Dynamically Search / Query Knowledge Base Articles

[Bradford Shelle]

Hello everyone,

I was wondering if some of those out there who a well versed in Knowledge could help me figure out a solution to a business problem I'm having.

We currently have a good chunk of .pdfs, .ppts, and other documents or hyperlinks that lead to external documents about how to fill out different forms. Depending on the scope of work we're doing for a client, we may or may not need to fill out certain forms. So for job 1 we might need to fill out forms A B and C but for job 2 we need forms B C and D. The current way people are figuring out which forms they need to complete is by pulling up a master document that outlines what conditions need to be met for each form. They then read through this long list alongside all the information they can find about the scope of work we're doing for the client and they try to compile a list of the needed forms. This method is very time consuming and prone to human error.

What we're looking at doing is potentially creating individual knowledge articles for each of the different forms that would contain information about what they are, how to fill them out, and attaching any relevant information. Does anyone know of a potential way to fill out a form with with a few search parameters (such as the name of the vendor we'd be using, if the job is for voice or data, maybe a few yes/no questions as well), and then have a list of relevant knowledge articles pop up?

Thank you for your time and any suggestions you might have to offer.

[domaners]

Hi Bradford,

It sounds like what you need to use is a Catalog Wizard. With a wizard, you can set up a form with questions on, and based on the users response, redirect them to another page, for instance a Knowledge Article. See the following wiki articles:

Wizards - ServiceNow Wiki

Wizard Panels - ServiceNow Wiki

Let me know if this has helped.

Cheers, Adam

[Bradford Shelle]

Hey Adam,

This is absolutely a step in the right direction! Thank you so much. For now we can set up chains of knowledge articles depending on user inputs, In the future we'll have to figure out a way have the transitions link themselves together though scripting.

Thank you again.

[domaners]

Hi Bradford,

No problem, do you mind marking my answer as correct if you are happy with the solution. Of course, let me know if you hjave any other questions!

Cheers,

Adam

[Bradford Shelle]

I'd love to Adam, but I'm having a hard time finding the option to do so anywhere. Suggestions? You'll have to excuse me as I've never really used these forums before.