Collapsible Sections in Knowledge Articles and Now Assist Intigration
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yesterday
We are a large organization who utilizes collapsible sections in knowledge articles to reduce the amount of articles that we have. For example, instead of having 20 troubleshooting articles for Microsoft Teams, we have one main troubleshooting article for troubleshooting Teams issues. Each collapsible section within the article is its own issue and resolution.
Another reason we combine them is because we support many different locations (50+ locations) across the country and each location we support does things slightly differently. For example, each location uses a different type of phone with its own phone guide. Instead of having 50+ knowledge articles with its own phone guide, we have one main phone guide article using collapsible sections with each location's guide.
From what I have read on ServiceNow, you should not use collapsible sections with Now Assist.
Our concern is that breaking up these articles into separate articles will greatly increase the amount of articles that we have and make the information harder to locate for our customer and agents who support them.
Would it be better for us to keep the articles combined, but remove the collapsible sections and just break up the different sections using heading tags, or completely uncombine all of them and create individual knowledge articles for each? I am assuming that once we implement Now Assist, searching will become easier in general.
