Episode 12: Using the ServiceNow Knowledge Base Application

This week's podcast features servicenowkevin as he talks about how we use the Knowledge Base application on HI (the ServiceNow Customer Support instance) to provide searchable, high-quality content to customers.

This episode covers:

• Tagging and search optimization
• Pinning articles
• Reports
• Multiple-KB function (NEW in UI16!)
• Article view properties
• Feedback Mechanism
• Sneak peek at Knowledge 16

For more information on Knowledge Management, see:

• Product Documentation: Knowledge Management
• Product Documentation: Knowledge Administration
• ServiceNow KB: Viewing Knowledge Base articles (KB0538987)
• ServiceNow KB: Viewing public knowledge base articles (KB0540403)

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