Difference between Tags and Keywords on Knowledge Form

[dimps]

Hi There,

I'm new to ServiceNow learning and trying to understand Knowledge Management Module.    

I see on Knowledge Form, we have the option of Tags and Keywords, and want to understand the difference of two for what purpose they are used in Knowledge Form and what is the best practice that we should be following to use Tags and Keywords.

Thank you!!

Dimple

[palmen]

Tags is only something you use to be able to look at records with the same tag in backend. You can set the tag to be for yourself, a group/user or everyone.

Not sure what you mean with Keywords though? Is it the Meta tags you refer to?
If so Meta Tags are used for searching the knowledge base, you can put in words or phrases people use and you want to display this specific article.

[dimps]

Thank you Palmen!! Much Appreciated 🙂

Does Tag play any role in improvising our Knowledge Search results, like Meta Tags? Does adding Meta Tags helps in improving the global search as well for Knowledge Articles? or it implies only when the user searches in the Knowledge Base Homepage?

Also, by keywords I mean Pinning the articles, so what exactly Pinning an Article does. I know we add articles to featured content and there we use a Keyword, so what should be the basis of that Keyword (may be if you could help me with the best practice of using a keyword)?

[palmen]

As far as I know Tags doesn't play any role when searching for knowledge, it's just a way to organize records in ServiceNow, you can add tags to Incidents, Problems and other type of records as well if you want.

Not sure about Meta Tags and global search, but usually you never use Global Search for searching for knowledge, you do that from the knowledge search, from the service portal (or knowledge portal) or from an incident or other case.

I haven't worked much with Pinning articles and featured content so not sure exactly how it works, but I would read the docs to get more information about it.
https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task...