Recommendations for best practices for embedding videos in knowledge articles

[Lauren Methena]

Hello! We're exploring embedding videos in our ServiceNow knowledge articles, now that we are able to do this successfully.

Interested in your experiences with embedding videos.

Do you have a policy or any style guidelines about embedding them? What size they should be, for example? Or when to embed a video vs. when to simply provide a link that will take people to the video (if the video is hosted somewhere else)?

Do you link to internal media and external media? (For example, uploading a video file into the video library and embedding that vs. having the video file be an attachment in the article vs. linking to a YouTube video)

What guardrails should we be thinking about - or what other UX considerations should we be thinking about?

Is there a question I should be asking that I'm not?

Thank you, all! I appreciate you!

[Joel DeLaTorre]

We decided that we would not allow youtube videos to be embedded as we do not have other guardrails in place to verify content, ads, or what other links may appear as suggestions. 

For storage we have recommended people to store videos within the company video storage, we use Microsoft, so its Stream for us.  Stream provides embed links so we don't have to worry about how to generate the embed link. 

[Vickie Runyon]

I am commenting to follow this and also to share my experience with Tokyo release and embedding videos.

After our upgrade to Tokyo and the newer Tiny MCE toolbar, I noticed that I could not embed a video in a KB article when I was editing in the Service Operations Workspace, and also not in Agent Workspace. The Embed button does not exist on the toolbar (yes, I did check the settings to make sure the media option was enabled on the toolbar). If I edit in the classic KB form, then the video button is there.

I opened a case with ServiceNow Support and after much back and forth as to what I was actually reporting, I was told that this is 'by design' and that I needed to submit an enhancement request to get the button there.

The tech suggested that I instead insert a link to the video from somewhere (he didn't have a concrete answer as to where). Or to continue to use the Classic form when I want to embed a video.

The documentation link that Omkar provides here is updated for Tokyo so I assume that SNOW still supports the embed video feature.

My experience with Service Operations Workspace so far has led to a number of other cases that I have opened with SNOW support and they come back with a PRB record that they say will be fixed in a future update. But, I'm puzzled about this one and why the button would be there in Classic but not in SOW and that's somehow by design?

Has anyone else experienced the missing button with Tokyo and the workspace environments? 

[CelesteTroxell]

Why am I unable to view the replies?