorrent based on my understanding of the editor. If so please let me know😄   NB: I've read this thread Solved: Looking for a way to clean up the bloated Microsof... - ServiceNow Community ... View more