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    Home Paris Now Platform Capabilities Now Platform capabilities Knowledge Management Use Knowledge Management

    Use Knowledge Management

    • Save as PDF Selected topic Topic & subtopics All topics in contents
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    • Share this page

    Use Knowledge Management

    Share your ideas and experience by creating a knowledge article. Search and find information such as self-help, troubleshooting, and task resolution in knowledge bases. Review, provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk.

    Before you begin

    Role required: none

    Procedure

    Use Knowledge Management in one or more of the following ways.
    • Knowledge Management guide for users

      After knowledge bases are set up, you can start searching and creating articles.

    • Knowledge Management Service Portal homepage features

      The Knowledge Management Service Portal homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles. Learn how to navigate the homepage to search for and find useful and relevant information quickly.

    • Knowledge Management Service Portal search results page features

      View a list of search results as well as options for sorting and filtering the items in the list. You can also use knowledge search in other Service Portals.

    • Knowledge Management Service Portal article view page features

      The knowledge article view page in Knowledge Management Service Portal displays the knowledge article details, including the article number, short description, and article content. You can also give feedback or comment on an article.

    • Knowledge article validity

      Knowledge article validity is the date a knowledge article expires and is no longer available to the users. Articles do not appear in search results after the Valid to date or if the Valid to date is blank.

    • Create a knowledge article

      Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.

    • Edit a knowledge article

      Edit knowledge articles within a knowledge base to update information shared across your organization.

    • Map related articles

      Discover similar information across articles on a topic while viewing an article. You can manually map related articles or have the application automatically present related articles using machine learning (ML) algorithms.

    • Map catalog items related to an article

      Manually map catalog items related to a knowledge article to enable employees to request the related product or service.

    • Schedule a knowledge article for publishing

      Set a specific time and day for a knowledge article to be published automatically.

    • Recall an article that is being reviewed

      Recall an article that is being reviewed to make additional changes.

    • Approve an article that is being reviewed

      Approve an article that is being reviewed and create a new published version.

    • Retire a knowledge article

      You can initiate the retirement workflow to retire a knowledge article. Only administrators and knowledge administrators can view articles after they are retired.

    • Republish a retired article

      Instantly republish a retired article.

    • Move a knowledge article

      You can move articles between knowledge bases.

    • Comment on a knowledge article

      Comment on a knowledge article or reply to a comment.

    • Create knowledge from an incident, problem, or case

      Create a knowledge article, so the next time the issue comes up the resolution is easy to find.

    • Knowledge feedback

      You can view and contribute to feedback on knowledge articles.

    • Import a Word document to a knowledge base

      Import a Word document to create a knowledge article.

    • Create an article version by importing a Word document

      Import a Word document to a knowledge article to create a new version.

    • Knowledge article authoring in Agent Workspace

      Complete your job efficiently by creating, editing, and publishing knowledge articles in Agent Workspace.

    • Knowledge Management email notifications

      Reminders enable relevant users to review knowledge articles and complete tasks associated with them.

    • Knowledge subscriptions

      Subscribe to knowledge bases and knowledge articles and receive email notifications about new articles and article revisions or comments.

    • Knowledge blocks

      Simplify knowledge authoring for writers and knowledge consumption for readers with knowledge blocks. Knowledge blocks are reusable pieces of content secured by user criteria that you can add to knowledge articles in a knowledge base. The user criteria controls which users can read or not read the block content in an article or search, enabling users to more easily view content that is relevant to them.

    • Knowledge Management v3 homepage

      The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles.

    • Select a knowledge article category

      Knowledge articles within a knowledge base are grouped by category. These groups can help you define the knowledge base taxonomy, and can help users find articles within that knowledge base.

    • Create a knowledge article from a customer service case

      Reuse information from a customer service case by creating knowledge articles from cases.

    • Request a knowledge base

      If existing knowledge bases do not fit your needs, you can request a new knowledge base through the service catalog. If the request is approved, you are added as the owner of the new knowledge base.

    • Use knowledge on mobile devices

      All users can access knowledge from mobile devices to search for and view knowledge articles.

