A knowledge base article is a piece of online documentation that answers a frequently asked question or provides instructions for solving a problem that customers commonly run into. Common knowledge base article types include informational articles, how-tos, troubleshooting guides, and FAQs.
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Contents
What is KB article in ServiceNow?
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.
What should be included in a knowledge base?
The knowledge base may include FAQs, manuals, troubleshooting guides, runbooks, and other information your team may want or need to know. Many knowledge bases are structured around artificial intelligence that can interact and respond to user input. Others are simply indexed encyclopedias.
Who can create KB article in ServiceNow?
Users with at least one role can create and edit knowledge articles. These users are known as knowledge contributors. Users without any role can read articles and submit feedback, but cannot create or edit articles. Some knowledge bases may allow only certain users to contribute.
What is a KCS article in ServiceNow?
The KCS article is the content, or knowledge, created by using the KCS methodology. Articles can be used for many different types of content including a simple question, a complex problem, or a procedure.
How do you create a KB article?
We will walk you through nine tips that can get you through writing an informative, knowledge base article.
- Ask the right questions.
- Pick one idea per article.
- Talk with subject matter experts.
- Use headers to break up your content.
- Focus on your intro.
- Kill the curse of knowledge.
- Add images.
- Add videos.
How do you create a searchable knowledge base?
Here’s the basic process of building a knowledge base:
- Decide on the core elements of your knowledge base.
- Choose your knowledge base content.
- Agree on the structure of your knowledge base articles.
- Write your knowledge base articles.
- Add visuals to your content.
- Publish your knowledge base.
- Analyze and improve your articles.
How do you build a successful knowledge base?
7 Steps To Create A Knowledge Base
- Step 1: Conduct research to determine knowledge base need. Understanding the utility of a knowledge base is one thing.
- Step 2: Determine type of knowledge base.
- Step 3: Develop knowledge base structure.
- Step 4: Establish SMEs to create content.
- Step 5: Write knowledge resources.
How do I publish a KB article in ServiceNow?
Sign in to ServiceNow. In the left navigation column, go to Knowledge and click Create New to start a new article. Fill out the form’s top section: In the Knowledge base field, type or search for the name of the knowledge base this article should be included within.
How do I approve KB articles in ServiceNow?
To publish articles to a KB, the article submitted will need to be approved. To approve/reject article, you will need the KB Manager role in ServiceNow. Navigate to Knowledge>Articles > Unpublished. This lists all KB articles waiting to be reviewed and approved/rejected by the KB manager.
How do I create a KB in ServiceNow?
Creating New Knowledge Articles
As a fulfiller, you can create a new knowledge article by navigating to Self-Service > Knowledge. From the Knowledge Base homepage, click Create an Article. The knowledge creation form will open. The system will automatically assign a number to the Knowledge Article.
What is KCS methodology?
Knowledge-centered service—also known as knowledge-centered support or KCS—is when support teams not only provide real-time customer, system, or employee support, but also create and maintain documentation as part of the same process.KCS looks similar in problem management.
Which are the KCS Article visibility States?
Article state is comprised of three metadata fields: article confidence, article audience (formerly known as article visibility), and article governance. The confidence of an article tells us about the level of certainty we have in the article’s structure and content.
What are the four sections of a knowledge article?
Establishing a Good Format or Template
- simple Q&A.
- technical issues (both simple and complex)
- how-to questions.
- process instruction.
- diagnostic procedures (both simple and complex).
How do I search for KB articles?
http://support.microsoft.com/searchSome articles have the “Keywords” and “Additional query words” sections. When you use words in either of these sections to search the Knowledge Base, you may find articles that contain similar content.
Is Wikipedia a knowledge base?
A wiki can have many contributors and store extensive amounts of information. A knowledge base, on the other hand, is a self-serve library of important information about your business and its products, services, and processes.
Which is the best way to create and maintain the knowledge articles?
Establish standards for authoring quality knowledge base content
- Develop a template for your articles.
- Keep articles, short if possible, and divide content into sections.
- Use clear, action-based titles.
- Use bullets and numbered lists.
- Define terms and jargon.
- Link articles to show relationships.
What is the difference between database and knowledge base?
The difference between a database and a knowledge base is that a database is a collection of data representing facts in their basic form, while a knowledge base stores information as answers to questions or solutions to problems. A knowledge base allows for rapid search, retrieval, and reuse.
What does a knowledge base look like?
A knowledge base is a self-serve customer service library that includes information about a product, service, or topic. They usually look something like this.Customer service departments exist to improve the customer experience.
What Makes a Good Help Center?
Good Help Centers are well organized and carefully presented, making it easy for customers to navigate the site and find what they’re searching for. Help Centers should always be easily searchable, providing customers with an accessible version of a brand’s knowledge base that has been created with users in mind.
How do I keep my knowledge base up to date?
Keep it up-to-date
Create new articles for your knowledge base as you roll out new features for your product. Make it a policy never to repeat information in different articles. Hyperlink to the relevant article instead. Then, you only have to update one single article if and when that information changes.