ServiceNow Knowledge: Use Headings for Proper Article Structure
Use headings to identify the topics and subtopics of your article. Headings have several functions. They:
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.
The HTML tag for headings is <h#> where the # sign is the number of the heading.
<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.
<h2> Major topics - format all major topics with the h2 heading
<h3> Subtopics - use to format all subtopics
<h4> Sub-subtopics - use as needed
<h5>-<h6> - Try writing your content to avoid using these headings but they are available if needed
To format a heading in the ServiceNow editor:
Place your cursor somewhere in the line of text you want to be a heading. (You can highlight the entire line of text if you like.)
Choose a heading style from the paragraph format menu on the editing toolbar. The heading style is applied immediately.