Knowledge Base (KB) article in ServiceNow (SNOW)

[Dinesh-SNOW]

Step 1: Log in to ServiceNow

• Open your ServiceNow instance in a browser.

• Enter your credentials and log in.

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Step 2: Navigate to Knowledge

• In the left-hand Application Navigator, type Knowledge.

• Click Knowledge → Articles → Create New.

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Step 3: Select Knowledge Base

• In the Create New Article form, choose the Knowledge Base where the article will reside (e.g., IT Knowledge Base).

• Select the Category if required.

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Step 4: Enter Article Details

• Short Description: The title of the article.

• Text / Article Body: The main content of the article.

• Keywords / Tags: Optional, but helps with search.

• Attachments: You can attach images or documents.

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Step 5: Add Images (Optional)

• Click the Attachment icon to upload images.

• You can embed images directly in the article body using the Image icon in the editor.

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Step 6: Set Workflow State

• Save the article as Draft first.

• Change Workflow State to:

  • Draft → Review → Published

• This allows review before publishing.

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Step 7: Submit / Publish

• Click Submit or Publish.

• The article will now be available in the Knowledge Base according to permissions.

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✅ Tips

• Use categories and keywords for easy search.

• Include screenshots for clarity.

• Preview the article before publishing to check formatting.