Good morning! We've solved that problem (long articles that have a lot of info) in three ways.
1. Organize your content into sections. Create a table of contents at the top listing the sections. Then, create anchor tags to link from the table of contents down to each section. That way, readers can click on a link and jump down to the section they want to read about. (ServiceNow content wiki has an anchor tag tool now, which is great, but it's also easy to look up how to do the HTML coding for those.)
2. You can code collapsible drawers into your content. Like this - sample code:
<details>
<summary>Click this text to expand</summary>
<p>And then here is more info. This way, people can scan the headers and then open up the content they need. Easier on the eyes if you want them to scan the page. A little more coding but it's not too hard.</p>
</details>
<p> </p>
You can do knowledge blocks, tables, whatever you like. And it will open and close as people click on it. (You can search this one, too, and find examples. It's a fun tool!)
3. Attachments! If you have a lot of sections OR just a lot of supplementary material, make them into PDFs and then attach them to the article. BUT, I recommend not clicking on "Display attachments" in the knowledge article form. Instead, just link to each attachment using the link tool. (AND, if you have document viewing turned on at the admin level, you can add "&view=true" after the sys_id of your attachment in the HTML code, and it will pop up and be viewable in a browser tab.) This is great especially when we have a long article and then we have FAQs. We'll just say something like Additional resources: Read the FAQs. And then people can click if they want more info.
And of course, you can't under estimate the power of good formatting and using your headers/subheads correctly. 🙂
If you find this helpful, please mark it as so. And reply if you have any questions. Happy to chat!
