Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Now Platform capabilities
Table of Contents
Choose your release version
    Home Madrid Now Platform Capabilities Now Platform capabilities Knowledge Management

    Knowledge Management

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Knowledge Management

    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.

    Knowledge Management has significantly changed with Knowledge v3, which is enabled by default for all instances starting with the Fuji release.

    The Knowledge Management Service Portal enables users to access a portal view of knowledge bases and articles. It is available by default for new customers on the Madrid and later releases. If required, existing and upgrade customers can activate the Knowledge Management Service Portal plugin.

    Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

    To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

    Explore

    • Upgrade to Madrid
    • Knowledge Management v3
    • Knowledge Management v3 homepage
    • Search using Knowledge Management v3
    • Contextual search
    • Social Q&A
    • Domain separation

    Set up

    • Video: Getting Started with Knowledge Management v3
    • Knowledge Management setup guide for admins
    • Knowledge base setup guide for knowledge admins and managers

    Administer

    • Select user criteria for a knowledge base
    • Video: How to Control Knowledge Access Through User Criteria
    • Blog: Article Security and Filtering in Knowledge v3
    • Define a knowledge article category
    • Add a knowledge article to featured content
    • Configure Knowledge Management

    Use

    • Knowledge Management roles
    • Knowledge Management guide for users
    • Use knowledge on mobile devices
    • Article versioning
    • Article subscriptions
    • Knowledge Management Service Portal

    Migrate

    • Migrate to Knowledge Management v3
    • Video: Migrating from Knowledge Management v2 to v3
    • Video: Managing Article-Level Access Controls During Migration from KM v2 to v3
    • Blog: All things Upgrade considered on Knowledge v2 to v3

    Troubleshoot and get help

    • Knowledge Management FAQs
    • Ask or answer questions in the Knowledge Management forum
    • Search the HI knowledge base for known error articles
    • Duplicate knowledge article numbers
    • Contact ServiceNow Technical Support

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Knowledge Management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Knowledge Management

      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.

      Knowledge Management has significantly changed with Knowledge v3, which is enabled by default for all instances starting with the Fuji release.

      The Knowledge Management Service Portal enables users to access a portal view of knowledge bases and articles. It is available by default for new customers on the Madrid and later releases. If required, existing and upgrade customers can activate the Knowledge Management Service Portal plugin.

      Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

      To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.

      Explore

      • Upgrade to Madrid
      • Knowledge Management v3
      • Knowledge Management v3 homepage
      • Search using Knowledge Management v3
      • Contextual search
      • Social Q&A
      • Domain separation

      Set up

      • Video: Getting Started with Knowledge Management v3
      • Knowledge Management setup guide for admins
      • Knowledge base setup guide for knowledge admins and managers

      Administer

      • Select user criteria for a knowledge base
      • Video: How to Control Knowledge Access Through User Criteria
      • Blog: Article Security and Filtering in Knowledge v3
      • Define a knowledge article category
      • Add a knowledge article to featured content
      • Configure Knowledge Management

      Use

      • Knowledge Management roles
      • Knowledge Management guide for users
      • Use knowledge on mobile devices
      • Article versioning
      • Article subscriptions
      • Knowledge Management Service Portal

      Migrate

      • Migrate to Knowledge Management v3
      • Video: Migrating from Knowledge Management v2 to v3
      • Video: Managing Article-Level Access Controls During Migration from KM v2 to v3
      • Blog: All things Upgrade considered on Knowledge v2 to v3

      Troubleshoot and get help

      • Knowledge Management FAQs
      • Ask or answer questions in the Knowledge Management forum
      • Search the HI knowledge base for known error articles
      • Duplicate knowledge article numbers
      • Contact ServiceNow Technical Support

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login