Evolving our Known Error process

In case you missed it, check out Britt's blog post about the changes to our Known Error (KE) articles on HI. Britt Champeau was central to the changes you are seeing - her mix of experience with the p...

Proper Published Dates Made Easy

Out of box of box with ServiceNow, you may have noticed that your Published date actually falls in line with the Created date.By creating this simple business rule defined below, you will be able to e...

Accessing a knowledge article from the CMS results in an error message

Sometimes I get customer reports of an error when trying to open "Most Read" or "Common Answers" in the Knowledge Block Menu. After clicking on the link under the "Common Answers" or "Most Read" categ...

Answers to questions from the Knowledge Management webinar

A few weeks ago mike.malcangio and I did a webinar on Knowledge Management and there were a ton of questions asked during the session. We couldn't get around to answering all of the questions during t...

Knowledge Management Reports: Views by Browser, Ratings, Topic Growth

I know I've posted a lot about report creation and importance and talked a bit about reports I use, but it's a topic that always comes up and people always seem interested in it. So, I'm putting toget...

Insert an image into your article, incident, or other form record

If you've ever tried to copy and paste an image or screenshot into your incident form, article, or other ServiceNow record, you may have found that it doesn't always work as expected, depending on you...

The argument for documenting PRBs in the knowledge base

I'm working on a project that involves the documentation of PRBs (or problems, bugs, defects... whatever you call them in your organization) in the knowledge base. We call these documents "known error...

Using the Knowledge Base to Disseminate Internal Training and Enhance Learning

In a recent blog post, Interactive Demos In ServiceNow's Knowledge Base, I introduced how and why ServiceNow's Training Operations team embeds interactive demos in knowledge articles for internal trai...

Reporting on Knowledge Article Views

As a ServiceNow technical trainer, I commonly house training videos, learning interactions, job aids and other reference materials in knowledge articles because it is a centralized repository that all...

Interactive Demos In ServiceNow's Knowledge Base

In the discussion, Videos in the ServiceNow KB, servicenowkevin shared the benefits of using video in knowledge articles, "there are times when seeing a process done makes it easier to understand."Ano...

Requesting a non-production instance reset (zBoot)

You can now request the reset of a non-production instance without ever submitting an incident. A reset, also known as a zBoot, of non-production instances can be requested by users with the Customer ...

ServiceNow's content creation workflow

I put together a quick slide to give everybody a rough idea of how content moves from creation to publish within ServiceNow. To help highlight some of the other decision points we have related to cont...

Correlating Knowledge Management to cost savings

About two weeks ago Julia Lloyd created a post called What do you find to be the most challenging part of Knowledge Management. In the comments of that, Jeff Smith and I started talking about getting ...

Standard vs. Submission Knowledge Workflow

If the benefits of using the Submissioin workflow are:• Knowledge submissions can be assigned to knowledge workers outside the knowledge management team.• Knowledge submissions appear on the knowledge...