Knowledge Management

The Information applet on the Now Mobile app enables you to access knowledge articles from a mobile device.

Accessibility checker in the toolbar enables you to identify and resolve accessibility related issues in a Knowledge article.

The External Content Integration feature is activated with the Knowledge Management - External Content Integration plugin (com.snc.knowledge.external_integration).

Manage high volumes of article feedback by enabling task generation for negative feedback. When an article is rated poorly or marked as unhelpful, a feedback task is generated.

You can activate the Knowledge Management KCS Capabilities plugin (com.snc.knowledge_kcs_capabilities) to enable the use of certain KCS roles and KCS article states.

The Knowledge Management - Service Portal plugin (com.snc.knowledge_serviceportal) is active by default for customers on Madrid and later releases. Existing customers on release versions prior to Madrid can activate the plugin, if required.

Activate the Knowledge Management - Add-in for Microsoft Word plugin (com.snc.knowledge.ms_word) if you have the admin role. This plugin activates related plugins if they are not already installed.

Activate the Knowledge Management Advanced plugin (com.snc.knowledge_advanced) to enable advanced features for Knowledge Management.

You can activate knowledge blocks [com.snc.knowledge_blocks] if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

Activate the Self-Service Analytics Core plugin (com.snc.self_service_analytics_core) if you have the admin role. This plugin activates related plugins if they are not already active.

You can activate the Knowledge Management Advanced (com.snc.knowledge_advanced) and I18N:Knowledge Management Internationalization Plugin v2 (com.glideapp.knowledge.i18n2) plugins for translation management if you have the admin role.

Add affected products to a knowledge article to view the products associated with the knowledge article

Update a human readable URL structure in the Knowledge Article View page to improve search ranking and click-through rates.

Add a knowledge block to a knowledge article in Agent Workspace.

You can insert one or more knowledge blocks into a knowledge article within a knowledge base. Each knowledge block is secured by user criteria, which controls who can read or not read the content in an article.

After Knowledge Management is activated, you can activate additional plugins that provide access to various additional Knowledge Management features.

You can enable authors to reuse information in a case by copying case details into an article template. Use the pre-defined customer service source case table to article template target table configuration or create custom configurations between the two tables to copy information from a case to an article.

The following topics provide information on Platform Analytics Solutions and Demand Insights dashboards for Knowledge Management.

Use the demand insights dashboard for your tasks to analyze candidate knowledge gaps and create knowledge gap feedback tasks.

Approve a knowledge article that is awaiting your review in Agent Workspace.

Approve an article that is being reviewed and create a new published version.

Approve a knowledge block that is awaiting your review in Agent Workspace.

Enable users to quickly and easily reuse information from an incident in a knowledge article.

Knowledge article validity is the date a knowledge article expires. Articles do not appear in search results after the Valid to date or if the Valid to date is blank.

Article versioning introduces new actions that allow knowledge users to create and revise versions of existing articles. It also introduces new fields and related lists to the Knowledge form, new columns to the Knowledge list, and updates to Knowledge dashboard reports.

Users with the system administrator role can disable the article versioning feature by setting a property.

With the article versioning feature, users can view and contribute to feedback on the current versions of knowledge articles.

Use the Knowledge Management article versioning feature to create and maintain multiple versions of a knowledge article.

Before a knowledge reviewer can start performing the AQI review, you must assign an AQI checklist to a knowledge base.

Create assignment rules to assign knowledge gap feedback tasks to authors or groups of content creators.

Associate a knowledge article with a taxonomy topics to create a uniform classification structure across different kinds of content.

Author and collaborate on knowledge articles in Microsoft Word by logging in to your ServiceNow instance from the Word Online application.

Auto-create translation tasks in specified languages to avoid having to manually create translation tasks after an article is published. The available languages are determined by the language plugins that have been installed on your instance.

Remove unwanted and older data from the Knowledge Use [kb_use] table through the data retention policy.

Translate knowledge articles into different languages using machine translations.

Perform bulk translations of knowledge articles in multiple languages using the Localization Framework application.

Request translations for multiple knowledge articles through Bulk Translations to localize them into one or more languages.

To enable translation of knowledge articles, you must activate multiple plugins.

