Using Knowledge

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Note: The content on this page describes the Knowledge Management v3 feature, available starting with the Fuji release. See Legacy:Knowledge Management for information about knowledge functionality in versions prior to Fuji.

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1 Overview

You can browse and search for articles that are configured to grant you access, and submit feedback on those articles. You must have at least one ServiceNow role to contribute content.

2 Viewing Knowledge

To view the default knowledge homepage navigate to Self-Service > Knowledge.

The knowledge homepage

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

Note: The knowledge homepage is not compatible with Internet Explorer 9 or earlier. Using one of these browsers will cause you to be redirected to the legacy knowledge portal.

2.1 Browsing Articles

From the knowledge homepage, you can select a knowledge base to browse articles within that knowledge base. You can view only knowledge bases you can access. Articles are organized by category.

Articles organized by category

2.2 Searching Knowledge

You 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).

You can sort results by relevancy, most recent update, or number of views.

You can filter results in these ways:

  • Knowledge Bases: select a knowledge base to search. You can select only knowledge bases you can access. If you do not select a specific knowledge base, search results include articles from all knowledge bases that you 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.
Search filtering options

3 Using Knowledge Feedback

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.

Administrators and knowledge managers can disable some feedback options using fields on the Knowledge Base form. Administrators can configure feedback options using properties.

3.1 Flagging Articles

You can flag an article for incorrect or inappropriate content. Click Flag Article in the article header to open a new window, allowing you to enter suggested changes.

Suggestions you make when flagging an article do not appear in the public comments for that article.

3.2 Rating Articles

The five stars below the article title allow you to indicate the article's effectiveness on a scale of 1 to 5.

3.3 Marking Articles

The question Helpful? at the bottom of the article allows you to indicate the usefulness of the article with a simple Yes or No answer.

3.4 Using Comments

Knowledge comments at the bottom of the article use document live feed to enable a conversation around a knowledge article. For example, you can post replies to comments, add attachments, or Like comments.

4 Requesting a Knowledge Base

You can request a knowledge base through the service catalog. You are notified when the request is approved or rejected. If the request is approved, you are added as the owner of the new knowledge base. You can then assign managers and manage articles in the new knowledge base. Knowledge bases created through this request process are inactive by default.

To request a new knowledge base navigate to Service Catalog > Catalogs, select Can We Help You?, and then select the Request Knowledge Base item.

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