Creating ServiceNow Knowledge Bases

This course will teach you how to create knowledge articles in a way that can help users with information, troubleshooting, or task resolution.

ServiceNow helps in creating a self-serve customer service library that contains information about a product, service, or topic for a wide variety of customers. In this course, Creating ServiceNow Knowledge Bases, you’ll learn to create, categorize, review, and approve articles. First, you’ll explore how to create a ServiceNow article, and the standard ways of creating them. Next, you’ll discover how to categorize them using knowledge bases and categories. Finally, you’ll learn how to get them reviewed and approved if needed, and how to get feedback on them in a live environment. When you’re finished with this course, you’ll know the processes for creating, categorizing, reviewing, and approving articles needed to streamline the process of knowledge management so that it can be simple and useful.

• Course Overview 1min
• Building Knowledge Articles 24mins
• Categorizing Knowledge Articles 21mins
• Improving Articles on Feedback 11mins