---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Workplace knowledge management

# Workplace knowledge management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As a workplace admin, you can create knowledge base articles for employees. In the articles, provide information to your employees about workplace services, such as workplace updates, self-help, troubleshoot, and others.

With the Workplace Service Delivery application, you can create knowledge base articles and display them as wiki pages or HTML pages. The Workplace Service Delivery
Knowledge Management is the same as the ServiceNow AI Platform
Knowledge Management, for more information, see [Configuring Knowledge Management](https://www.servicenow.com/docs/access?context=configuring-knowledge-management&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).{#workplace-knowledge-mgmt-wsd__p_pgh_nfg_h1c}  
You can perform the following actions on a knowledge base article:

* Publish the article to make it available to employees.
* Update the article at any time if necessary.
* Retire the article if it is no longer required.
* Republish a retired article if necessary.
* Delete an article.
{#workplace-knowledge-mgmt-wsd__ul_qby_k3l_jyb}  
A knowledge base article undergoes the following workflow when it is created:

* Draft
* Review
* Published
* Pending retirement
* Retired
{#workplace-knowledge-mgmt-wsd__ul_vqx_c3l_jyb}

You can add attachments and enable employees to view the attachments individually. If a
knowledge base article is relevant only for a short duration, you can specify an end date for the
knowledge base article.{#workplace-knowledge-mgmt-wsd__p_sgh_nfg_h1c}

You can view and update the knowledge base articles at any time. You can view published
articles, unpublished articles and retired articles separately. You can also republish an article
whenever needed.{#workplace-knowledge-mgmt-wsd__p_tgh_nfg_h1c}
* **[Create a workplace knowledge base article](https://www.servicenow.com/docs/FlD3ckX9kF2TrFBRADtW_Q)**   
  Provide information to employees through knowledge base articles. Create knowledge base articles with information about workplace updates, self-help, troubleshoot steps, and others.
* **[Publish a workplace knowledge base article](https://www.servicenow.com/docs/GYMM0YF52VvMiF5GhQtyCA)**   
  After creating a knowledge base article, publish the article to make it available for employees.
* **[View workplace knowledge base articles](https://www.servicenow.com/docs/lJdK7DTlvNK7D5iVBvuwlA)**   
  View workplace-related updates, processes, and other information in the knowledge base articles that your team created. Rate articles that you find useful.
* **[Modify a workplace knowledge base article](https://www.servicenow.com/docs/fpKA7WsR7Mzh10QmE3FUfQ)**   
  Update a knowledge base article at any time. Retire a published article or republish a retired article.

**Related concepts**   

* [Configure Workplace entity and entity types](https://www.servicenow.com/docs/dvtDBh_elAs1DF2P1tatIQ "Create a business hierarchy based on your organization's businesses. Allocate workplace locations based on the business to which they are associated with. Configure workplace entity types and workplace entities to create the structure. For example, add entity types such as Business Units, Marketing Units, and associate workplace entities such as ITSM, Facilities, and more under them.")
* [Mapping employees to their designated workspaces](https://www.servicenow.com/docs/HXN~t5qSaQtVybP35yKRBg "Map your employees to their designated workplace locations in Workplace Core to automatically fill in that detail in reservation requests and to take advantage of auto-assignment of workspaces if that feature has been enabled.")
* [Managing workplace shifts that you own](https://www.servicenow.com/docs/OVr0ZqhatZ3L3zDwn1bcqQ "Review the workplace shifts that you own in Workplace Core and update the shift details if necessary. You can also monitor the reservations and requests made for the workspaces associated with these shifts.")
* [Managing workplace reservations for employees](https://www.servicenow.com/docs/84xyYQhO7zUo1INugglq~Q "Reserve available areas or spaces for your employees and review pending reservation requests from employees in Workplace Core so you can ensure physical distancing measures when they return to the workplace. Once you make reservations, employees are notified about the locations to which they have access. The Workplace Service Delivery also offers more advanced workplace reservation options in the Workplace Reservation Management application.")
* [Setting and tracking arrivals at the workplace](https://www.servicenow.com/docs/7SgBBP4ASFAbHweprpKlEw "Workplace managers can set arrival intervals in Workplace Core for different locations at your workplace with defined capacities to facilitate staggered entry of employees into the office. Employees can then choose from the defined arrival slots.")
* [Managing workplace tasks](https://www.servicenow.com/docs/8dFzsgqVGtspTNyjKwZg4Q "Using workplace tasks in Workplace Core, workplace managers can monitor workplace activities that are created and scheduled in the workplace for each shift. They can also schedule planned or on-demand maintenance tasks and generate reports to track the progress of these activities.")
* [QR code management](https://www.servicenow.com/docs/dvZ1qDkqCl8FtiJVYNi65A "Generate and print QR codes for spaces and rooms. Employees can use these codes to make reservation-related actions on the Now Mobile app.")
* [Location migration](https://www.servicenow.com/docs/EWj2MJOhv1Eyi0Wx3VZl8Q "Learn how to migrate location data from the ServiceNow Locations table to the Workplace Location table to use them in Workplace Service Delivery applications.")  
**Related tasks**   

* [Import your workspaces data from an Excel spreadsheet](https://www.servicenow.com/docs/B63P_mI8MXPTK1s3JiLL9w "Import your workspaces data from an Excel spreadsheet into the Workplace Core application.")
* [Add a space type configuration](https://www.servicenow.com/docs/ErvPwWvZ3kHi6CT8lnZq8w "Configure the different types of spaces available in your workplace. You can add spaces based on different space types. The space types enable your employee to identify the different types of spaces that are available on a floor in a Mappedin floor map")
* [Block a workplace location](https://www.servicenow.com/docs/UMfRDnlijX01qMKdIcp~RA "Block a workplace location for a specific period. The blocked workplace location is unavailable during the specified period for any type of reservation on the Workplace Reservation Management Reservation portal.")
* [Enable favorites option for Workplace Service Portal](https://www.servicenow.com/docs/jcyYcbK1qxvGXuFv8XxHbg "Enable employees to set a workplace location as their favorite while using the Workplace Service Portal. Integrate with Employee Service Center to configure the favorites option.")
* [Create a workplace performer criteria](https://www.servicenow.com/docs/a7ZMphcceKGsYlw_9Vuq4Q "Configure the users who are permitted to perform important actions in Workplace Service Delivery. Add approvers to approve workplace cases and reservations that are created through Workplace services.")
* [Assign the workplace user role to employees](https://www.servicenow.com/docs/BIdIgpr1ZrZsWEZiiUhSDg "Set rules in Workplace Core to assign the workplace user role to employees and apply conditions accordingly.")
* [Approve employee workplace reservation requests](https://www.servicenow.com/docs/LaTYx0fDm2Aj4t2MvkLXxQ "Review employee area and space reservation requests in Workplace Core and approve or reject them.")  
**Related reference**   

* [Configuring shifts for your workplace](https://www.servicenow.com/docs/VcgenZRbpcpZGDKlLkHWog "Configure shifts for your organization in the Workplace Core application so you can efficiently plan and manage your workplace by assigning employees and workspaces to those schedules.")
* [View workplace service usage analytics with User Experience Analytics](https://www.servicenow.com/docs/4tYQobMCHHkNbgAYvAx6iw "The ServiceNow User Experience Analytics provides you with qualitative analytics on how the services provided by the Workplace Service Delivery applications are used by the workplace managers, employees, and other workplace users.")