Knowledge Training

Kim27 · ‎02-09-2022

I find it frustrating that there seems to be a lack of knowledge admin training. I do not code, I do not want to learn to be a ServiceNow architect - I just want to better understand all of the features and tools applicable to my role. What I've found is there is really complex training for admins (not knowledge admins) and then training for end users. But not much in the middle.

So, where/how did you get trained to fully understand the features available to you in your knowledge admin/knowledge manager role?

If find it disturbing that on the training site, Knowledge isn't even a selection for "what roles are you interested in?"

jaimehonaker · ‎02-11-2022

Thanks @Aerin - I'll add these to the list when I compile them. 🙂

Pam Calvey · ‎02-11-2022

My system does the knowledge article populating the incident thing, but frankly, my admin and I aren't sure how it works. I think it's a customization because I can't find it in my instance. Basically, Incident templates have a box that says "Knowledge" and if it's checked, and the knowledge article is pulled into the incident, it populates the CI, Category/subcategory/area and the Short Description/title from what is in the article. Our articles have a line that says "Template" and that has to be filled in with the Incident Template Description or it doesn't work. I think the way the article is pulled into the incident is also a customization.

David Kay · ‎02-11-2022

Here's what I've recently figured out. This is all learned from reading docs and poking at my PDI, so I'm very open to corrections.

There are two techniques for populating knowledge content from an Incident (or Case or HR Case). The first is the kind of quick-and-dirty way that takes advantage of the Knowledge checkbox you mentioned. If I recall correctly, this comes out of the box when you install one of the two KCS plugins. You have the choice of creating a Knowledge Submission or Article, but in KCS we'd typically create an article.
https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/incident-management/task/create-knowledge-incident.html

The more flexible route, and the one we chose to use, is documented in these three steps:

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/tas...

Basically, for each article template you want to populate from the Incident, you define a mapping between Incident fields and Article fields; you set a property; then you create a UI Action to invoke the mapping. So in my Incidents I have three actions: Create Solution, Create How To, and Create Q&A. I've created fields in my Incident that are designed to be used for capturing my article content in the workflow as I'm working my incident, so at the end I can just push it to a new Article, do some clean-up in the Article as needed, and be on my way.

Now, I know those links say "Orlando," but I've confirmed it on Rome and have let a product manager know about the doc version.

HTH! --David

Pam Calvey · ‎02-11-2022

Thanks, I'll go over this with my admin next week!

Lauren Methena · ‎02-11-2022

So, over the last few years, I've been able to compile some documentation on all sorts of interesting things. These are how-to guides for things that have helped us.

For example, our users had trouble finding the attachments widget on the side of the screen.

So, we learned you can copy that attachment link, pop it into your text like any other link, turn off the "display attachments," and then people can just click the link to open a document attachment like any other link.

To them, it's a more expected user experience. Solved so many problems.

I've also been able to document best practices for images, tables, and a few other things.

CAVEAT! We have a fair amount of customization in our KB. So, while most of this should be universal, there may be a few moments where you think, "Hmmmm....our system doesn't do that." However, maybe it will give you ideas for how you want to do things in the future.

An example is that our articles expire after 13 months. (I believe you can choose for them not to expire, but I'm not 100% sure on that.) So, you'll see references to our "Valid to" date and how we have to update articles.

I highly recommend "Expiring Articles Workflow," just because there is a bunch of tangential information, such as best practice for retiring articles. (Spoiler alert: It involves doing a search of your content to find any links to the retiring article, so you can update the reference.)

So, I'll just leave these here. Hopefully you all will find some useful info and workarounds here. And please reply with any questions.

I appreciate y'all! 🙂 I hope this helps!