    Related topics
    • Knowledge Management FAQs

    Tags:

    Feedback
    On this page

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    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Use 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

      Use Knowledge Management

      Share your ideas and experience by creating a knowledge article. Search and find information such as self-help, troubleshooting, and task resolution in knowledge bases. Review, provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk.

      Before you begin

      Role required: none

      Procedure

      Use Knowledge Management in one or more of the following ways.
      • Knowledge Management guide for users

        After knowledge bases are set up, you can start searching and creating articles.

      • Knowledge Management Service Portal homepage features

        The Knowledge Management Service Portal homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles. Learn how to navigate the homepage to search for and find useful and relevant information quickly.

      • Knowledge Management Service Portal search results page features

        View a list of search results as well as options for sorting and filtering the items in the list. You can also use knowledge search in other Service Portals.

      • Knowledge Management Service Portal article view page features

        The knowledge article view page in Knowledge Management Service Portal displays the knowledge article details, including the article number, short description, and article content. You can also give feedback or comment on an article.

      • Knowledge article validity

        Knowledge article validity is the date a knowledge article expires and is no longer available to the users. Articles do not appear in search results after the Valid to date or if the Valid to date is blank.

      • Create a knowledge article

        Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.

      • Edit a knowledge article

        Edit knowledge articles within a knowledge base to update information shared across your organization.

      • Map related articles

        Discover similar information across articles on a topic while viewing an article. You can manually map related articles or have the application automatically present related articles using machine learning (ML) algorithms.

      • Map catalog items related to an article

        Manually map catalog items related to a knowledge article to enable employees to request the related product or service.

      • Schedule a knowledge article for publishing

        Set a specific time and day for a knowledge article to be published automatically.

      • Recall an article that is being reviewed

        Recall an article that is being reviewed to make additional changes.

      • Approve an article that is being reviewed

        Approve an article that is being reviewed and create a new published version.

      • Retire a knowledge article

        You can initiate the retirement workflow to retire a knowledge article. Only administrators and knowledge administrators can view articles after they are retired.

      • Republish a retired article

        Instantly republish a retired article.

      • Move a knowledge article

        You can move articles between knowledge bases.

      • Comment on a knowledge article

        Comment on a knowledge article or reply to a comment.

      • Create knowledge from an incident, problem, or case

        Create a knowledge article, so the next time the issue comes up the resolution is easy to find.

      • Knowledge feedback

        You can view and contribute to feedback on knowledge articles.

      • Import a Word document to a knowledge base

        Import a Word document to create a knowledge article.

      • Create an article version by importing a Word document

        Import a Word document to a knowledge article to create a new version.

      • Knowledge article authoring in Agent Workspace

        Complete your job efficiently by creating, editing, and publishing knowledge articles in Agent Workspace.

      • Knowledge Management email notifications

        Reminders enable relevant users to review knowledge articles and complete tasks associated with them.

      • Knowledge subscriptions

        Subscribe to knowledge bases and knowledge articles and receive email notifications about new articles and article revisions or comments.

      • Knowledge blocks

        Simplify knowledge authoring for writers and knowledge consumption for readers with knowledge blocks. Knowledge blocks are reusable pieces of content secured by user criteria that you can add to knowledge articles in a knowledge base. The user criteria controls which users can read or not read the block content in an article or search, enabling users to more easily view content that is relevant to them.

      • Knowledge Management v3 homepage

        The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles.

      • Select a knowledge article category

        Knowledge articles within a knowledge base are grouped by category. These groups can help you define the knowledge base taxonomy, and can help users find articles within that knowledge base.

      • Create a knowledge article from a customer service case

        Reuse information from a customer service case by creating knowledge articles from cases.

      • Request a knowledge base

        If existing knowledge bases do not fit your needs, you can request a new knowledge base through the service catalog. If the request is approved, you are added as the owner of the new knowledge base.

      • Use knowledge on mobile devices

        All users can access knowledge from mobile devices to search for and view knowledge articles.

      Related topics
      • Knowledge Management FAQs

      Tags:

      Feedback

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