KMUG Q1 2023 session: Knowledge updates in recent releases, Microsoft Import and Microsoft Add in

[jaimehonaker]

Hey all, 

Recording has been removed, the Zoom link has expired per our retention policy and we cannot share files externally.

Here are the KB links Robin had in her presentation: 

• https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0858433
• https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/task/...

Q&A - posted as we get answers:

• Can KB templates be used with the word add-in?

  • No, We don’t support KB template with word add-in functionality. We have brief documentation here. We should add more documentation on this.

• When creating new article the Right Pane shows some fields that needs to be filled in for the article in ServiceNow. Is there a way to add/remove fields in this space?
  • We have some mandatory fields that are required when creating articles directly in ServiceNow, want to bring those fields in here as well. 
  • Yes, we have view called “Word Add-in”. You can configure fields in that view.
  • Do we have documentation on how to configure the fields?
    • No, We need to add documentation on this as well. However, we have support created article on this.