ServiceNow Knowledge: Create a Knowledge Base Article
Before creating a Knowledge Base article, make sure there isn't an existing article that covers the topic or existing content you can curate instead of starting from scratch. Taking a moment to avoid redundant content can save a lot of wasted effort.
- Search for Duplicate Knowledge before Creating a New Article
- Use Curated Content to Create an Article
This article covers creating an article in ServiceNow though your content can come from another source such as a Google doc. See Draft Content in a Google Doc or ServiceNow.
- Select Knowledge > Create New Article in the Application Navigator on the left. The editing window appears.
- Fill out the Service Offering and Technology:
- The Service Offerings are the same as those for Incidents.
- The Technology field is required for our processes, even though it has no asterisk on the form.
- Select the appropriate Knowledge Base. You will see only those Knowledge Bases you have rights to. The possibilities are:
- IT General Support
- IT Specialized
- Select the Category.
- General Support -- most articles should be in this category.
- Desktop Support is solely for Zone Support documentation.
- The other three categories are quite specific:
- Incident Model
- Known Error
- Unit Overview
- Enter an appropriate Title:
- Lead with the name of the technology or application being addressed (if applicable) followed by a colon and summarize the article contents as briefly as possible.
- Article titles are the first thing users see in their search results. For tips on writing strong titles, see Title Strategies.
- Leave the Expiration as 1 year unless the situation calls for a shorter time frame.
- Choose an appropriate Assignment Group
- This should be the group responsible for the article content.
- If you are unsure of which group this is, assign the article to Knowledge Editors.
- In the Content text box:
- Select all the text.
- Press the Backspace (Mac: Delete key) twice to remove all the text and any underlying HTML code.
- Type your content or paste in content from another source.
- If you are pasting content from another source, follow the steps in Remove Extra HTML Formatting from an Article first.
- Click Save and go on to Formatting article content. This saves your article as a Draft.
- Continue entering content.
Note: Do NOT re-enter the title of the article in the content area. Otherwise it will appear twice when the article is viewed.
- Format your topics and subtopics using headings to properly structure your article visually but more importantly to create accessible HTML. See Use Headings for Proper Article Structure.
- Format step-by-step instructions as a numbered list and unordered lists as bullets. See Use Bullets and Numbered Lists.
- Include Alt Text when you Insert or Edit an Image in an Article.
- Links should be meaningful. See Create a Link in an Article.
Note: Besides linking to external pages, you can a table of contents (TOC) or other internal to the article jump-to links. Create jump-to links (step 7) after you have cleaned your HTML. Otherwise, you will have to recreate their jump-to location IDs.
- Remove Extra HTML Formatting from an Article unless you did this as part of entering your content above.
- Create a Table of Contents or Other Jump-to Links.
- Enter appropriate Keywords to improve search results.
- For tips on writing meaningful keywords, see Keywords Strategies.
- Click Save. This saves your article as a Draft.
- Use one of these checklists to review your draft:
- When the article is ready, click Submit for Publishing. The article will be set to Review state and the appropriate approvers notified.
- Let someone in the article assignment group know the article is ready for review.
- Publish an Article in the IT General Support KB
- Publishing Public Articles Overview
- If you are not familiar with HTML and want to pick up some basic skills, the HTML Essential Training course from lynda.com is a good place to start.
- For tips on using the editor toolbar and what to avoid, go to Use the Knowledge Base Editor Toolbar.