The optional knowledge internationalization features enable knowledge users to view articles in multiple languages.

When you migrate to Knowledge Management v3 from v2, you must migrate legacy knowledge content and any customizations you have made to the Knowledge Base applications.

The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles.

Having multiple knowledge bases allows an organization to spread management responsibilities across multiple users, known as knowledge managers.

All users can access knowledge from mobile devices to search for and view knowledge articles.

Comment on a knowledge article or reply to a comment.

Select and compare two versions of a knowledge article in Agent Workspace to view the differences between them.

Select and compare two versions of a knowledge article.

Several types of components are installed with activation of the knowledge blocks plugin, including tables.

Add a custom Localization Framework setting to enable machine translation for bulk translations of knowledge articles.

Add a custom Localization Framework setting to translate multiple knowledge articles manually.

To create a consistent user experience for Knowledge Management, integrate Knowledge Management Service Portal in your end-user facing Service Portal.

Configure widget instance options for the article lists on the Knowledge Management Service Portal homepage.

Configure widget instance options for the widgets used to display popular articles on the Knowledge Management Service Portal homepage.

Configure widget instance options for the knowledge base tile widgets on the Knowledge Management Service Portal homepage.

Configure the Knowledge Article Comments widget instance options for the Knowledge Management article view page in the Knowledge Management Service Portal.

Configure the Knowledge Article Helpful widget instance options for the Knowledge Management article view page in the Knowledge Management Service Portal.

Configure widget instance options for the filter facet widgets on the Knowledge Management Service Portal search results page.

Configure widget instance options for the results list widget on the Knowledge Management Service Portal search results page.

Configure widget instance options for the knowledge sort widget on the Knowledge Management Service Portal search results page.

Configure widget instance options for the search widgets on the Knowledge Management Service Portal homepage and search results page.

Include knowledge articles in your sitemap by activating the sitemap configuration and definition records.

Configure the Self-Service Analytics framework so you can use the generated metrics in a dashboard.

Configure a user action for the Knowledge Management article view page in the Knowledge Management Service Portal.

Review the following configurations tasks for knowledge demand insights.

The actionable knowledge feedback feature is available when the Knowledge Management Service Portal (com.snc.knowledge_serviceportal) plugin is activated and the actionable knowledge feedback properties are enabled.

Define the type of activities you want to collect as Self-Service Analytics data for a user entity such as consumers and customer contacts.

Configure an activity pattern to combine the pattern element, pattern element group, or both for a user entity and link them to an outcome.

Associate a period of time with an activity context that defines how long a system will wait for a case to be created to match a deflection pattern.

Configure the Knowledge Demand Insights feature to identify which topics are missing knowledge articles and creating actionable knowledge gaps for missing topics.

Use the sn_km_word.glide.knowman.word.xframe property to specify all the parent domains in the Microsoft Word Online application in which Knowledge Management - Add-in for Microsoft Word is embedded.

Configure the Knowledge Management - Add-in for Microsoft Word to author and access knowledge articles in Microsoft Word.

Configure knowledge article templates to customize and display content as per your requirements.

Define a logical combination of two pattern elements, pattern element group, or both and how many times the combination occurs. Each pattern element group is implemented as regular expressions.

Configure a pattern element to specify a single activity type and how many times it occurs. Each pattern element is implemented as regular expressions.

Configure the Knowledge Related Articles widget instance options for the Knowledge Management article view page in the Knowledge Management Service Portal. These options relate to the list of related articles mapped to an article.

Configure the Related Catalog Item widget instance options for the Knowledge Management article view page in the Knowledge Management Service Portal. These options relate to the list of catalog items mapped to an article.

Schedule when to run the deflection configuration to generate the activities that match an activity pattern within an activity window.

Improve the searchability of knowledge articles by using the content in an article template field to generate SEO tags for articles created using that template. Search Engine Optimization (SEO) optimise searches in public search engine.

Discover relevant knowledge articles through search engines by adding custom SEO tags for canonical URLs and hreflang tags to the knowledge article view page.

Configure knowledge subscriptions by activating the Knowledge Management Advanced plugin and setting the subscription properties.

Configure translation management to create translation tasks.

