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...
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...
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...
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...
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...
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...
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...
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...
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 ...
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...
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 ...
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...
When it comes to creating content, we go through a process that many of you likely go through as well:Support identifies a gap in knowledge and creates content to fill the gapKnown errors are created ...
Import Sets is a powerful tool that allows you to import data from various sources and then map that data into ServiceNow tables. To make sure your import process is as smooth and trouble free as poss...
on:
Smarter Triage: a layered AI architecture that kee...
on:
Share Your Experience: How You Prepare Data for AI...
on:
Stop Debugging, Start Building: Agentic ATF Brings...
on:
Transform Excel Imports with AI: Introducing Excel...
