Instance: Jakarta instance - HR non-scoped application
There are many benefits to combining knowledge with case management. However, a major deterrent of using the ServiceNow knowledge base solution is the limited ability to format your article if you don't know HTML.
The recommend optioned to overcome this seems to be creating the article in MS Word and then copy and paste the article to the knowledge base article template and ensure Keep Formatting is selected. However, the downside is that there are many basic styles and elements that would not copy over correctly (e.g., unordered (aka bullet list) and ordered list (aka numbered list). There is also the issue of updating the article. If you ever need to edit or make changes to the article, you must edit the original word document and override the existing article by copying over the new article.
Personally, I feel that the best way to encourage agents (who don't have any knowledge of HTML) to create knowledge articles, would be to use the HTML TinyMCE v4 editor but there are many downsides to this editor. Below are the downsides that I would like to overcome with what I found could be potential solutions but need your feedback and expertise. If you have a better solution, I would love to hear it.
- Adding section headings to structure an article's text to the editor toolbar: TinyMCE v3 had this but it's not available in v4. I believe to add it back, you have to add in formatselect to add section headings button to the toolbar. Is that the correct solution? Article link to reference is Adding section headings via TinyMCE
- Adding a Table of Contents plugin to the editor toolbar: TinyMCE editor has an optional plug in code (Table of Contents Plugin) to help users create a basic table of contents (TOC). Is it possible to add this plug in without touching an OOB codes so that we won't have any issues when upgrading to a newer instance?
- Adding Imaging Tools plugin from the editor toolbar: The current insert image functionality in the v4 toolbar require a user to either resize an image in advance to uploading image or provide the pixels for the width and height of an image. Works for someone who needs more advance image editing but most users just want to see the image resize handlers when they click on an image to resize or align. TinyMCE editor has an option plug in code (Image Tools Plugin) that I think may allow for this but I'm not sure. Does this plugin add additional imaging tools like resizing an image and can it be added without touching an OOB codes so that we won't have any issues when upgrading to a newer instance?
- Adding a custom CSS style sheet to consistently format html styling elements: I would like to provide some standard styles to help our HR agents create knowledge articles easier. We have a structured template style that specifies the section heading colors and size, and determines how a unordered list or ordered list should be positioned. Is it possible to use this Custom CSS to create a custom CSS style and apply it only to the HR Knowledge Article new article template? If possible, would doing this potentially cause issues when we upgrade our instance?
