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Best practices on creation of knowledge bases

While going through the best practices documents for knowledge management, I couldn't find any recommendations on the best approach for handling knowledge bases. At the moment, we only have a knowledge base for the Service Desk (end users). However, ...

Daan Delva by Tera Contributor
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Best Practices for Skill Assignments in AWA

I'm using ServiceNow Advanced Work Assignment (AWA) and creating a service channel on the sc_req_item table. I have around 60 different catalog input combinations, and based on those, I need to assign requests to specific users. Currently, I'm creati...

Editing knowledge articles while they are in review status

Hello all - ran into a curious problem. Originally we were told (we are on Vancouver) that we could not edit a knowledge article when it's gone into the review process. We have two levels of reviews. First the subject matter experts then the standard...

jdonily by Tera Contributor
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  • 1 replies
  • 0 helpfuls