Knowledge Article Workflow in ServiceNow is a structured process that governs the lifecycle of knowledge articles from creation to publication and eventual retirement. This workflow ensures that articles undergo proper review and approval before becoming available to end users in the knowledge base…Knowledge Article Workflow in ServiceNow is a structured process that governs the lifecycle of knowledge articles from creation to publication and eventual retirement. This workflow ensures that articles undergo proper review and approval before becoming available to end users in the knowledge base.
The workflow typically begins when an author creates a draft knowledge article. The article enters a Draft state where the author can edit and refine the content. Once the author believes the article is ready, they submit it for review, moving it to the Review state.
In the Review state, designated reviewers or subject matter experts examine the article for accuracy, completeness, and adherence to organizational standards. Reviewers can approve the article, reject it back to draft status with feedback, or request modifications. This quality control step ensures that only accurate and helpful information reaches the knowledge base.
Upon approval, the article transitions to the Published state, making it visible to the intended audience based on configured access controls. Published articles can be accessed through the Service Portal, Employee Center, or other self-service interfaces, enabling users to find solutions to common issues independently.
The workflow also handles article maintenance. Published articles can be flagged for review if information becomes outdated. They can return to draft status for updates, requiring re-approval before republication. Eventually, articles may be moved to a Retired state when they are no longer relevant, removing them from active search results while preserving historical records.
Administrators can customize the knowledge workflow using the Workflow Editor, adding approval stages, notifications, and conditions specific to organizational requirements. Different knowledge bases can utilize different workflows, allowing flexibility across departments. This automated process reduces manual oversight, maintains content quality, and supports effective self-service by ensuring users always access current and validated information.
Knowledge Article Workflow in ServiceNow
Why Knowledge Article Workflow is Important
Knowledge Article Workflow is a critical component of ServiceNow's Knowledge Management application. It ensures that knowledge content published to end users and support staff is accurate, relevant, and properly vetted before becoming available. Without proper workflow controls, organizations risk publishing incorrect or outdated information, which can lead to increased support tickets, user frustration, and potential security or compliance issues.
What is Knowledge Article Workflow?
Knowledge Article Workflow is a structured approval process that governs the lifecycle of knowledge articles from creation to publication and eventual retirement. It defines the states an article must pass through and the approvals required at each stage. ServiceNow provides default workflows that can be customized to meet organizational needs.
The standard knowledge article states include: - Draft - Initial creation state - Review - Article submitted for approval - Published - Article is live and visible to users - Pending Retirement - Article marked for removal - Retired - Article no longer visible to end users
How Knowledge Article Workflow Works
1. Article Creation: A knowledge contributor creates an article, which starts in Draft state.
2. Submission for Review: The author submits the article for approval. The article moves to Review state.
3. Approval Process: Knowledge managers or designated approvers review the content for accuracy, completeness, and adherence to standards.
4. Publication: Once approved, the article transitions to Published state and becomes visible based on its knowledge base settings and user criteria.
5. Maintenance: Articles can be updated, which may trigger re-approval depending on workflow configuration.
6. Retirement: Outdated articles are flagged for retirement and eventually moved to Retired state.
Key Workflow Configuration Options: - Approval rules can be set per knowledge base - Multiple approval levels can be configured - Workflow activities can include notifications and automated tasks - Article quality checks can be integrated into the workflow
Exam Tips: Answering Questions on Knowledge Article Workflow
Tip 1: Know the Default States Memorize the standard article lifecycle states: Draft, Review, Published, Pending Retirement, and Retired. Questions often test your understanding of which state comes next in the process.
Tip 2: Understand Approval Configuration Remember that approval requirements are configured at the knowledge base level. Each knowledge base can have different workflow requirements.
Tip 3: Recognize Role Responsibilities Know which roles are involved in the workflow: - Knowledge Contributors create and edit articles - Knowledge Managers approve and manage articles - Knowledge Admins configure workflow settings
Tip 4: Focus on Practical Scenarios Exam questions may present scenarios asking what happens when an article is submitted or what state an article will be in after a specific action. Think through the logical flow.
Tip 5: Remember Versioning When a published article is edited, a new version is created. The original remains published until the new version is approved. This is a common exam topic.
Tip 6: Know the Valid Transitions Articles cannot skip states in the workflow. An article must go through Review before being Published unless the workflow is specifically configured to allow otherwise.
Tip 7: User Criteria Impact Remember that even published articles may not be visible to all users. User criteria on the knowledge base and article determine visibility.