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How do I approve knowledge articles in ServiceNow?
To approve/reject article, you will need the KB Manager role in ServiceNow. Navigate to Knowledge>Articles > Unpublished. This lists all KB articles waiting to be reviewed and approved/rejected by the KB manager.
What details do a knowledge article hold in ServiceNow?
Capture knowledge OTB, ServiceNow Knowledge Management supports creating articles from an incident or a problem. The short description in the incident or problem record becomes the knowledge article title, and the article is added to the KB specified in the configuration.
What is knowledge article ServiceNow?
The ServiceNow® Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Users can search and browse articles as well as provide feedback.
How do I create a knowledge article in ServiceNow?
0:04 8:11 Suggested clip How to Create Articles in the ServiceNow Knowledge Base — Video YouTubeStart of suggested client of suggested clip How to Create Articles in the ServiceNow Knowledge Base — Video
What is a Knowledge Based article?
A knowledge base is essentially a group of informative articles culled together using knowledge management software that your customers can utilize in order to solve any issues they might be experiencing with your company's products or services.
How do you measure the effectiveness of a knowledge base?
Typical CoP metrics include: Some points to consider: Search Metrics are determined through Tuning and Optimization. Search Metrics. User feedback A feedback mechanism is a clear way to indicate if staff is using the knowledge.
How do you develop knowledge articles?
Click the Knowledge tab. Click Create Article. Select the Knowledge article type. Create a title for your article, such as Our company address. Write a description, this goes under the title in the search results. Put your company address in the rich text area field you created in the last unit.
How do you write a knowledge article?
Don't make assumptions. Use anchor links in lengthy articles. Make the content easy to skim. Make the content easy to read. Organize your article logically. Use links strategically. Stick with simple article titles. Use images to save time and create clarity.
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