Process of adding KBAs to featured content

[Surbhi Kaushik]

We currently don't have any KBAs in the featured content, but we plan to utilize this option. I would like to understand the process around it. What are the best practices for this? Should the author be responsible for adding the KBAs? How should we determine the priority of KBAs that should go in?

[Yashsvi]

Hi @Surbhi Kaushik,

please check below link:

https://www.servicenow.com/community/now-platform-forum/how-to-make-a-kb-appear-as-featured-articles....

Thank you, please make helpful if you accept the solution. 

[Surbhi Kaushik]

Thanks for sharing Yashsvi.

I want to know more about how you decide which KBAs should be added in featured content, and for how long does a KBA stay in featured content section? 

[Yashsvi]

Hi @Surbhi Kaushik,

The decision-making process for selecting KBAs (Knowledge Base Articles) to be featured in a "featured content" section typically depends on the goals and priorities of the organization or platform managing the Knowledge Base. Here are some common considerations:

1. Relevance: Featured KBAs are usually chosen based on their relevance to current needs, trends, or frequently asked questions by users. They should address common issues or provide important information that users are likely to seek.

2. Popularity: Articles that receive high traffic, positive feedback, or are frequently accessed by users may be selected for featured content to make them more visible and accessible.

3. Importance: Critical or urgent information that users need to know, such as updates, changes, or important announcements, may also be featured prominently.

4. Promotional Purposes: Sometimes KBAs are featured to highlight new features, products, or services offered by the organization.

As for how long a KBA stays in the featured content section, this can vary widely based on the organization's policies and the nature of the content:

• Temporary Promotion: Some KBAs might be featured temporarily to draw attention to specific campaigns, events, or time-sensitive information. They would be removed or replaced once the promotion period ends.

• Rotating Selection: Featured content sections may rotate periodically to ensure that new and relevant information gets highlighted regularly. The duration could range from days to weeks, depending on the update frequency and importance of the content.

• Static Features: In some cases, KBAs that are considered evergreen (always relevant) or fundamental to understanding the platform's use may stay in the featured section for longer periods, potentially indefinitely until they are updated or replaced by more relevant content.

To get specific details on how your organization handles featured content in its Knowledge Base, it's best to refer to internal guidelines or speak with administrators responsible for managing the Knowledge Base and its content promotion strategies.

Thank you, please make helpful if you accept the solution. 

[DavidBReynolds · Accepted solution]

We are activating this feature now. Featured Content requires Admin permissions so authors such as myself cannot activate it. We are considering adding a Featured Content checkbox to the article request form. When checked, the author will email an approver asking them to review it. We also have an article--not yet published--that explains the general rules. This knowledge base is for Technical Support content so material related to promotions is not appropriate.

Since we are just starting this, and it is related to Technical Support only, I doubt priorities will be an issue. If that does occur, then my guess is anything affecting a large number of people where they can fix the issue themselves will take precendence.

Qualifying Content Rules

There are some general rules for what constitutes a Featured Content knowledge article. The article:

1. Must affect a majority of employees.

2. Must be related to company computer software, hardware, policies or processes.

3. Should help people resolve actual or potential issues on their own.

4. Must explain how to resolve existing or potential impacts.

5. Must address short-term work-arounds for issues affecting many people.

These articles fall into one of two types: "How To" guides with step-by-step instructions or Frequently Asked Questions (FAQ) with a list of questions and answers.

What Is and Is Not Featured Content

Q: Some employees cannot or are unwilling to use Microsoft Authenticator to sign into the network. We have a fix for this. Does this qualify for Featured Content?

 A: Yes, because it potentially affects a large number of employees.

Q: My team just won a sales award and we want to share it with the rest of the company. Does this qualify for Featured Content status?

A: No, because it does not meet any of the rules listed above. However, you can contact the Corporate Communications team. They can help you determine the best place for your announcement.

Q: My team now has a detailed standard operating procedures manual for use in emergencies affecting computer servers. Does this qualify for Featured Content?

A: No, because it does not affect a large number of people. However, the document should be published in the Information Technology Knowledge Base. See Writing Knowledge Articles for instructions on how to get your manual added to the ServiceNow Information Technology Knowledge Base.

Other Questions

Q: How will people find articles that are not featured content?

A: They can search for the article within ServiceNow using a keyword added to the Meta Data field or included in the title. An even better choice is using the Service Desk App in Teams. This app accesses our Moveworks chatbot, with access to our knowledge base articles plus other sources.

Q: How long will an article remain in Featured Content?

A: That is still being discussed. However, please let Technical Support know if you want it run for a limited time. Approved articles can be set appear at a future date. We also have the ability to automatically retire (i.e., archive) articles. This method is preferred when offering a short-term fix before a major update, for example.