What are "best practice" for setting up a knowledge base for the first time

[rody-bjerke]

Hi,

What would you say is the best practice for setting up a knowledge base?

How many knowledge bases and what to call them,

How many categories and what to call them.

I'm wondering.

[vinitha3]

Hi Rody,

Some of the good practice would be,

1. Decide how many Knowledge Base is needed.

2. Create/update ACLs as needed. Define the Subject Matter expert as per Topic/Category, Knowledge Admin and Knowledge Manager.

3. Categorize articles as ITIL and Non- ITIL articles.

4.Currently only users with "Knowledge" role can submit articles but you can also extend it to ITIL users to submit/create articles with a workflow driven process.

5. Update the expiry date for the articles as soon as it is created so that it can be up-to date.

Mark helpful or Correct answer if it had helped you out.

Thanks,

Vinitha.K

[Uncle Rob]

No.   You can manage visibility at the article level.   Adding a whole extra KB would be more appropriate if you had hundreds of articles consumed by a different population.

[rody-bjerke]

This is really interesting. I'm wondering, how can you manage the visibility at the article level, do you have any examples on how to do this the best and safest way.

I've been reading some and read something about maybe using groups.

[Dominik Simunek]

There is "Can Read" and "Cannot Read" field on the Article level. I am not sure what was the release that introduced this but we are using it in Kingston. You just need to add the fields to the form.

[asifnoor]

Please refer to KB User Criteria CanRead, Cant Read, Can Contribute and Cant Contribute which you can set at the KB and also at the article level.

https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task/t_SelectUserCriteria.html