Identify knowledge bases accessible to unauthenticated users based on the user criteria and the system property settings.

Plan and configure your Knowledge Management implementation.

Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Configure knowledge bases into product or service categories and manage user access based on permissions. Customize workflows for publishing and retiring articles in the knowledge base.

Create new article templates in addition to the pre-defined templates. Add new fields based on how you want to customize and display your content.

Create a checklist of questions that reviewers can use to evaluate the quality of knowledge articles.

Reuse information from a customer service case by creating knowledge articles from cases.

Create ownership groups and associate them to knowledge articles. Knowledge group managers or knowledge administrators can edit ownership groups.

Knowledge contributors can create and edit knowledge articles within a knowledge base to share information across your organization.

Create a knowledge block for a knowledge base in Agent Workspace to reuse a piece of content in knowledge articles in that knowledge base.

Create or modify a knowledge block to define a reusable piece of content that can be inserted into knowledge articles in a knowledge base. The knowledge block is secured by user criteria, which controls what users, groups, roles, companies, locations, or departments can read or not read the content in an article or search, enabling users to more easily view content that is relevant to them.

Create a new version of a knowledge article by checking out the latest published version.

Configure the preview text setting to customize the default preview text for a standard article template.

Assign knowledge articles to language experts to ensure accurate translations. Identify the language experts and create assignment rules so that translation tasks are automatically assigned to language experts and groups.

Control access to knowledge bases and articles by creating user criteria.

Share your ideas and experience by creating a knowledge article. Review and provide feedback on knowledge articles, and resolve issues yourselves rather than contacting customer service or an internal helpdesk.

Before you import content, create and configure the connection between the a Web Distributed Authoring and Versioning (WebDAV) - compliant external knowledge source and the ServiceNow knowledge base into which you want to import content. Define import parameters for the external knowledge source.

Delete an AQI review that was created by mistake or is no longer required.

Deleting a question in a checklist deletes the text in the question of previously performed AQI reviews that use the checklist. Deleting an AQI question from a checklist will not affect the score of the previously performed AQI reviews. However, the text of the question will not be displayed in the checklist.

The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.

The Demand Insights for HR cases dashboard enables you as an HR agent to identify which HR cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such HR cases.

The Demand Insights for Incidents dashboard enables you as an incident manager to identify which incidents have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such incidents.

Deploy the Knowledge Management - Add-in for Microsoft Word for authoring knowledge articles from within the Microsoft Word.

Identify which users have access to an article and what enables that access.

Identify which users have access to a knowledge base and what enables that access.

Manage user access to a knowledge base or an article using user criteria diagnostics. Understand what access users have to a knowledge base or an article and determine which user criteria define those permissions.

Domain separation is supported in Knowledge Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Use machine translation to automatically translate knowledge articles into different languages.

When working on a knowledge article task, you can edit the knowledge article from within the task. A feedback task is created for a knowledge article when the article is flagged, marked as not helpful, or rated low, or a knowledge gap feedback task is created on a topic.

Use Microsoft Word to edit a knowledge article originally created in Microsoft Word.

Edit knowledge articles within a knowledge base to update information shared across your organization.

Edit knowledge blocks within a knowledge base in Agent Workspace to update the reused content across articles within the knowledge base.

Reminders enable relevant users to review knowledge articles and complete tasks associated with them.

Enable and define the AI Search experience in Knowledge Management Service Portal.

Set the sn_km_word.glide.knowman.enable_document_download property to enable users to download the source Microsoft Word document of a knowledge article from the knowledge article view page in a portal or workspace.

Enable the knowledge blocks feature for each knowledge base where you plan to use the blocks. Once enabled, you can create knowledge blocks to add to knowledge articles within a knowledge base.

Select the languages you want enabled at a knowledge base level. Users can then create articles only for selected languages.

Configure ownership groups and associate them with knowledge articles to maintain article quality, manage approvals, and for timely resolution of feedback.

Select which knowledge bases are displayed in a portal to view the associated knowledge articles. If no knowledge bases are configured, users can view articles from all knowledge bases in the portal.

Enhancement to the UI components on the article view page improves their visibility and utility. The mobile responsive UI has been built to enhance the visual experience for those using Knowledge Management on a mobile device.

