ServiceNow Knowledge: Draft Content in a Google Doc or ServiceNow
You can use either Google Docs or the ServiceNow Knowledge Base to begin creating your content. Both methods are effective, but each has its strengths and weaknesses.
Drafting in Google Docs
Using Google Docs to draft your content allows you to easily collaborate with colleagues. You can share the document, track revisions, and have others leave comments in the document.
You can also use some of the formatting features such as headings to identify topic(s) and sub-topic(s), and lists to identify step-by-step instructions.
- If you are new to Google Docs, you can learn more at the G Suite Learning Center Get Started with Docs.
- You can apply heading styles from the Google Docs styles menu.
- Only use Headings 2-6. See Use Headings for Proper Article Structure.
- Keyboard shortcuts for heading styles
- Mac: command + option + heading number
- Windows: Ctrl + Alt + heading number
- Use numbered lists when formatting step-by-step instructions, or whenever the order of the items listed is important.
- Use bulleted lists when order doesn't matter.
- If you don't see the icons for these lists on the toolbar, look under the More menu.
- Note: If you create nested lists, when you move the article into ServiceNow, you may have to adjust the list formatting.
Using bold and italics
- You can use bold and italic formatting in your Google doc, but they might not be properly coded when you copy and paste into a ServiceNow knowledge base article.
If you are creating public content, you will need to Remove Extra HTML Formatting from an Article. However, it is best to remove the extra formatting from IT Generalized Support articles as well.
- It can be useful to draft your document without images to be sure the content is clear and stands on it own. If it helps you, enter a placeholder to indicate where you plan to include an image.
- When you insert images into your Google doc, you can add a comment to identify the image name and the Alt text.
- You will need to re-insert your images in the ServiceNow knowledge base article.
Drafting content directly in a ServiceNow Knowledge Base Article
When you draft your content in ServiceNow, you do not have the collaborative benefits of using a Google Doc. Otherwise, it works perfectly well. See Create a Knowledge Base Article.