Really don't like the text editor in the Knowledge base.

[billmilhoan]

I'm really having a lot of fun learning ServiceNow. It's a great way to refresh my practice as an instructional technologist. Having said that, I'm also pretty frustrated at the moment. I've used many different types of information delivery systems but I feel either I'm missing something essential or the text editor for the Knowledge base really is a limited tool.

We're using the eureka flavor of the product and just beginning to test the Fuji version in Dev. I'm trying hard to understand why the text editor in the Knowledge base is so limited. I've seen a few posts on here that talk about it and assumed it would be different in Fuji but was disappointed to find it basically the same. Especially since I'm writing this post in a much more friendly environment.

What do I miss the most? HTML headings and multi-level lists (indent). I'd also like to figure out where the CSS for the KB templates is stored. I've looked several times on this site but can't find anything definite. That's mostly my fault because I'm so new to this product - I just don't know how to find what I'm looking for. For instance, should I move the KB over to the CMS so I can create a more inviting experience for our users and make it easier for people to author KB articles?

So, to recap:

1. How can I get more functionality added to the Text editor in the KB?
2. How can I access and modify the CSS file(s) for the KB articles?
3. Do I have to have the CMS turned on?

Again, let me say I'm loving this product. I'm just a little frustrated in how to make it work for my needs.

Bill Milhoan

Cleveland, OH

[Michael Kaufman]

That seems like the right style sheet for the KB articles

[Erich Zirnhelt]

Hi Bill,

I've moved your thread into our Knowledge Management Special Interest Group area, where I think many of our fellow KM folks will be interested in your comments and the replies that have followed.

I'd like to hear some more about your experience too.   We use the editor ourselves and have no issues with the WYSIWYG view. But maybe I'm missing your point...

Thanks, and welcome to our world!

Erich

[SimonDunsmoor]

The only thing we are currently using the CMS for is the Employee Self Service Portal, built by our partner.   I am hoping I can get access and "play" because I like the thought of landing pages for our highest traffic items.

We don't have any issues with the editor, but if you're used to using more functionality, then I understand your frustration.

[StephLindorff]

The wimpy, problematic editor in SN is symptomatic of an across-the-board need to improve knowledge functionality in SN.   Knowledge is a foundational piece of all ITSM practices - but that reality is not reflected in the amount of dev time allocated to knowledge functionality in SN.

Don't get me wrong - SN is doing it better than any other ITSM tool I've worked with and I'm a loyal (stock holding!) fan.   But I am never going to miss an opportunity to, respectfully, say "The Emperor is naked!".     Much was promised with Fuji and little delivered (in regards to core functionality of knowledge).

I see my passion for KM reflected in posts from other knowledge workers - what does it take for the company to hear and respond?

[Mike Malcangio]

We absolutely value and continue to listen to your feedback.

Fuji represented a big step forward with our capabilities and more is on the way for Geneva. We did fall short of goals for Fuji, but I wouldn't say little was delivered -- multiple KB's, user criteria, all new homepage w/search filtering, incident deflection capabilities -- are all positive steps forward. We'll continue to invest and refine our capabilities for KM.

As for the TinyMCE editor -- I'm working with my counterparts on the platform side to address some of the shortcomings of the current implementation.