We are trying to start using Knowledge Center across several departments on my company, as we see great use of articles for incident deflection and end-user trainning. I saw Knowledge Center was introduced in the Zurich upgrade and was happy to use it (at the end, a dedicated workspace should be easier to use to the agents).
To my surprise, we are facing countless issues with the Knowledge Center Article Editor.
I don't understand why ServiceNow has released a product so unready for the general use. We are not talking that it is difficult to use for people new to ServiceNow, I as a 5 year experienced admin have a hard time getting articles right on the editor. It reminds me of the early stages of MS Word, when you moved an image and deconfigured the whole page. Moved vignettes, wild images that expand the whole screen instead of alligning with the text... I checked the source code and the blocks are completely senseless, as soon as you move an element it gets absurdly complex. I think that the decision of making it an HTML editor instead of markdown is the culprit.
The problem now is, I'm having a hard time convincing agents to create content for the Knowledge Base because of this. I'm about to revert everything to how article creation worked before, it's far more straight forward than with Knowledge Center.
What's your opinion? Does it get better in Australia or Brazil?
