Knowledge block - how does that work?

[Cristina Silva]

How does it work to use knowledge block when creating a new article? Is the concept similar to parent-child? And I guess knowledge block is a function you need to activate in ServiceNow? I would like to hear you experiences with using knowledge block and what the benefits are

[jaheerhattiwale]

@Cristina Silva Knowledge blocks are reusable pieces of content that we can use in knowledge articles.

"Knowledge block" form looks like "Knowledge article" form itself as in extends "Knowledge article" table.

You need to create block

In "Knowledge aricles" form we need to place cursor in "Article body" HTML fields and click on "Add blocks" ui action.

A popup on right will open

Select the knowledge block created.

Click on insert.

We can add the same block in multiple knowledge articles.

Please watch below video:

https://www.youtube.com/watch?v=yGAoIqLxcpk 

Please mark as correct answer if this solves your issue.

[Mark Small]

The beauty of Knowledge Blocks is that you don't need to create multiple Knowledge Articles for different audiences. For example, if you have a policy that applies to the entire organization, but portions of that policy may be different depending on your geographic location, you would create the single KB article for the policy, then separate knowledge blocks with appropriate user criteria applied, so that the end user only sees what applies to them.

[Gunjan Kiratkar]

Hi @Cristina Silva ,

To use a knowledge block when creating a new article in ServiceNow, you first need to create the knowledge block and make it available for use. This involves creating a new knowledge block record in the system and defining its content and formatting. You can then use the knowledge block by inserting it into a knowledge article or other type of content.

The concept of using a knowledge block is similar to the concept of a parent-child relationship in that the knowledge block is a reusable piece of content that can be included in multiple places. However, knowledge blocks are not tied to specific articles or other content in the same way that a parent-child relationship is. Instead, they are designed to be flexible and easy to reuse in different contexts.

To use a knowledge block in ServiceNow, you do not need to activate any special functions or settings. Instead, you simply need to create the knowledge block and then insert it into your content using the appropriate method. This might involve using a rich text editor, a content block, or a knowledge management widget, depending on your specific needs.

In my experience, using knowledge blocks can be a useful way to improve the efficiency and consistency of your knowledge management process. By creating and reusing knowledge blocks, you can reduce the amount of time and effort required to create new articles and other content, and you can ensure that your content is consistent and up-to-date. Some of the benefits of using knowledge blocks include:

• Improved efficiency: Knowledge blocks allow you to create and reuse common pieces of content, such as instructions, definitions, or procedures, without having to recreate them each time. This can save time and reduce the risk of errors.

• Enhanced consistency: By using the same knowledge blocks in multiple articles, you can ensure that your content is consistent and follows the same style and formatting guidelines. This can improve the overall quality of your content and make it easier for users to understand.

• Greater flexibility: Knowledge blocks can be customized and modified to fit different contexts and layouts, allowing you to use them in a wide range of content types and formats.

I hope this helps to give you a better understanding of how knowledge blocks work in ServiceNow and how they can be used to improve your knowledge management process.

[Vickie Runyon]

Another great feature of knowledge blocks is the ability to modify a knowledge block and update all the article content automatically. You don't need to go and edit all the articles where the block information is used! We use them for our escalation information so that we are consistent on the information we provide to the reader (public) about how to contact the Service Desk for more assistance. The "Contact Service Desk' block contains our phone number, email address, and a link to the Report an Issue catalog item on our Service Portal. We then insert that Knowlege Block at the end of every knowledge article.

One other thing that I don't think has been mentioned is that you must enable each Knowledge Base to use Knowledge Blocks. It's a checkbox on the Knowledge Base definition form.