Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content.  ServiceNow releases Knowledge Center, a new workspace designed to simplify and accelerate every part of the knowledge lifecycle with a focus on improving overall knowledge health. ... Afficher plus

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! ... Afficher plus

We want to have total view count of knowledge articles over period of time : and the date filter is usually a platform analytics filter such as last 7 days, 30 days, etc? How would we achieve this? the user just wants to see one row per knowledge article and total view count ... Afficher plus

I'm hoping someone can help. I am a new Knowledge Manager in an HRSD kb. We don't have translations turned on yet but have articles translated through a professional company. I am trying to figure out the best practice for articles that have 2-3 different languages. Do I create 2-3 different knowledge articles or 1 long knowledge article?   I don't know when/if we will get any translations turned on. We just went live with this instance in September and no one in my org has translated articles/does translations. From what I understand, we are mostly OOTB, with some customizations.    Thank you for your help! ... Afficher plus