Author and collaborate on knowledge articles in Microsoft Word by
logging in to your ServiceNow instance from the Word Online
application.
Before you begin
You must have contribute access to the knowledge base within which you want to
create the knowledge article. The system administrator and Office 365 administrator
have configured the Knowledge Management - Add-in for Microsoft Word. (For more
information, see Configure Knowledge Management - Add-in for Microsoft Word.)
About this task
You need to authenticate with your ServiceNow instance credentials for accessing and creating
knowledge articles using Microsoft Word. You might also need to
re-authenticate if your session has expired.
Procedure
-
Sign in to your Office 365 account.
-
From the Microsoft 365 app launcher, select the icon to launch the Microsoft Word app.
-
In the New section, click New blank document, or open
any existing Microsoft Word document.
-
On the Home tab, click the Knowledge icon (
).
-
In the Knowledge Management pane of the Word document, click Log in
to ServiceNow.
The ServiceNow login page opens in a separate tab
of your browser.
-
On the ServiceNow login page, enter your ServiceNow credentials.
Result
After successful authentication, the ServiceNow instance browser tab closes and you are redirected to
the Microsoft Word browser tab. On the Microsoft Word
document, the Knowledge Management pane displays the welcome screen.