Hi,
Is there a best practice in ServiceNow of managing 1st and 2nd/3rd line knowledge articles?
I'm thinking specifically for scenarios where 1st line is doing some troubleshooting and the issue isn't solved, or where 1st line cannot do anything and need assistance from 2nd line instantly.
A few ways I can think of how this can be set up are:
One article used for multiple teams with separate sections for each team
Pro:
- Will be clear what is expected from 2nd line when incident is sent from 1st line (if article has been correctly attached)
- Only one article to maintain for knowledge owners
- More transparency for knowledge management
Con:
- 1st line may accidentally follow 2nd line knowledge, even though they shouldn't (e.g. register edit instructions)
Different articles for 1st, 2nd/3rd line in different knowledge bases
Pro:
- Will be clear what knowledge that is relevant for which team
Con:
- Multiple articles to maintain by knowledge owner
One article per team in same knowledge base
Pro:
- Only one knowledge base to keep track of?
Con:
- Duplicate articles
- Not always super clear who article is intended for, if not clearly stated somewhere
- Multiple articles to maintain
