Why using gs.sql is a BAD IDEA!

There are a number of posts on the Community Site that are referring to the use of an undocumented function called: gs.sql. This is an UNDOCUMENTED feature and should NOT be used under any circumstanc...

Here's how we've recently changed self-service

If you have gone to HI recently, you would have noticed that it has changed pretty significantly. In theory, we've made everything easier for customers to do on their own. Managing instances is easier...

Using meta tags in Knowledge Base articles to improve SEO and reduce incidents

Here at ServiceNow and for many of our customers, we rely on detailed, useful, customer-focused content in the Knowledge Base to address customer issues or concerns. Each month we analyze feedback, co...

Getting your ServiceNow URLs right

On the web, the URL of a page plays a huge part in your user experience and the success of navigation. If your ServiceNow URL schema is constructed incorrectly you could end up sending your visitors t...

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...