Episode 12: Using the ServiceNow Knowledge Base Application
Jan 25, 2016•23 min
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Episode description
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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