How to use the knowledge base

  • 🎬 Video
  • ℹ️ Description

Demonstrates the knowledge base from the end-user self-service perspective. Introduces the knowledge home page from a portal view. Shows how to browse and search for articles, view articles and provide feedback, and post questions.

This video applies to UI16, the latest version of the user interface, in the New York release. It may apply to future releases as well.
UI16 is the default user interface for new instances, starting with the Geneva release. To get UI16 on upgraded instances, the UI16 plugin must be activated.

Role required: None

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This video covers:
00:12 Accessing the Knowledge home page
01:35 Browsing and searching for articles
03:43 Viewing articles and providing feedback
05:24 Posting questions

For more information on the knowledge base see:

ServiceNow product documentation:

ServiceNow Training and Certification:

ServiceNow Community:

ServiceNow TechBytes Podcast:

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💬 Comments

Extremely powerful capability given implemented correctly and a lot of passion to continuously steer.

Author — Aditya Prakash Shrivastava