Best practices for setting up Knowledge base

ellenmacneil
Kilo Explorer

‎12-06-2016 02:18 PM

Hi,

I'm new to ServiceNow and being asked to administer and develop processes related to it.   At the top of my list are knowledge base and facilities.

From a knowledge base perspective, is there a demo site or walkthrough out there to see what the best practices are for setting up a knowledge base?   I'm being paired up with existing team members who are basically SMEs in their areas to make decisions on how to set it up, but without having prior ServiceNow experience, looking for advice on how to maintain an easy to use KB.   As a general rule, I'm looking to use as much native functionality as possible in this implementation.

Thanks!

Ellen

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servicenowkevin
ServiceNow Employee
ServiceNow Employee

‎12-06-2016 03:28 PM

ellenmacneil we have a few things that you might find helpful.



  1. We have a YouTube channel with some videos specifically about KM. NOWsupport - YouTube. I'd have a look at what's available on there.
  2. Check out this landing page in our product documentation. Knowledge Management. It even provides links to some of our videos.
  3. Read some of the blogs I've posted to the community. https://community.servicenow.com/content?filterID=contentstatus[published]  
  4. Feel free to ask away about other questions you may have.

Thanks,


StephanieM34173
Tera Contributor

‎04-04-2024 06:35 PM

Is there any updated information on this? The last 2 links are no longer valid.

Thank you.