Knowledge Management

As a Platform User, you will not have the permissions in the ServiceNow Platform to create or edit articles. True or False?

True

What can a Platform User do with knowledge articles permission wise?

view, rate, and provide feedback on existing articles in your instance, published by your System Administrator or those with the appropriate Knowledge Management roles. 

Knowledge Management

allows users to create, categorize, review, approve, and browse important information in a centralized location that is shared by the entire organization.

Knowledge content exists within a Knowledge Base, which is managed by one or more Knowledge Managers. 

With Knowledge Management, each organization can have their own Knowledge Base (KB) with flexible controls over who can see the information and who can help develop its content.

real world use cases for Knowledge

• HR administrators can limit access to Knowledge articles with User Criteria. For example, Benefits for EMEA employees are only visible to employees who reside in EMEA.

• Include HR policies, calendars, and detailed instructions for reporting violations to reduce

  security cases.

• In conjunction with Eventc Management, Knowledge Base articles containing resolution instructions can be generated from Events to fix an issue with a user's

  access.

• HR administrators can limit access to Knowledge articles with User Criteria. For example, Benefits for EMEA employees are only visible to employees

  who reside in EMEA.

Knowledge homepage- List of knowledge bases

contains List of kowledge bases- All, IT, Knowledge

knowledge bases

search

Knowledge Base architecture

The Knowledge homepage displays knowledge articles organized by Knowledge Base and Category. The Category hierarchy in the Platform is presented as: 

• Knowledge articles within a Knowledge Base are grouped by a category. An article can only be associated with one KB.

• Category groups can help define the Knowledge Base taxonomy and can help users find articles within a Knowledge Base. 

Knowledge Management Roles

Certain roles and user criteria are used to determine access and/or are required to use Knowledge Management functionality.

what can you do while viewing knowledge content?

you may rate, see the number of views, flag, create an incident, mark as helpful, and leave comments.

how to perform the knowledge actions in the Platform?

Rate an article

Number of views

Flag an article and provide a reason as to why is it inappropriate

Create an incident if something is wrong with the article entirely like broken or missing links, article missing, information, etc.

Mark as helpful

Comment section

Copy the Permalink to the articles for others to share the article with those who have access to that knowledge base.

User Criteria

Administrators can create multiple Knowledge Bases and assign them to individual users in the Platform. This is called User Criteria.

User Criteria defines conditions that are evaluated against users to determine which users can create (upload or author), read (view), write (edit), and retire (make articles inaccessible to all users) knowledge articles.  

User Criteria is applied at the Knowledge Base level in the Platform. 

Localization

Knowledge articles may be published in multiple languages and set to show only articles in the user's selected language. 

What should you do to report problems with an existing article? 

You may select Flag Article if you would like to report an issue with the article. 

What is a Knowledge Base (KB)?

A Knowledge Base is a hub or section of categorized articles where organizations can control who can see what information is displayed. 

How do Knowledge Managers set permissions to who can view or modify articles? 

Set the User Criteria on a Knowledge base to set permissions on who can view or modify articles. 

Select the different parts of the Knowledge Base architecture

A Knowledge Base is made up of categories and articles. Knowledge articles within a KB are grouped by a category. 

What should you do to report problems with an existing article? 

You may select Flag Article if you would like to report an issue with the article.

An article can only be associated with one knowledge base. True/False

True