Knowledge Management setup guide for admins

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Knowledge Management Setup Guide for Admins

    To enable users to create knowledge bases and articles in ServiceNow, administrators must set up Knowledge Management. This involves collaborating with stakeholders to establish specific requirements tailored to user needs.

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    Key Features

    • Stakeholder Engagement: Identify key roles such as Knowledge Manager, Knowledge Admin, Knowledge Coach, Knowledge Domain Expert, Content Creators, and Community Managers to define knowledge management processes.
    • Role Assignment: Assign appropriate Knowledge Management roles to users and groups based on their responsibilities.
    • Custom Workflows: If default workflows do not meet requirements, custom workflows can be created for publishing and retiring articles.
    • Knowledge Properties Configuration: Modify default knowledge properties as needed to support user requirements.
    • Internationalization Support: Activate plugins to support multiple languages beyond English.
    • Guided Setup: Utilize the Knowledge Management guided setup to assist with the configuration process.

    Key Outcomes

    By following this setup guide, administrators can effectively tailor the Knowledge Management system to meet the specific needs of their organization, ensuring efficient content publishing and management. Stakeholders will be informed and equipped to contribute to the configuration, leading to a more streamlined process for creating and managing knowledge bases.

    Before users in your organization can start creating knowledge bases and knowledge articles, you must set up Knowledge Management. Work with stakeholders to define requirements for setting up Knowledge Management effectively to meet the needs of users.

    Requirements

    Role required: admin.

    Before you begin

    Meet with the stakeholders
    Stakeholder Responsibilities
    Knowledge manager Defines and oversees the knowledge management processes for day-to-day operations related to content publishing and usage.
    Knowledge admin Configures advanced settings for specific Knowledge Management features
    Knowledge coach Enables users to adhere to content standards.
    Knowledge domain expert Provides domain knowledge expertise.
    Version author Contributor to a particular version of an article.
    Content creators and reviewers Create, review, and update articles in the knowledge bases.
    Community managers Focus on the creation and curating of social content.
    Line managers Manage teams that create and use knowledge articles
    With stakeholders, determine the following requirements
    • Who are the consumers of the content in the knowledge bases?
    • Who are the writers, editors, and managers for the knowledge base articles?
    • What are the required workflows to publish and retire articles?
    • What are the unique behaviors required for your knowledge management implementation? For example, should attachments appear in search results?
    • Do you want to translate knowledge articles into other languages?

    What to do

    Assign knowledge roles to users and groups
    Determine which Knowledge Management roles are appropriate for each user, and then assign those roles .
    Create custom Knowledge workflows
    If the default knowledge workflows for publishing and retiring knowledge articles are not appropriate for your knowledge bases, create custom workflows for those knowledge bases.
    Configure Knowledge properties
    If the default knowledge properties do not fulfill the requirements of users, reconfigure the properties as necessary.
    Activate support for other languages besides English
    If languages other than English must be supported, activate the Knowledge Management Internationalization plugins.
    Coordinate with knowledge managers for knowledge base setup
    Let knowledge managers and administrators know that they can start configuring their knowledge bases. For details, refer them to the Knowledge base setup guide for knowledge admins and managers.

    Next steps

    Depending on any other requirements for the knowledge bases, you may be asked to help with additional tasks, such as configuring knowledge landing pages.

    Using guided setup to implement Knowledge Management

    Knowledge Management guided setup provides a sequence of tasks that help you configure Knowledge Management on your instance. To open Knowledge Management guided setup, navigate to Knowledge > Administration > Guided Setup.

    For more information about using the guided setup interface, see Using guided setup.