Please use docs.servicenow.com for the latest documentation.

This site is for reference purposes only and may not be accurate for the latest ServiceNow version

Knowledge Management

From Wiki Archive
Jump to: navigation, search



Note
Note: This article applies to Fuji and earlier releases. For more current information, see Knowledge Management at http://docs.servicenow.com

The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.


Overview

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.

Note
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. For instances that upgraded to Fuji, see Migrating to Knowledge Management v3.


Roles

Name Description
Any role All users with at least one ServiceNow role can create and edit knowledge articles. Some knowledge bases may limit this to only certain users.
knowledge Users with the knowledge role can contribute to the default knowledge base and access the Knowledge application menu.
knowledge_manager Knowledge managers perform administrative functions for knowledge bases they manage such as defining categories, pinning important articles, and approving changes to articles. Users selected as managers of a knowledge base receive this role automatically.
knowledge_administrator Knowledge administrators can manage the default knowledge base.
admin Administrators create new knowledge bases, configure knowledge workflows, set knowledge properties, and manage knowledge forms and homepages.

Menus and Modules

Knowledge management contains these modules. The Homepage module and modules in the Articles section are available to users with the knowledge or knowledge_manager roles. Modules in the Administration section are available only to administrators.

Error creating thumbnail: Unable to save thumbnail to destination
Knowledge Management modules
  • Homepage: View the knowledge homepage that allows users to search and browse knowledge.
  • Articles
    • 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.
  • Administration
    • 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.

In addition, two knowledge modules in the Self-Service application are available to all users:

  • Knowledge: View the knowledge homepage that allows users to search and browse knowledge.
  • My Knowledge Articles: View and edit knowledge articles authored by the logged-in user.