Knowledge Management is a module in servicenow which works as a library of all the known issues or resolution of potential issues. It store Knowledge articles which contain description of issues, their root cause & resolution.
Knowledge management allows users to create, edit, and view knowledge articles to share information across the organization.
Knowledge articles are pieces of knowledge, such as a policy or release notes. Each article exists within a knowledge base, which is managed by one or more knowledge managers.
Users can browse and search knowledge using a knowledge homepage or contextual search from other ServiceNow applications. Knowledge authors can contribute articles. Administrators can create multiple knowledge bases and assign these knowledge bases to individual managers responsible for controlling the behavior and organizational scheme of each knowledge base.
KNOWLEDGE MENU & MODULE
Knowledge module provides these menus which helps in creating , editing & publishing knowledge articles.
- Homepage: View the knowledge homepage that allows users to search and browse knowledge.
- Create New: Create a new knowledge article.
- Unpublished: View and edit knowledge articles that have the workflow state of Draft or Review.
- Published: View and edit published knowledge articles.
- Retired: View and edit retired knowledge articles.
- Flagged Articles: View articles that a user flagged for review.
- All: View and edit all articles.
- Open Submissions: View active knowledge submissions created from tasks.
- Knowledge Bases: Create, view, and edit knowledge bases.
- Feedback: View feedback records.
- Ratings: View feedback records where a user provided a numerical rating, or where a user indicated the article was useful or not useful.
- Search Log: Track user searches to determine search trends and identify popular content.
- Navigation Add-ons: Configure legacy knowledge portal add-ons.
- Messages: Customize and localize the text that appears in knowledge bases, such as button labels, category names, and feedback options.
- Properties: Configure knowledge properties.
- Overview: View the Knowledge Management homepage that shows reports about knowledge usage.
- User Criteria: Define user criteria records to control access to knowledge.
CREATING NEW KNOWLEDGE ARTICLE
STEP 1: Knowledge article can be created by going to Knowledge module & clicking on ‘Create New’, this will open a page where user need to fill in all the details & description about Knowledge article.
Following fields/button are available in the form:
- Knowledge Base: By default, there are 2 Knowledge base available in servicenow instance, they are IT & Knowledge. In case user want a new Knowledge Base in which he/she want to put the knowledge article in , it can be created by clicking on new option.
- Category: Category defines the class of knowledge article to which it belongs. There are multiple options like : News, Outlook, Microsoft, Application, google, IT. User can select the category as per the options available in reference field & can also create new category if existing do not seems suitable.
- Flagged: User has the option to mark article as flagged by checking the checkbox as TRUE. This is similar to marking your email as Important.
- Image: Image that you want to publish in the KB article are added from this option.
- Short Description: This field describes about the KB article which is visible to the users.
- Description: Describe KB article here with suitable keywords which can make the search easy.
- Search for Duplicates: This button is available at the top of Knowledge form , this helps in finding out similar Knowledge article existing in same instance, this avoid creation of duplicate articles.
STEP 2: After all the details are filled in , click on submit. This moves the state of KB article to DRAFT.
Click on PUBLISH button, this will move the KB article in REVIEW state & the article will go to the Knowledge manager for approval. Knowledge manager reviews the article & approves it if all the details provided are authentic.
STEP 3: KB article need to be approved , to approve the article, goto the ‘My Approval’ module & approve the article. Only knowledge manager can do this.
After KB article is approved , it moves to PUBLISH state & is visible to all the users for reference, in case the details are not appropriate , knowledge manager will reject the article & it will go back to DRAFT state.
RETIRING KNOWLEDGE ARTICLE
To retire KB article , a button RETIRE is available in the form , click on it & KB article will goto the Knowledge manager for approval. If approve , KB article will move to RETIRED state.
SEARCHING KNOWLEDGE ARTICLE
User can search for knowledge articles from the knowledge homepage using the search bar at the top of the page. Search results include only articles the current user can read. Documents that are attached to articles are also listed in the search results (for those articles to which you have access).
User can sort results by relevancy, most recent update, or number of views.
User can filter results in these ways:
- Knowledge Bases: select a knowledge base to search. User can select only knowledge bases you can access. If user do not select a specific knowledge base, search results include articles from all knowledge bases that user can access. You can also select a knowledge base from the choice list in the search bar.
- Categories: select one or more knowledge categories.
- Authors: select one or more authors.
You can view and contribute to feedback on knowledge articles.
- Flag an article as incorrect or inappropriate.
- Provide a rating value for the article.
- Mark an article as helpful or not helpful.
- View comments, add a new comment, or reply to existing comments.
Users can view comments directly on the article. Knowledge managers can view the other types of feedback by navigating to Knowledge > Feedback.