• Products
  • Use cases
  • Industries
  • Making it #EasyForEmployees
  • A guide with best practices for transforming the employee service experience.
  • Modernizing government via ITSM
  • A research doc about government agencies’ digital transformation challenges.


  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.


  • General Mills transforms HR
  • Global employee service experience shows entire corporation how it’s done.


  • Do you need an AI council?
  • Formal collaboration helps implement new technology safely and effectively.

Perform a final review and publish

Discover the final steps to take before deploying your knowledge base.

  • Review articles within ServiceNow prior to publishing.
  • Your KB should give employees the same consumer experience at work they get at home.

“HR service delivery models that include a comprehensive knowledge base deliver the highest level of efficiency to the organization.” – CedarCrestone, 2015 HR Systems Survey

Now that your documents have been uploaded into the HR knowledge base, you have one more step. Articles are imported in Draft status, giving you one more chance to review them before publishing to ensure the content imported correctly.

Here are some rules to live by:

  • Do not allow content creators to publish knowledge articles directly.
  • Only allow the KB owner to publish the content.

Step 1: Filter draft articles

From All Articles in the application navigator, select the Filter icon and add an AND filter: Workflow is Draft. Click Save, then Run.

Figure 16: ServiceNow draft article filter setup

Step 2: Review draft articles

As you did in Stage 3, you need to complete a final review prior to publishing your KB to your community. The knowledge manager and content owners will review the key elements of each article:

  • Category – Verify that the article is in the right category.
  • Valid to – Is there a shelf life or expiration for the article? For example, the end of the year is the expiration date for your 401(K) annual limits.
  • Short description and body content – Make any final content changes, make sure the format is OK, and check for broken links.
  • Attachment link – Verify whether the article should include an attachment. If so, ensure the attachments are accurate. Choose whether you want it displayed at the bottom of the article. Note: You can link to attachments within your article without using the attachment link.
  • Format – Sometimes when importing articles, the format may be altered. Address this as needed.

Figure 17: Draft knowledge article within ServiceNow

Expert Tip

Expert Tip

Use the Search for Duplicates feature to search for duplicate content.                              

Figure 18: Search for Duplicates button within ServiceNow

Step 3: Publish article

Once your review is complete, publish each article.

Although most of the hard work is done, you now need to be prepared to deploy and maintain your knowledge base. This process includes training your teams, educating your employees, and doing ongoing article maintenance.

Note: There are some additional configuration steps, such as adding criteria on each article, to provide a next level of personalization. These topics will be covered in a future best practice document.

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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