Learn more about Knowledge Management with a sample workflow and review the benefits it can provide for different users in your organization.

Use UI extension points to add knowledge article headers and footers to knowledge articles and to customize the email template for notifications when a knowledge article is commented on. Use scripted extension points to customize the feedback object used in the email template for notifications when a knowledge article is commented on.

Analyze knowledge searches by finding the source used for searching a knowledge article.

Make global changes to the content of a knowledge article by finding and replacing specific text using the HTML editor.

You can apply formatting to a knowledge article using the HTML editor.

After knowledge bases are set up, you can start searching and creating articles.

Capture metrics such as article views, page views, and portal searches to track aggregated knowledge usage by users.

Human readable URLs include more readable keywords to the URL structure.

Import a Word document to create a knowledge article.

You can manage HTML content in knowledge articles by using the HTML editor.

Add syntax highlighting to a code snippet in knowledge articles using the HTML editor.

Insert an image in a knowledge article using the HTML editor.

Insert a hierarchical table of contents (toc) based on the headings in your knowledge article.

Several types of components are installed with activation of the Knowledge Management Core plugin (com.glideapp.knowledge) including user roles and tables.

If you are using a custom search or knowledge article viewer with your application, you can integrate that custom search or viewer with the appropriate knowledge or knowledge blocks API.

The KBBlock API is included with knowledge blocks [com.snc.knowledge_blocks] as a script include. It provides methods to use with the knowledge blocks feature, such as integration with a custom knowledge article viewer.

The KBPortalServiceImpl API is included with Knowledge Management V3 [com.snc.knowledge3] as a script include. It provides methods to use with knowledge, such as integration with a custom search.

Update the navigation path to access the Knowledge Management Overview dashboard.

The Knowledge Management Overview dashboard provides an overview of various usage metrics associated with knowledge articles. You can view and track knowledge usage and views and direct the efforts of content owners more efficiently.

The knowledge search log stores the history of all knowledge searches performed by the users.

The Knowledge Management Service Portal uses a number of widgets to enable searches, display search results, and display articles, related articles, and related items.

The knowledge View log stores the history of knowledge articles views and their usage.

Author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.

Importing knowledge articles into an instance can create articles with duplicate numbers.

Assess the quality of knowledge articles with the article quality index (AQI). The AQI helps maintain consistent quality of knowledge articles attached to a knowledge base where articles are written by various authors.

Knowledge article versions can be in one of several states as it progresses through the creation cycle.

Subscribe to knowledge bases and knowledge articles to receive email notifications about new articles and article revisions or comments.

Article templates have pre-defined fields structured in a specific order. These templates help create a consistent structure for knowledge articles.

You can add parameters to an article URL to view the latest version and an existing translation.

Users can view version information for a knowledge article from the Knowledge view page.

Knowledge article version numbers follow a specific pattern. Increments to the version number depend on the revision type.

View the details of a knowledge article in Agent Workspace.

View the details of a knowledge block in Agent Workspace.

Reuse content by creating, editing, and publishing knowledge blocks in Agent Workspace.

Knowledge blocks are reusable pieces of content secured by customizable user criteria that you can add to knowledge articles in a knowledge base. The user criteria determine which user roles can or can’t read the block content in an article, enabling only relevant content to be visible to that user.

Knowledge-Centered Service (KCS) is a method for the creation and continuous improvement of knowledge based on the experience of agents and the patterns observed by knowledge reuse.

Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature.

Use the external content integration feature to integrate content from various external sources and enable unified knowledge search results.

Improve the readability and usefulness of knowledge articles by formatting the article text using the HTML editor.

The Knowledge Management dashboard helps knowledge content owners and managers to determine the usage and quality of their knowledge content. It helps confirm that the proper processes and procedures are being followed for content creation.

Reference topics provide additional information that you can use to configure and administer Knowledge Management.

The Knowledge Management Service Portal enables users to perform the same operations that are available with the Knowledge Management V3 plugin. From the portal, users can view knowledge bases and articles, search for information, sort and filter search results, and provide feedback.

The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.

A comparison of the features available on the Knowledge Management v3 homepage and the Knowledge Management Service Portal.

