question Knowledge Management - KB Article Templates in Healthcare Special Interest Group

Knowledge Management - KB Article Templates

Blue — Fri, 30 May 2025 17:07:53 GMT

Does anyone have any good KB Article templates they are willing to share?

Re: Knowledge Management - KB Article Templates

Uncle Rob — Fri, 30 May 2025 17:26:31 GMT

In my experience, getting Knowledge into the system and updated frequently AT ALL is the primary challenge.
Don't wait until you get a perfect template.

Re: Knowledge Management - KB Article Templates

Blue — Thu, 05 Jun 2025 15:05:57 GMT

I agree, not looking for perfection but just want to make sure we leverage templates that will help us implement the AI and generative AI capabilities in ServiceNow in the future.

Don't want to lose any opportunity to introduce best practices to make sure we can leverage the AI asap.

Re: Knowledge Management - KB Article Templates

cmdbPlaybook — Fri, 20 Jun 2025 23:57:49 GMT

As a relatively new ServiceNow practitioner, Knowledge Management is an area I’m particularly excited about (aside from figuring out why my workflow approvals always end up in the wrong queue).

I believe I understand your concerns about exploring KB Article Templates. Out of curiosity—was your question focused solely on internal-use articles (the classic "help desk hero" material), or did you also mean public-facing content (*where we pretend everything’s 100% perfect and users never ask "But why?")?

Re: Knowledge Management - KB Article Templates

kbkrabbenhoft — Fri, 25 Jul 2025 22:24:12 GMT

Blue,
Knowledge Articles are an ecosystem centric piece of the pie. Since ServiceNow follows the show, me tell me, then let me try. I typically use the same (leaving out let me try). Templates are associated with Knowledge Bases. If you just need a template, go here.
Make sure you have | Activate the Knowledge Management Advanced plugin.

Hope this helps.

Re: Knowledge Management - KB Article Templates

kbkrabbenhoft — Fri, 25 Jul 2025 22:29:33 GMT

You can set expiration dates on the article too. This way you can update it if needed, Allow for flagging too, this is a great way for the users to engage.

Re: Knowledge Management - KB Article Templates

Lisa Egli — Thu, 21 Aug 2025 00:25:41 GMT

Hi Tera,

We setup ServiceNow Knowledge to use a Microsoft Word 'add in'.

This allowed us to keep the nice formatting that we had already established in Word but make the knowledge base articles more searchable/readily available in ServiceNow. It's been great for us. We had all our documents in word previously, but we developed a macro to convert the documents with the necessary formatting changes to use in ServiceNow.

We use Knowledge for other systems as well (e.g. Epic). So, using the word template was much easier to train them on while still allowing us to use all the valuable tools available in ServiceNow Knowledge.