ServiceNow Knowledge: Use Headings for Proper Article Structure
Use headings to identify the topics and subtopics of your article. Headings have several functions:
Provide a quick overview of an article.
Act as visual dividers and make the content appear less dense.
Help mark the way and allow users to decide whether to read the content or not.
Allow those people using adaptive technologies, such as a screen reader, to jump from section to section to find the content they need.
There are 6 headings available in ServiceNow, each with their own style. In HTML code, heading styles are referenced as h#, where # sign is the number of the heading.
Heading 1 (h1) Article Title - in ServiceNow, the Title field is automatically formatted as an H1 heading. For accessibility, there should be only one h1 per webpage so do not use an h1 heading anywhere in the content area.
The title serves as the summary heading for an article. Do not repeat it in the content area.
Heading 2 (h2) Major topics - format all major topics with the h2 heading
Heading 3 (h3) Subtopics - use to format all subtopics
Heading 4 (h4) Sub-subtopics - use as needed
Headings 5 and 6 (h5 and h6) - Try writing your content to avoid using these headings but they are available if needed
Headings should not have a colon at the end.
To format a heading in the ServiceNow editor:
Click somewhere in the text you want to make a heading.
Choose a heading style from the paragraph style menu immediately to the left of the Font Family menu on the editing toolbar. The heading style is applied immediately.