Create Knowledge article templates

[skaufmann]

We rely heavily on the knowledge articles and have a standard set of templates we use for each of our customers. Right now we have word docs that contain our templates that we copy and paste from when creating new articles. I've seen the 'Save as Template' and 'Save All As Template' when editing an existing article.

Is this what I'm looking for and if so how do you use it? I tried it and wasn't sure where my saved template went.

[john_roberts]

Templates should meet your needs with a more efficient workflow. This article walks you through the process.

http://wiki.service-now.com/index.php?title=Creating_a_Template
updated link 09/16/2009

[skaufmann]

Thanks for the reply. I've seen this wiki but this talks about Incident Templates, not Knowledge templates.

I'm just wonder if it's possible to create KB templates where, when creating a new KB, the content is prepopulated with our standard content and all we do is modify it to the customer and save it.

[john_roberts]

The article only gives incident as an example but the process will work for any table. You can follow the same steps for knowledge to get what you need. Let me know if you need to see an example. I can create something in the demo instance.

[skaufmann]

Okay I get it now. The only thing left is we have 20+ standard templates we want to create. Is there a way to display a list of templates to choose from other than in the left nav as a module under the Knowledge Base aplication? I saw the "Create Desktop KB" template in the Demo but its not realistic to have a list of 20+ KB templates listed as seperate modules.