How do YOU utilize your videos in the ServiceNow KB?

[Mike Clemons]

Hi everyone,

I'm curious if you utilize the use of videos within your KB Articles and, if so, how? Here's how I currently use videos within my KB:

I give the KBA a title starting with a prefix of the product area it covers and I add in a camera emoji at the end to denote that it contains a video:

Once the end-user clicks into the KBA, there's the standard text in question and answer format then at the bottom is the embedded video:

I'd like to start using YouTube rather than the built-in "attach video" option but I wanted to get a gauge of what you all are doing currently.

Thank you!

[Allen Andreas]

Hi @Mike Clemons 

Thanks for marking my replies as Helpful.

If my original reply helped guide you Correctly, please mark that reply as Correct.

Marking it as Correct, helps show that your question has been answered as well as quickly makes that answer accessible to others when searching as it'll point it out directly for them.

Thanks!

[Lesley W]

We did not have a consistent experience with embedded videos (they would work for some and not for others, perhaps for the reasons Allen points out below).

For this reason, we have defaulted to providing links to our videos instead.

[Andrea Elms]

We never embed videos or attach file in the articles. 

Using a link-shortener to be able to change a link without thinking about where the video/file might be used and administer it in one place. The files are stored on a SharePoint page where all in the company have access.

This has worked very well for us for years now.