ServiceNow Insights

Episode 12: Using the ServiceNow Knowledge Base Application


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This week's podcast features servicenowkevin as he talks about how we use the Knowledge Base application on HI (the ServiceNow Customer Support instance) to provide searchable, high-quality content to customers.

This episode covers:

  • Tagging and search optimization
  • Pinning articles
  • Reports
  • Multiple-KB function (NEW in UI16!)
  • Article view properties
  • Feedback Mechanism
  • Sneak peek at Knowledge 16

For more information on Knowledge Management, see:

  • Product Documentation: Knowledge Management
  • Product Documentation: Knowledge Administration
  • ServiceNow KB: Viewing Knowledge Base articles (KB0538987)
  • ServiceNow KB: Viewing public knowledge base articles (KB0540403)

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