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Create a knowledge base

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Create a knowledge base

Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Configure knowledge bases into product or service categories and manage user access based on permissions. Customize workflows for publishing and retiring articles in the knowledge base.

Before you begin

Understand the requirements for setting up a knowledge base.

Role required: knowledge_admin or admin

Procedure

  1. Navigate to Knowledge > Administration > Knowledge bases.
  2. In the Knowledge Bases list, click New.
  3. On the form, fill in the following fields as appropriate:
    Table 1. Knowledge base form
    Title Description
    Title Unique name for the knowledge base.
    Article Validity Number of default days articles will be valid for after their created date.
    Note: The Article Validity field is configured to set the Valid to date for an article. The Valid to date is the date this knowledge article expires. When you create an article within a knowledge base, the date value in the Valid to field of the article is calculated as follows: Created (sys_created_on) + Article Validity (in days). An article author or editor can select whether to keep or change the Valid to date  (see Create a knowledge article). If the Article Validity field is blank, the date in the Valid to field date is set to  January 1, 2100.
    Icon An image that provides a visual reference to describe the knowledge base. This image is displayed next to all articles from this knowledge base in the article search results page.
    Disable commenting Check box to disable commenting. If selected, users cannot comment on articles in the knowledge base.
    Disable suggesting Check box to disable edit suggestions. If selected, users cannot suggest edits to articles in the knowledge base.
    Disable category editing Check box to disable editing of knowledge categories. If selected, only knowledge managers can add or edit knowledge categories for the knowledge base.
    Checklist Checklist to evaluate the quality of articles in the knowledge base.
    Owner The user responsible for the knowledge base. A knowledge base owner can assign other roles to the knowledge base.
    Manager Users who perform administrative functions on the knowledge base.
    Publish workflow The workflow for publishing the articles in the knowledge base.
    • Knowledge - Instant Publish: publishes articles in the knowledge base without requiring an approval.
    • Knowledge - Approval Publish: requests approval from the manager of the knowledge base before moving the articles to the published state.
    Retire workflow The workflow for retiring the articles in the knowledge base.
    • Knowledge - Instant Retire: retires articles in the knowledge base without requiring an approval.
    • Knowledge - Approval Retire: requests approval from the manager of the knowledge base before moving the articles to the retired state.
    Active Check box to make the knowledge base visible to all users.
    Enable social questions and answers Check box to enable social Q&A for articles in the knowledge base.
    Description A short description to describe the knowledge base.
    Set default knowledge field values Default configuration settings for the knowledge base.
    Related products List of products related to the knowledge base content.
  4. Right-click the form header and click Save.
  5. In the related list section, view or configure the following items related to the knowledge base:
    Name Description
    Knowledge List of knowledge articles stored in this knowledge base.
    Questions List of Social Q&A questions stored in this knowledge base.
    Can Read The Can Read user criteria list for this knowledge base.
    Note: It is recommended to assign appropriate user criteria to secure read access. See, Select user criteria for a knowledge base.
    Can Contribute The Can Contribute user criteria list for this knowledge base.
    Note: It is recommended to assign appropriate user criteria to secure contribute access. See, Select user criteria for a knowledge base.
    Article Templates If you have activated the Knowledge Management Advanced (com.snc.knowledge_advanced) plugin, the Article Templates related list is displayed.

    If there are article templates in the related list, articles in that knowledge base can only be created using one of the article templates listed.

    If the Article Templates related list is empty, articles can be created using any article template.

    Click Edit to map article templates to the knowledge base.
    Note: Admins, knowledge admins, and knowledge managers can edit the article templates for the knowledge base.
    Featured Content List of knowledge articles that appear in the homepage Featured Content section based on the corresponding keyword search set for each article.
    Knowledge Categories List of knowledge categories associated with this knowledge base.
  6. Click Submit.
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