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01-31-2025 02:03 PM
Hi!
We are migrating our current Zendesk Help Center to ServiceNow and I'm hoping to learn more about minimizing the impact on SEO for our content. I would love any resources the community has connected to setting up ServiceNow knowledge for a customer help center/tips for what we should do to minimize impact.
Also- I'm wondering what the difference is between Tags that you add from the top of the article (see image) and the Meta field that we can edit? Are these the same? How are they different? Which should we be using to add keywords for SEO? I have tried to find information on the difference and have fallen short so far so adding here in hopes someone can point me in a helpful direction. Thank you!
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01-31-2025 03:07 PM
Hi @jeanderson
I'm wondering what the difference is between Tags that you add from the top of the article (see image) and the Meta field that we can edit? Are these the same? How are they different?
Atul: Yes, we can edit both as per the requirements. Tags, as the name suggests, are used to categorize and filter content, while the meta field helps improve search functionality by allowing the addition of synonyms or related terms that can be used in searches.
Which should we be using to add keywords for SEO?
Atul: Use Meta field for SEO.
I have tried to find information on the difference and have fallen short so far so adding here in hopes someone can point me in a helpful direction. Thank you!
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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02-03-2025 07:54 AM
On face value tags and meta look like they do the same things in different ways and if you have a small knowledge base without various permission levels it probably wouldn't matter which on you used.
However if you have different permission levels for various knowledge bases and tags with specific permissions then tags could become a headache to use.
I would use meta to tag your articles with terms not contained in your article (such as old names or non-official names for items in the articles)
Tags i would use almost like a post-it note on articles. Its a good way to highlight on reports, specific characteristics of an article that you want to report on but does not have an out of the box field. They can also be useful if you want to ringfence a specific group of articles. I've used this when i'm working with an ownership group that may support multiple products.
Tags can be great for tracking things without people knowing it. You can set up permissions for specific individuals and anyone else looking at your articles will not see the tag. With meta, everyone will see it.
Be careful though both meta and tags can be found in search, even if the tag is not visible to you. I avoid this by giving my tags a code which is clear to my team what it means but is a term that my users would never consider searching for.
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01-31-2025 03:07 PM
Hi @jeanderson
I'm wondering what the difference is between Tags that you add from the top of the article (see image) and the Meta field that we can edit? Are these the same? How are they different?
Atul: Yes, we can edit both as per the requirements. Tags, as the name suggests, are used to categorize and filter content, while the meta field helps improve search functionality by allowing the addition of synonyms or related terms that can be used in searches.
Which should we be using to add keywords for SEO?
Atul: Use Meta field for SEO.
I have tried to find information on the difference and have fallen short so far so adding here in hopes someone can point me in a helpful direction. Thank you!
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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02-04-2025 10:47 AM
Thank you! This was helpful.
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02-04-2025 10:49 AM
Follow up question. Does anyone know if the Tag field can be exported into Snowflake for reporting? I am assuming I would use Tags instead of Meta field for that purpose based on these responses.
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02-03-2025 05:18 AM
I've been looking for the same on tags. If Meta is just for keywords. I'd like to know how others are using tags to filter different than category and how it's helping? Do you have to enable them on the portal if not showing?