The Knowledge Management Service Portal homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles. Learn how to navigate the homepage to search for and find useful and relevant information quickly.

Knowledge Management Service Portal properties determine how information is displayed on the Knowledge portal. You must have the admin role to set configuration properties.

View a list of search results as well as options for sorting and filtering the items in the list. You can also use knowledge search in other Service Portals.

Enter one or more words in the search bar on the Knowledge Management Service Portal homepage to view all search results.

The knowledge article view page in Knowledge Management Service Portal displays the knowledge article details, including the article number, short description, and article content. You can also give feedback or comment on an article.

Machine learning in Knowledge Management helps improve knowledge governance and quality of your knowledge base.

Enable knowledge articles on the Knowledge Management Service Portal to be visible to external or public users.

User criteria are available to manage access to the Knowledge knowledge base.

Manage knowledge base and knowledge article subscriptions from the Notification Settings page.

Manage the readiness of KCS articles and comply with regulated information using KCS article states.

Complete your job efficiently by creating, editing, and publishing knowledge articles in Agent Workspace.

If you have customized any of the files that are updated as part of the Knowledge Management Advanced Installer plugin, these files are skipped during plugin activation and must be updated manually.

Copy information from an HR case into a knowledge article by creating custom mapping between the HR case table and the KCS article table.

Discover similar information across articles on a topic while viewing a knowledge article. You can manually map related articles or have the application automatically present related articles using machine learning (ML) algorithms.

Manually map catalog items related to a knowledge article in Agent Workspace to enable employees to request the related catalog item.

Manually map catalog items related to a knowledge article to enable employees to request the related product or service.

Migration from Workflow to Flow in Knowledge Management includes migration of publishing and retiring workflows to the flow designer framework.

Access knowledge articles from anywhere using the Information applet on the Now Mobile app. You can view recently viewed and most popular articles, search for articles, browse articles by category, and provide feedback for articles.

Remove unwanted and older data from the knowledge usage metrics [kb_usage_metrics] table through the data retention policy.

While search results are aggregated within your instance, your users can also utilize features available in the source system (being able to edit in Microsoft SharePoint, for example). To open knowledge search results in a host system, configure the URL to the external source system to open articles from search results directly in the source system.

The Pareto chart for Knowledge Demand Insights enables you to visualize candidate knowledge gaps and prioritize the order in which knowledge gaps should be resolved.

Paste content into the body of a knowledge article without copying the content formatting.

Perform the Article Quality Index (AQI) review to evaluate the quality of the article.

The Predictive Intelligence for Knowledge Management capability uses machine-learning algorithms to provide various Knowledge Management capabilities, such as similar articles and knowledge demand insights.

Preview a knowledge article with knowledge blocks in Agent Workspace.

Preview knowledge articles by user or date. For unpublished articles, impersonate different users to see how blocks display based on user criteria. For published articles, preview by user and date to see past versions.

Add a property, which is required to allow users to create a knowledge article from an incident.

Add a property, which is required to allow users to create a knowledge article from an HR case.

Use the Word Online application to publish a knowledge article originally created in Microsoft Word to make it available to users.

Publish a knowledge block to make it available to add to knowledge articles.

Publish a knowledge article to make it available to users.

Validate that Knowledge Management still works after you make any configuration change, such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

You can view and contribute to feedback on knowledge articles.

The publishing and retirement processes for a knowledge article are controlled by flows defined for the Knowledge Base that the article belongs to.

As an administrator, you can configure the look and functionality of many knowledge base features with Knowledge Management properties.

Certain roles are required to use Knowledge Management functionality.

Search for knowledge articles from the knowledge homepage using the search bar on the Knowledge Management v3 homepage.

The publishing and retirement processes for a knowledge article are controlled by workflows defined for the knowledge base that the article belongs to.

Recall an article that is being reviewed to make additional changes.

Recall an article that is being reviewed to stop the approval process.

Recall a knowledge article that is being reviewed and created using Microsoft Word to stop the approval process.

Before you can edit a checklist that is assigned to a knowledge base, you must remove it from the knowledge base.

Instantly republish a retired article.

Request to translate a published knowledge article in available languages by creating a translation task in Agent Workspace.

