Knowledge Articles in ServiceNow are structured documents designed to capture, store, and share information with users and support staff. They form the foundation of the Knowledge Management application, enabling organizations to create a self-service knowledge base that reduces incident volume and…Knowledge Articles in ServiceNow are structured documents designed to capture, store, and share information with users and support staff. They form the foundation of the Knowledge Management application, enabling organizations to create a self-service knowledge base that reduces incident volume and improves resolution times.
Knowledge Articles contain solutions, FAQs, troubleshooting guides, how-to instructions, and reference documentation. They are organized within Knowledge Bases, which act as containers grouping related articles by topic, department, or audience. Each knowledge base can have specific access controls determining who can view, create, or modify articles.
The article lifecycle includes several states: Draft, Review, Published, and Retired. Authors create articles in draft status, submit them for review, and once approved, articles become published and accessible to designated users. This workflow ensures quality control and accuracy of shared information.
Key features of Knowledge Articles include:
1. Templates - Predefined formats ensuring consistency across articles
2. Categories - Hierarchical organization helping users navigate content
3. Keywords and Tags - Metadata improving search functionality
4. Article Rating - Users can rate usefulness, helping identify valuable content
5. View Counts - Tracking popularity and usage patterns
6. Versioning - Maintaining history of changes and updates
For Process Automation, Knowledge Articles integrate with other ServiceNow modules. When users create incidents, the system can suggest relevant articles based on keywords. Service Catalog items can link to supporting documentation. Virtual Agent conversations can surface knowledge content to resolve issues.
In the Service Portal, Knowledge Articles power self-service capabilities, allowing end users to search for solutions before submitting tickets. This deflection reduces workload on support teams while empowering users to resolve common issues independently.
Administrators configure knowledge properties, manage user roles like Knowledge Admin and Knowledge Manager, and establish approval workflows to maintain content quality throughout the organization.
Knowledge Articles in ServiceNow: Complete CSA Exam Guide
Introduction to Knowledge Articles
Knowledge Articles are structured documents within ServiceNow's Knowledge Management application that capture and share information to help users solve problems independently. They are a cornerstone of self-service automation, enabling users to find answers before submitting incidents or requests.
Why Knowledge Articles Are Important
Knowledge Articles play a critical role in IT Service Management for several reasons:
• Reduced Ticket Volume: When users can find solutions themselves, fewer incidents are created, reducing workload on support teams. • Faster Resolution Times: Users get answers instantly rather than waiting for agent responses. • Consistent Information: Standardized articles ensure all users receive the same accurate information. • Knowledge Preservation: Organizational knowledge is documented and retained even when employees leave. • Cost Savings: Self-service is significantly less expensive than agent-assisted support.
What Knowledge Articles Are
A Knowledge Article is a record containing structured content designed to answer questions, provide instructions, or document solutions. Key components include:
• Short Description: A brief title summarizing the article content. • Article Body: The main content containing the solution or information. • Knowledge Base: The container that groups related articles together. • Category: Classification that organizes articles within a knowledge base. • Article State: Indicates the workflow status (Draft, Review, Published, Retired). • Valid To Date: When the article should be reviewed or retired.
How Knowledge Articles Work
The Knowledge Management workflow in ServiceNow follows these stages:
1. Article Creation: Authors create articles in Draft state, adding content and metadata.
2. Review and Approval: Articles move through an approval workflow where reviewers verify accuracy and quality.
3. Publication: Approved articles are published and become visible to their intended audience.
4. Feedback and Improvement: Users can rate articles and provide feedback, which helps identify content needing updates.
5. Retirement: Outdated articles are retired to prevent users from accessing obsolete information.
Knowledge Base Structure
Knowledge Bases are containers that hold related articles. Each Knowledge Base has:
• Owner: The person responsible for the knowledge base. • Managers: Users who can manage articles and categories. • User Criteria: Rules that determine who can view, contribute to, or manage the knowledge base. • Workflow: The approval process articles must follow.
Article Versioning
ServiceNow supports article versioning, allowing:
• Multiple versions of the same article to exist. • Previous versions to be retained for reference. • Updates to be made while keeping the current version published.
Integration with Other Modules
Knowledge Articles integrate with several ServiceNow features:
• Incident Management: Agents can search and attach articles to incidents. • Service Portal: Users search knowledge from the self-service portal. • Virtual Agent: Chatbots can suggest relevant articles to users. • Search: Zing text search indexes article content for quick retrieval.
Exam Tips: Answering Questions on Knowledge Articles
Key Concepts to Remember:
• Knowledge Articles are stored in Knowledge Bases, which act as containers. • The standard workflow states are: Draft → Review → Published → Retired. • User Criteria controls access to knowledge bases at multiple levels (Can Read, Can Contribute, Can Manage). • Articles can be attached to incidents to document the solution used. • The Knowledge Management Service Portal widget allows users to search and view articles.
Common Exam Question Topics:
• Understanding the article lifecycle and workflow states. • Knowing the difference between Knowledge Base and Category. • Recognizing how User Criteria controls access permissions. • Understanding how articles integrate with Incident Management. • Identifying the role of article feedback and ratings.
Watch for These Distinctions:
• Published vs. Draft: Only published articles are visible to end users. • Knowledge Base vs. Category: Knowledge Base is the top-level container; categories organize articles within it. • Can Read vs. Can Contribute: Reading allows viewing; contributing allows creating articles.
Practice Scenario Questions:
When answering scenario-based questions, consider who needs access to what. If a question asks about making articles available to specific groups, think about User Criteria. If it asks about organizing content, think about Categories and Knowledge Bases.