Alter the Standard article template

[JarrydG]

Hi all,

Is it possible to modify and customise specifically the Standard knowledge article template (not make a new custom template)?

My company is intending to implement an integration between our ServiceNow Knowledge Management and Genesys PureCloud to support and suggest Knowledge Articles to end users as they're talking to customers.  

From what I understand, Genesys will only sync and support Articles that have been created using the Standard template, which is less than Ideal.

Alternatively, any advice on if Genesys can be rigged to accept article created with custom templates would be greatly appreciated.

Thanks,

Jarryd

[Maham Tahir · Accepted solution]

Hi @JarrydG, 

Technically, yes, but it is not recommended. The "Standard" template is not a separate record like the others; it simply utilizes the core text field on the kb_knowledge table. Modifying this implies changing the core table or the global Form Layout, which affects all articles that do not use a custom template and can cause upgrade issues. The reason Genesys likely only supports "Standard" is that the integration is hardcoded to look at the single text (Body) field. Custom templates in ServiceNow store data in separate fields (e.g., u_issue, u_resolution), which the integration doesn't "see."

You can continue to use Custom Templates in ServiceNow and "trick" Genesys into reading them by using a Business Rule.

1. Create a before Insert/Update Business Rule on the kb_knowledge table.

2. Condition: Article Template is [Your Custom Template].

3. Script: Concatenate your custom fields and save them into the base text field (which you can hide from the ServiceNow UI).

Try this and lemme know if this works for you or not!

If you find my response helpful, mark it as helpful and accepted solution.

Regards, 

Maham Tahir.

[JarrydG]

Thanks @Maham Tahir,

That's very helpful. Unfortunately, Genesys does not support this solution at this time.

I'll definitely be keeping this in mind though.

Regards,

Jarryd