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

[StephLindorff]

Mike - after more time with Fuji, I need to amend my previous remarks.   I still have concerns about the basic day-to-day tactical functionality (how KAs are credited/edited, Feedback is managed etc) but I now agree that Fuji did make some signification knowledge changes.   Pinning, for instance, is the solution to boosting articles that I've been wanting for a long time.   I need to play with User Criteria a bit more but I'm also starting to see more value in that option.   Thank you for these new knowledge features.

[Michael QCKM]

AMEN!