Procedure fulfilled by: Knowledge base owners/managers
Purpose
This article describes the procedures involved in managing a Knowledge Base, not the articles. The procedures for creating a knowledge base article can be found in KB00336.
After a Knowledge Base has been provisioned, your ServiceNow account will be granted additional Knowledge roles.
Knowledge Base Manager Responsibilities:
1. Creating Knowledge Base Categories
Categories are used to organize articles in your Knowledge base.
- To create a new category, go to any knowledge record and click the magnifying glass next to Category. Click the plus sign below the first column of the Category picker window. Then, enter the new category name and press Enter. Click OK.
- To categorize Knowledge articles, go to the desired knowledge record and select the magnifying glass next to Category. Then, in the Category picker window, select whichever category or subcategory you want and click OK.
- For more information, see KB02265.
2. Maintaining Knowledge Base Organization
Maintain organization in your Knowledge base by periodically checking that Knowledge articles are appropriately categorized. Ensure that categories and articles created by Knowledge base users appropriately match the of your Knowledge base. Check for empty categories and create subcategories as needed.
3. Oversee Knowledge Base Content
Review all the content in your Knowledge Base at least once a year. Check the links to make sure they are still valid. Update articles as needed and retire those that are outdated.
4. Process Knowledge Base Feedback
Readers of your Knowledge base content can provide valuable insight through Feedback records.
Incoming feedback from users will appear in ITIL view as Knowledge feedback records (KNO). You can view an article's feedback by going to the knowledge record and selecting the Feedback tab at the bottom. Ensure each Knowledge feedback record is assigned to the appropriate group in the Assignment Group field. If an article update fixes an issue that a user has reported, notify the user of the change through the Work notes field of the Knowledge feedback record.
For more information on Knowledge feedback management, see KB06012.