Knowledge Article Samples For each of the KA Template

[Val Aur]

Hi! Does anyone here have any actual ServiceNow KB Articles for each of the Templates available by default? Would like to use these samples to further classify and eventually decide the type of Template we would like to enforce when creating new KAs. The templates available by default are FAQ, How To, What Is, KCS Article and Standard.

Thanks in advance!

[EricDohr · Accepted solution]

I do not have samples, but check out the following on Now Create that may be helpful

Knowledge Management ITSM - Process Guide

Knowledge Management ITSM - Process Workshop

[jaimehonaker]

I am on the KM team at SN, and can offer what we use. The templates we use may not be exactly what you have available, because we've made some adjustments to suit our personal needs. We actually allow for the three KCS templates upon knowledge article creation from case, though Solution is the most widely used one. Here's a link to a post where I share what fields are used: 

Article Templates - what we use internally for KCS

Also, when it comes to the Standard, it's just body text and there's no actual template inside of it. We use this when people are creating content outside the Case structure and need something more flexible to create a landing page or resource page, or something with a table of contents.

We don't use FAQ in our specific knowledge base, but I'll see if I can find one that I can share here. 

[Val Aur]

Thank you very much, @jaimehonaker !

[RogueFader]

Hi, when I look at creating new KB and use standard, it shows in the 'article template preview' box, Latin text- Loren Ipsum. Is there anyway I can remove this text so I can actually put some information in that is relevant and give detail on when to use 'standard' when creating a KB? Thanks