Create a KB Template

Brian Sorensen · ‎08-13-2025

Hello!
Trying to remember where to do this and not 100%

I have a template that I want to use
I went into Knowledge > Admin > Article Templates

Created a new one for How to (Standard)
Added the field BODY as HTML, but I have default wording I want in there

I want it to have this

But when I go to use this template, the wording is missing. Im sure I put it in the wrong spot, but hoping somone can point me in the right direction?

Shashank_Jain · ‎08-14-2025

@Brian Sorensen ,

HOW ARTICLE TEMPLATE , ARTICLE TEMPLATE FIELD AND TOGGLE TEMPLATE WORKS FOR KNOWLEDGE ARTICLES :

Go to Navigator > Article Templates > open the list view (You will see all the article templates here)

Open any of the record.

Go to related list > Article template fields

Here we can create new field

For ex - We created a new field "Body" with type html and in the preview we can give a text how it looks.

Now go to Navigator > Articles > Create New

Here select knowledge base > Article Template in which you created the template field body

It will then show that preview text here.

Now if you wanted to use this article template and article template field

Click next > On top right corner three dots > click on Toggle TemplateBar > Below you will see plus icon to create new template > Select the field you created in article template fields

Fo testing we created "Body" field type html

Add the html coded format and save and apply the template (Boom you get the formated html code template) that can be used for creating new articles.

If this helps, please consider marking my answer as helpful/accepted — it motivates me to stay active in the community and also helps others find relevant solutions more easily.

Thank you!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

View solution in original post

Shashank_Jain · ‎08-14-2025

@Brian Sorensen ,

For that you need to create the template by clicking on three dot icons on top right corner in article form.

From there you can create your own template and when you select that it will populat there in the blank space.

Are we going in the right direction? This is all you needed

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

Brian Sorensen · ‎08-14-2025

For some reason the first go round didn't hold the formatting

the second did. thanks!

Shashank_Jain · ‎08-13-2025

@Brian Sorensen ,

Navigate to Knowledge > Admin > Article Templates

In the related list Article Template fields > You can create the template fields as per your convenience weather you need html type or string type.

Difference Between HTML and String Field Types

Field Type Purpose Editor in UI Formatting Support

HTML	Used when you want rich text formatting (bold, italics, bullet points, images, tables, hyperlinks).	Displays the full WYSIWYG HTML editor in the article form.	Supports HTML tags, embedded images, CSS styles.
String	Used for plain text input — good for short titles, one-liners, IDs, or other unformatted content.	Simple text box (single line).	No formatting — just raw text.

If this helps, please consider marking my answer as helpful/accepted — it motivates me to stay active in the community and also helps others find relevant solutions more easily.

Thank you!

If this works, please mark it as helpful/accepted — it keeps me motivated and helps others find solutions.
Shashank Jain

Rafael Batistot · ‎08-13-2025

Hi @Brian Sorensen

See the documentation, may help you

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/product/knowledge-manag...