What is the best method for entering articles into ServiceNow?

[Harish Bainsla]

https://youtu.be/8CHyfH6xsjE?si=pccwmtxV8sW3qHAU

[Per-Kristian BM]

you can use the guided setup in the knowledge module to create a approval workflow

I do how ever strongly advice against using approvals for KM, unless you work in a very compliance based environment. most knowledge the knowledge module is used for is for experienced knowledge. resolutions for known issues in the environment. use the "instant publish" workflow. it is better to publish experienced based articles quickly. an approval workflow tend to create a cap on how many articles the KB can have before you only spend time approving. 

1. install the knowledge management advanced plugin
2. use the KCS article article template you find under "knowledge article templates"
3. use KCS as the framework for creating knowledge articles. (KCS V6 practices guide, join an online course and get KCS certified)
4. work with the agents to use the attach-function: attaching articles to tasks they are used as part of the resolution. this gives very valuable context in the knowledge base to see which articles are in heavy use, or no use at all.

This was just my tip on the matter, there is a lot more to it. KCS is very valuable, and it let you know all the best practices for handling a knowledge base, and the insight into using servicenow knowledge module to best fit your organization's needs.

good luck 🙂

[Kim27 · Accepted solution]

Hi TLG, 

Because we have custom templates, we are not able to import articles via MS Word. I've seen various posts on challenges related to the Word import so if you are considering that method, please search the community to learn about pain points. 

We do a convoluted method of copy/paste. This assumes you are working from an MS Word doc.

• Determine if you will be creating one article or multiple articles.
• Work in sections with images being the divider between each section.
• Remove bullets or numbering from the first section. I used to do this all at once but sometimes ended up getting lost when trying to add them back in ServiceNow. 
• Copy and paste the section into SN. Select "remove formatting" when prompted. 
• Add your numbering using the SN editor. After the last line, click "enter" to add the next number. You may need to add some placeholder text so the number doesn't disappear on you. 
• Go to the end of the last line of text before the placeholder. Use "shift+enter" to add two blank lines.
• Back on the Word doc, we grab the image using SnagIt and format the image as needed. We have found when we copy/paste images directly from Word they tend to break. It looks like they are there until you preview the article. 
• Paste the image from SnagIt (or your tool of choice) into SN where you've added the blank lines. 
• Continue onto the next section of your document. 

This is what works for us because stripping out all formatting and renumbering from scratch ensures for consistent formatting and makes it easier to update the article without messing up the format. Others may have different processes. 

Kim

[Dr Atul G- LNG]

@TLG