Welcome to our latest blog post, where we dive into the importance of Knowledge Base (KB) articles in the world of ServiceNow development. As developers, we often find ourselves navigating complex problems and implementing intricate solutions. This is where robust documentation, like KB articles, becomes an invaluable asset.
KB articles are not just a collection of troubleshooting steps or FAQs; they're a comprehensive repository of knowledge that can elevate your development experience. By understanding how to effectively create and leverage these articles, developers can enhance their workflows, share best practices, and foster a culture of knowledge sharing within their teams.
The significance of KB articles cannot be understated in a fast-paced development environment. They serve several key purposes:
- Efficiency: Quick access to documented solutions allows developers to resolve issues rapidly, reducing downtime and increasing productivity.
- Knowledge Sharing: A well-maintained KB fosters collaboration, enabling team members to learn from each other’s experiences and solutions.
- Onboarding New Developers: A solid knowledge base is essential for onboarding new team members, helping them get up to speed with established processes and practices.
- Consistency: By standardizing solutions and processes in KB articles, teams can ensure that everyone adheres to best practices, leading to fewer errors and improved quality of work.
In this blog post, we’ll explore how to effectively write, maintain, and utilize KB articles within ServiceNow. Whether you’re a seasoned developer or just getting started, this guide will empower you to unlock the full potential of your knowledge base and enhance your development journey.
Let’s get started!
Create and Upload kb Article
Open PDI:
Search ‘knowledge’ on filter navigator:
Under “Knowledge” section, click on “create new”:
There will be a new screen where different fields are present:
Example #1:
Create ATF kb article and upload on IT section of knowledge:
Add the information:
Save the article.
Article has saved but not showing on list due to some reasons:
it is not Published
Workflow is Draft.
So Publish the Article by clicking on Publish button:
And approve the article from approver section:
After “Approving”, this will show on kb list:
For checking, while it is working as expected, move to portal:
Click on “knowledge” at header menu or “knowledge base” at section:
There will be new screen:
We can search or open the specific category, but in this case, let’s search:
Search “atf” here:
And the article will be showing:
after clicking this, there will be the knowledge article that we created,
