Chapter 10 - Knowledge Management Overview Flashcards
What is a knowledge article?
-Knowledge article is a record in a knowledge base (KB) that provides info to knowledge consumers.
Ex. Policies, self-help tips, troubleshooting and resolution steps.
Note: Groups like HR often use knowledge articles to share info like company policies/benefits info.
What are some of the structural components for a knowledge article?
-Number: Unique ID of the knowledge article and is auto-generated by ServiceNow.
-Knowledge base: The KB in which this knowledge article is stored.
-Category: Categories are defined and specific to a KB and may vary across KBs.
-Valid to: The date restriction.
-Article type: Currently there are only HTML or Wiki types.
-Workflow: The current state of the knowledge article in its lifecycle.
-Source task: The task this knowledge article was created in response to, if any.
Note: This is set automatically when you create the knowledge article from a task record.
-Attachment link: Check box for downloading an attached file automatically when a user accesses the article instead of opening the article view.
Note: One or more attachments must be added to the article to use this option.
-Display attachments: Check box for displaying attachments to users viewing this knowledge article.
Note: Attachments appear below the article text.
Note2: Add one or more attachments to the article to use this option.
-Short description: The title of the knowledge article.
-Article body: The content of the knowledge article.
-Search for duplicates: This button will trigger within ServiceNow to determine if there’s any similar knowledge articles already existing in the platform.
What are the ways of creating knowledge articles?
Create articles - Create articles using templates and/or knowledge blocks directly in ServiceNow.
Create articles from cases or incidents - Allow agents and resolvers to quickly create/save knowledge to share with other users from cases in Customer Service Management apps or incidents in ITSM apps.
Import articles - Import MS Word files into Knowledge base.
Integrate - Integrate to an existing, WebDAV (Web Distributed Authoring and Versioning) compliant knowledge source outside of ServiceNow.
What is integrate?
ServiceNow has the capability to integrate with WebDAV compliant knowledge tools, like Sharepoint, integrating with Sharepoint will allow documents within Sharepoint (or other WebDAV compliant sources) to appear in search results in ServiceNow.
