Template for creating FAQ

[ericfisher]

Hello,

We are starting to write up the FAQs that will be used by our HR Specialists to answer the question that an employee is calling with.   We're writing these up in Excel Spreadsheets right now.

This is our first implementation and our project kickoff is next week so at this point we are just trying to get some work done in advance, and we really don't know anything about the ServiceNow tool itself yet.

Do any of you have a template or something we can use that will help us import the knowledge we are building into the tool when we're ready?   I would hate to do all this work in spreadsheets and have to do a lot of cut-n-paste or something to pull it into the system.

Thanks,

Eric

[reely01]

Hi Eric,

I would encourage you to read the Wiki article on Import Sets:   http://wiki.servicenow.com/index.php?title=Import_Sets#gsc.tab=0

Import Sets is the tool used to import data from various data sources, and then map that data into ServiceNow tables.

I found a YouTube video walking through the process of an Excel file import that may be of help as well: https://www.youtube.com/watch?v=6TA2Bv85mf4

Lynda

[ericfisher]

This helps point me in the right direction.   Can you tell me what table will I need to import these into, so I can add the appropriate columns to my spreadsheet?

[reely01]

The kb_knowledge table.