Adding ServiceNow Knowledge Base Articles to Forms
Whether you’re working on a single service or multiple services, the KB is an important resource for your users. It contains answers to common questions, FAQs, and solutions to complex technical problems.
ServiceNow is working to improve their KB by automating knowledge capture and sharing. Using machine learning, the Knowledge Management team is continuously adding new features that improve how TSEs share knowledge and how customers find it.
How to Create a KB Article
ServiceNow Knowledge KB articles are a great way for staff to provide quick answers to their customers’ problems. They are easy to create and can be categorized, reviewed, and approved.
To create a new article, navigate to Knowledge Base > Create New. In the New article window, complete the Client Service and Service Component information, if applicable.
If you have created a KB template, select it from the drop-down list. The new article will use that template as the base for its content.
You can also select the Use search keywords from topic as article tags option, which will allow users to filter and view tagged articles when searching for information. This can be useful if you are creating topics with specific keywords that are relevant to your audience, such as “multiple languages”. You can also upload the article as a draft before making it available to your readers. This can help ensure your articles are always accurate and updated.
How to Add a KB Link to a Page
Currently ServiceNow Knowledge Management allows users to search for articles by a particular knowledge base and category, but does not give them a way to navigate through a series of articles. For this reason it is useful to be able to create HTML buttons that direct them to a specific article in that series. This is especially useful for KB articles that have cross-references between different categories or are restricted to certain groups.
To add a ServiceNow KB link to a page, click the Output Presets tab and configure an output preset to link to ServiceNow. You can also select the Use Paligo CSS option, which gives each piece of content published from Paligo a reference to a Paligo stylesheet (CSS) that contains styling rules for font sizes and spacing etc.
How to Add a KB Link to a Form
When you are adding a KB to a form, you can choose to add a link to it. The trick is to pick the right one. You want to choose a link that isn’t too obvious but also doesn’t confuse the reader with a bog standard text link. This may require a little trial and error to find the perfect combination of the best options. It’s also a good idea to consider the user’s browser and platform, as some browsers aren’t capable of rendering all sorts of web content.
