Knowledge Integration with Microsoft Word

[Nicole Solarz]

Hello,

I'm looking to see if anyone is currently using the Knowledge - Microsoft Word integration and if they have any implementation/configuration advice. We are looking to start using this and are working out all of our processes. We created a SharePoint site for our authors to create and store their articles and are currently trying to figure out the best way to categorize them (by author name, knowledge base, etc...). 

Looking for any advice/input others might have. 

Thank you!

Nicole Solarz

[abhishekkumar19]

So basically you are trying to import articles from word to ServiceNow KB, right? To do this there is an option to import word documents however for categorizing the articles you would need to make changes in the SNOW table which can be done by SNOW admin/ expert only.

[Nicole Solarz]

Thank you, we do have it set up and are currently testing. I'm wondering if there are other ServiceNow customers that are currently using this feature for their authors to create articles and if they have any feedback or tips (lessons learned). 

[DavidBReynolds]

Nicole,

We just began (one week ago) to start implementing the Word plug-in for ServiceNow.

Key issues:

1. Ensuring people are using the online version of Word, not the desktop. The online version works. The desktop version does not.

2. We have Styles (style sheets) as a required field. Selecting a stylesheet overwrites the Word content when creating a new document.

We are looking into configuring the plug-in to make selecting a stylesheet a requirement before anyone can create content in Word.

We also want to customize the buttons and fields we see in the add-in. However, we are unsure how much of that we can do.

I'd like to see what other companies do with the add-in.

[Joachim V_]

Hi @DavidBReynolds Thanks for your post. I'm trying to get this working but fonts are not displayed correctly when I publish an article in our service portalthat has been created and synced from Word. Two questions:
1. You say the online version of Word work but the desktop not. When i open the document in the browser version of Word, i get this error message

yet if I the say "Open in desktop", I can connect and sync the document (with the above drawback). Are you recommending the browser version of Word? (documents are stored in Sharepoint Online)

2. You mention that you have "Styles" selectable in your ServiceNow form. This would be preferred by me over the definition of the styles in Word. Any hint how I can set this up?

Thanks in advance
Joachim