After many strategic months of hard work, our team rolled out our new Knowledge Management v3 module in HI on Friday, May 1st! The goal with v3 was to simplify the module, make it easier to use and understand, and at the same time, add features that make organizing and developing Knowledge a cinch. The new module is available starting with the Fuji release.
What's different? Besides the updated user interface, which you may have become acquainted with in Fuji, here are some of the most important changes you'll notice in HI.
- Module looks a bit different
- Multiple knowledge bases.
- Separate, customizable workflows available for each knowledge base.
- Category structure with any number of levels. (Each knowledge base has a unique category taxonomy.)
- Permissions defined per knowledge base using user criteria.
The knowledge modules also changed slightly. The new module list looks like this:
Multiple knowledge bases and multiple search options, depending on your role and access
Knowledge v3 takes advantage of the new features in Fuji that allow for multiple knowledge bases and more efficient organization. ServiceNow knowledge bases appear on the Knowledge homepage, and the articles are organized by their respective knowledge base and category. Articles are also prioritized according to feature content and popular articles and you can pin articles. Here's what the new knowledge home screen looks like with multiple knowledge bases listed.
Enhanced searching
From the Knowledge homepage, you can select a knowledge base, and then search for an article within that KB. Keep in mind that your search will only pull up articles that you have access to, based on your role. Here's what your search results might look like.
You can also search for articles using the search bar at the top of the page and then sort results by relevancy, most recent update, or number of views. You can also filter results by selecting specific knowledge bases to search, selecting one or more categories, and by selecting one or more authors.
You can sort results by relevancy, most recent update, or number of views. Your filtered search results might look something like this:
Feedback
As in legacy versions of Knowledge, you can view and contribute feedback on articles, but with v3, we hope you find it a little more intuitive to use. You'll notice the ability to flag and rate an article, mark an article as helpful (or not), and add comments, view existing comments, and reply to existing comments.
Note: When upgrading from Eureka or earlier, you must migrate legacy knowledge content and any customizations you have made in the Knowledge Base application in order to use the full range of new functionality.
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