Empowering Users with Knowledge: Understanding and Creating Knowledge Articles in ServiceNow

In today's fast-paced work environment, quick access to information is crucial for efficiency and problem resolution. ServiceNow's Knowledge Management system provides a powerful platform for organizations to capture, share, and manage valuable knowledge. At the heart of this system lies the knowledge article, a key resource that empowers users with self-service capabilities and helps streamline support processes. This article will explore what a ServiceNow knowledge article is and provide a clear guide on how to create one, making it an essential read for all ServiceNow users aiming to enhance their platform experience.

Let's delve into the world of ServiceNow Knowledge Management and understand how knowledge articles can benefit your organization.

What Exactly is a ServiceNow Knowledge Article?

Think of a ServiceNow knowledge article as a comprehensive information hub designed to provide users with solutions, answers, and guidance on various topics. Within the ServiceNow platform, the Knowledge Management application enables the creation and organization of these articles into logical knowledge bases. These knowledge bases act as centralized repositories, making it easy for users to find the information they need for self-help, troubleshooting common issues, or understanding specific processes.

SSince the introduction of Knowledge v3 in the Fuji release, which later became the default in ServiceNow instances, the Knowledge Management system has become even more robust, offering enhanced features for creating, categorizing, reviewing, and approving articles. This ensures that the information available is accurate, up-to-date, and easily accessible.

Who Benefits from Utilizing Knowledge Articles?

The power of ServiceNow knowledge articles extends across various user roles within an organization:

• End-Users: They can quickly find answers to their questions and resolve common issues without needing to contact support, leading to faster resolution times and increased productivity.

• Support Teams: By providing readily available solutions for frequently asked questions, knowledge articles help reduce the volume of incoming support tickets, allowing agents to focus on more complex issues. It also ensures consistent information is provided to users, improving the overall quality of support.

• Organizations: A well-maintained knowledge base fosters a culture of knowledge sharing, reduces repetitive tasks, improves efficiency, and ultimately enhances user satisfaction. It also helps in retaining valuable organizational knowledge.

Creating a Knowledge Article: A Step-by-Step Guide

For users with the necessary permissions (typically known as knowledge contributors), creating a knowledge article in ServiceNow is a straightforward process:

1. Navigate to the Knowledge Portal: Access the ServiceNow Self-Service portal. In the navigation menu, locate and click on "Knowledge". This will take you to the main knowledge base interface.

2. Click "Create Article": On the Knowledge homepage, you will find a button labeled "Create Article". Click this button to begin the process of creating a new knowledge article. Note that this button will only be visible if you have the required "Can contribute" user criteria permission for at least one active knowledge base.

3. Select an Article Template (Optional): Depending on your organization's configuration, you might be presented with a choice of article templates. These templates provide pre-defined structures and fields to help ensure consistency across different types of knowledge articles. If templates are available, select the one that best suits the topic of your article.

4. Fill in the Knowledge Form: Once you proceed, you will be presented with a form containing various fields to populate with information about your knowledge article. Here are some of the key fields you will encounter:

   • Knowledge Base: Select the appropriate knowledge base where you want to store this article. Remember that an article can only be associated with one knowledge base.

   • Category: Choose a relevant category within the selected knowledge base to help users find your article easily. You will need to select a Knowledge Base first before you can choose a category. Articles without a category will appear under an empty category on the knowledge homepage.

   • Short Description: This will serve as the title of your article. Make it clear, concise, and descriptive so users can quickly understand the article's content. This title will appear in search results and at the top of the article.

   • Text: This is where you will enter the main content of your knowledge article. You can use the built-in HTML editor to format your text, add headings, lists, images, and other elements to make your article clear and easy to read.

   • Other Fields: You might also see fields like "Published" (which is automatically set upon publishing), "Valid to" (expiration date for the article, after which it will no longer be visible to users), "Article type" (HTML or wiki), "Workflow" (the current state of the article), "Source" (if the article was created from a task), and options for attaching files and displaying them.

5. Submit the Article: Once you have filled in all the necessary fields, click the "Submit" button. This will save your new knowledge article in the system.

What Happens After You Submit?

After submitting your knowledge article, it will typically be in a "Draft" state. Depending on the configuration of the knowledge base and the associated publishing workflow, the article might need to go through a review and approval process before it becomes publicly available. You might also want to add relevant tags to your article to further improve its searchability and organization within the knowledge base.

Understanding Knowledge Article States:

Knowledge articles in ServiceNow typically follow a lifecycle with different states, such as:

• Draft: The article is currently being created or edited.

• Review: The article has been submitted for review and is awaiting approval.

• Published: The article has been approved and is now available for users to view.

• Pending Retirement: The article has been marked for retirement and will soon be removed from public view.

• Retired: The article is no longer active and cannot be searched by external users.

Conclusion

ServiceNow knowledge articles are a cornerstone of effective knowledge management, empowering users with self-service capabilities and streamlining support processes. By understanding what knowledge articles are and following the simple steps to create them, you can contribute to a valuable resource for your organization. Take the next step by exploring the Knowledge Management module in your ServiceNow instance and start creating articles to share your expertise and help your fellow users find the information they need quickly and efficiently. Building a comprehensive and well-maintained knowledge base is an ongoing effort that will significantly benefit your entire organization.