Using Knowledge Management

Use Knowledge Management to search and find information on self-help, troubleshooting, and task resolution in knowledge bases.

• Knowledge Management guide for users
  After knowledge bases are set up, you can start searching and creating articles.
• Knowledge Management Service Portal homepage features
  The Knowledge Management Service Portal homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles. Learn how to navigate the homepage to search for and find useful and relevant information quickly.
• Knowledge Management Service Portal search results page features
  View a list of search results as well as options for sorting and filtering the items in the list. You can also use knowledge search in other Service Portals.
• Knowledge Management Service Portal article view page features
  The knowledge article view page in Knowledge Management Service Portal displays the knowledge article details, including the article number, short description, and article content. You can also give feedback or comment on an article.
• Managing email notifications in Knowledge Management
  Reminders enable relevant users to review knowledge articles and complete tasks associated with them.
• Using the homepage of Knowledge Management v3
  The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles.
• Request a knowledge base
  If existing knowledge bases do not fit your needs, you can request a new knowledge base through the service catalog. If the request is approved, you are added as the owner of the new knowledge base.
• Import a Word document to a knowledge base
  Import a Word document to create a knowledge article.
• Use knowledge on mobile devices
  All users can access knowledge from mobile devices to search for and view knowledge articles.
• Using Now Mobile for Knowledge Management
  Access knowledge articles from anywhere using the Information applet on the Now Mobile app. You can view recently viewed and most popular articles, search for articles, browse articles by category, and provide feedback for articles.
• Manage ownership groups
  Create ownership groups and associate them to knowledge articles. Knowledge group managers or knowledge administrators can edit ownership groups.
• Use article versioning
  Use article versioning to create and maintain multiple versions of a knowledge article.
• Using knowledge blocks
  Use knowledge blocks to simplify knowledge authoring for writers and knowledge consumption for readers.
• Use knowledge subscriptions
  Use knowledge subscriptions to receive email notifications about new articles and article revisions or comments.
• Use translation management
  Use translation management to create and manage translation tasks.
• Work on a feedback task
  You can change the state of a task and resolve or reassign tasks generated by article feedback.
• Track the progress on a feedback task
  Monitor open and closed feedback tasks and track the duration of time a feedback task remains in each state.
• Use Article Quality Index
  Use article quality index (AQI) to assess the quality of knowledge articles.
• Managing KCS article states
  Manage the readiness of KCS articles and comply with regulated information using KCS article states.
• Knowledge article creation from an incident
  Enable users to quickly and easily reuse information from an incident in a knowledge article.
• Knowledge content migration from v2 to v3
  To use the new functionality available in knowledge v3 with legacy articles, you must migrate these articles out of the default knowledge base.
• Move a knowledge article
  You can move articles between knowledge bases.