Knowledge Management

ShankyGrover — Wed, 07 Jan 2026 13:03:18 GMT

Hi Experts,

I have a question regarding creating knowledge articles in ServiceNow. Please could you confirm the best practice to write keywords so that customers can find relevant articles faster?

For example: I have below keywords to use. Please could you confirm me a correct format?

1. AP user

2. Finance team

3.Purchase manager

4. Invoice approver

1. Should I separate words in the same phrase using underscore like below?

AP_user Finance_team Purchase_manager Invoice_approver

2. Should different keywords be separated by spaces or commas like below?

AP user, Finance team, Purchase manager, Invoice approver OR

AP user Finance team Purchase manager Invoice approver

Apart from above asked, I'm happy to hear other best practices to be followed while creating an article or keyword specific.

Thank you very much in advance.

Re: Knowledge Management

SupriyaWaghmode — Wed, 07 Jan 2026 17:02:02 GMT

Hello @ShankyGrover ,

You can use comma separated value for keyword(meta field on form to use add keywords in ServiceNow) search

Example -AP user, Finance team, Purchase manager, Invoice approver

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Supriya Waghmode |ServiceNow Community Rising Star 2025🌟

question Knowledge Management in Ask the Experts Forum

Knowledge Management

Re: Knowledge Management