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Configure your HR knowledge base

Get the basics of importing articles and KB setup within ServiceNow.

  • ServiceNow provides a quick and easy way to create and configure your knowledge base.

It’s time to configure your KB! But before you do, make sure you prepare for the future. Chatbots and voice recognition software will need to access your knowledge base before long, so keep this in mind during your configuration process.

Before importing your articles into the HR knowledge base, follow these basic configuration steps.

Step 1: Select your knowledge base

Start out with selecting the knowledge base you will be importing your articles into. When the HR plugin is activated, you automatically get an HR knowledge base. We suggest using Human Resources General Knowledge, but you may have multiple knowledge bases—like multiple countries or divisions—according to your situation.

To view or create a new knowledge base, within the ServiceNow application navigator, enter “knowledge base,” and then navigate to Knowledge > Knowledge Bases.

Step 2: Select your workflows

There are five out‑of‑the‑box process workflows that come with ServiceNow HRSD.

Figure 9: Out‑of‑the‑box process workflows available in ServiceNow

Choose the workflows for publishing and retiring policies and articles.

Figure 10: ServiceNow knowledge base Publish workflow and Retire workflow settings

You do have the option to configure the workflows to meet your needs.

Step 3: Create categories

In Stage 1, you created your categories. In this step, you will create those knowledge categories within ServiceNow. From your HR knowledge base, under Related Links, go to the Knowledge Categories tab.

Figure 11: ServiceNow knowledge base Categories setup

Update and add the categories you defined.

Step 4: Set your knowledge base for read and contribute access

By default, the HR knowledge base is set to be accessible for all employee roles, except alumni. You can adjust this if necessary.

Figure 12: ServiceNow knowledge base read and contribute access

Step 5: Import your articles and policies

You’ve already created your template and moved your articles into that template. Your articles have also been reviewed, approved, and assigned a category. Now you’re ready to import those articles and policies into your ServiceNow HR knowledge base using the import feature. Here’s what you do next:

  • Select HR Knowledge Base from the Application Navigator, click the Import Articles icon.

Figure 13: ServiceNow Import Articles icon

  • Select your knowledge base.
  • Select the category you’re moving articles into.
  • Select the Word files you’re importing into the category. We recommend you select multiple files at a time and drag them to the Import box rather than selecting files one by one.
Expert Tip

Expert Tip

Put all Word files ready for import in a file drive folder, not an online file sharing solution.

Figure 14: ServiceNow article import window

  • Once you’ve selected all files, click Import.

Figure 15: ServiceNow Import completed indication

Articles will be imported in Draft status.

Explore additional phases


You want to be sure everything is in place for a smooth, successful deployment.


You want to be sure you’re following best practices during implementation.


You’re up and running and want to get the most from your investment.


You’re ready to extend ServiceNow into other areas of your enterprise.

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