11 - Basics of ServiceNow - Knowledge Management

Hello everyone!
In today’s video, I will walk you through the basics of ServiceNow knowledge management module.

Let’s get started!

Knowledge Management is a system that helps companies store, organize, and share information in one central place. It lets users create, manage, and access articles, solutions, and best practices to solve problems more efficiently.

With Knowledge Management, organizations can create their own Knowledge Base (KB) and control who can view or contribute to the content.

In simple terms, it’s like a digital library where employees can find answers to common issues or get help with processes, without having to repeatedly ask for assistance. This boosts productivity and reduces the time spent searching for information.

To access the Knowledge Base:

Go to "All" and type "Knowledge" in the search filter, then click on the homepage under the module of Knowledge.
You can search for Knowledge Bases, article names, or key terms to find the right articles.
Knowledge Bases are sections that store articles. Organizations control who can view and organize the information here.

On the homepage, knowledge articles are organized by Knowledge Base and Category. The category hierarchy in the platform is shown as:

Articles within a Knowledge Base are grouped by categories. Each article can belong to only one Knowledge Base. Category groups define the structure of the Knowledge Base and make it easier for users to find the right articles.

When viewing Knowledge content,

You can rate articles by selecting 1 to 5 stars to show how useful the article is.
You can see how many views the article has.
Under “Actions,” you can flag the article and give a reason if you think it’s wrong.
You can edit the article if you have the right permissions.
If the article is helpful, you can mark it as helpful and leave comments.

User Criteria:

Administrators can create multiple Knowledge Bases and assign them to specific users.
User Criteria sets conditions to decide who can create (upload or write), read (view), edit (modify), or retire (make articles unavailable) knowledge articles.
This is applied at the Knowledge Base level within the platform.
Only users with proper permissions can apply User Criteria to Knowledge content. Depending on your role, you may have different access to view and edit content across Knowledge Bases in your organization.

Thanks for watching!