Manually create translation tasks if an article does not have translation tasks created for all the languages you have configured.

Provide feedback on a knowledge article by rating the article, marking the article as helpful or not helpful, and posting and replying to comments for the article in Agent Workspace.

You can contribute to feedback on knowledge articles by rating an article, marking an article as helpful or not helpful, and posting and replying to comments for an article in the Now Mobile Information applet.

Start working on a feedback task, request clarifications, and resolve or close the feedback task in Agent Workspace. You can view all feedback tasks assigned to you or your ownership group.

Retire a published knowledge block if you no longer want it to be available for users to view or search.

You can retire a published knowledge block so that it's no longer available for users to view or search.

You can retire the latest published version of a knowledge article. Retiring a knowledge article doesn’t create a version. It simply marks the article as Retired.

Use an outdated version of an article to create a new version.

You can change the state of a task and resolve or reassign tasks generated by article feedback.

Set the frequency of the scheduled job for your task to automatically run knowledge gap analysis.

Run an import job manually or set up a schedule to process the integrated external content.

You can integrate content from multiple external sources so your users can acquire and search knowledge from a single location. Use this sample configuration to create a connection to your external account, configure external knowledge sources, and import content to enable search results for unified content.

Set a specific time and day for the draft version of a knowledge article created in Microsoft Word to be published automatically.

Set a specific time and day for a knowledge article to be published automatically.

To protect knowledge bases containing sensitive articles, use a scoped knowledge base. Even system administrators and knowledge administrators can't administer scoped knowledge bases unless explicitly authorized through user criteria.

You can search for an article in the Now Mobile Information applet.

Use encryption modules to set field-level security in article templates and display the fields based on role permissions.

Configure the combination of the task table and similarity and clustering solution definitions that are processed in a scheduled job for a task type. You can create another demand insights configuration or modify an existing configuration to define a scheduled job for demand insights.

Control which users can read or not read knowledge block content within an article in a knowledge base by setting user criteria at the knowledge base and knowledge block level. As a knowledge contributor, you can apply user criteria at the knowledge block level.

Improve the searchability of knowledge articles by adding tags for canonical URLs and hreflang tags for translated knowledge articles.

Set notification preferences for knowledge bases and knowledge articles.

After basic Knowledge Management setup is completed, you can set up a knowledge base for users to create and publish knowledge articles.

Before users in your organization can start creating knowledge bases and knowledge articles, you must set up Knowledge Management. Work with stakeholders to define requirements for setting up Knowledge Management effectively to meet the needs of users.

The ServiceNow Sitemap Generator application enables you to efficiently define and automatically generate XML sitemaps.

You can quantify your self-service effectiveness by measuring case deflections.

Subscribe to a knowledge article within a knowledge base to receive email notifications about new articles and article revisions or comments.

Subscribe to a knowledge base and receive notifications when articles are added to that knowledge base.

The knowledge subscription feature uses email notification templates to send subscription notifications to knowledge users.

Create a knowledge article, so the next time the issue comes up the resolution is easy to find.

You can assign users as managers of a knowledge base.

As a system administrator, you can create a module allowing users to open a knowledge homepage for a specific knowledge base or category.

Each knowledge base has a hierarchy of categories that organizes the articles.

Import a Microsoft Word document using Knowledge Management v3 homepage to create a knowledge article.

To use the new functionality available in knowledge v3 with legacy articles, you must migrate these articles out of the default knowledge base.

You can move articles between knowledge bases.

Add a knowledge article to appear in the Featured content section of the knowledge homepage and at the top of knowledge search results page.

If existing knowledge bases do not fit your needs, you can request a new knowledge base through the service catalog. If the request is approved, you are added as the owner of the new knowledge base.

Knowledge articles within a knowledge base are grouped by category. These groups can help you define the knowledge base taxonomy, and can help users find articles within that knowledge base.

You specify user criteria for a knowledge article to control which users are granted read access to the knowledge article.

You specify user criteria for a knowledge base to control which users are granted access to read and contribute knowledge articles to that knowledge base.

Copy information from an incident into a knowledge article by creating custom mapping between the Incident table and the KCS article table.

You can insert tables and modify the cells, rows, and columns of a table in a knowledge article.