<h2>Knowledge Management</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2024" /><meta name="DC.rights.owner" content="(C) Copyright 2024" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="topic" /><meta name="DC.title" content="Knowledge Management" /><meta name="abstract" content="The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution." /><meta name="description" content="The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution." /><meta name="DC.subject" content="Knowledge Management" /><meta name="keywords" content="Knowledge Management" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2022-08-04" /><meta name="DC.date.modified" content="2022-08-04" /><meta name="DC.date.modified" content="2022-08-04" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="p_KnowledgeManagment" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Knowledge Management</title></head><body id="p_KnowledgeManagment"> <h1 class="title topictitle1" id="ariaid-title1">Knowledge Management</h1> <div class="body"><p class="shortdesc">The <span class="ph">ServiceNow®</span> <span class="ph">Knowledge Management</span> (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution.</p> <div class="section"> <p class="p"><span class="ph">Knowledge Management</span> has significantly changed with Knowledge v3, which is enabled by default for all instances starting with the Fuji release.</p> <p class="p">The <span class="ph">Knowledge Management</span> Service Portal enables users to access a portal view of knowledge bases and articles. It is available by default for new customers on the Madrid and later releases. If required, existing and upgrade customers can activate the <span class="ph">Knowledge Management</span> Service Portal plugin.</p> <p class="p"><span class="ph">Knowledge Management</span> supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.</p> <p class="p">To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.</p> </div> <table cellpadding="4" cellspacing="0" summary="" id="p_KnowledgeManagment__simpletable_g33_wwg_vt" border="0" class="simpletable simpletableBody"><col style="width:33.33333333333333%" /><col style="width:33.33333333333333%" /><col style="width:33.33333333333333%" /><thead></thead><tbody><tr class="strow"><td style="vertical-align:top;" class="stentry"> <p class="p nowrap"><span class="ph uicontrol">Explore</span></p> <ul class="ul" id="p_KnowledgeManagment__ul_b33_ccc_rx"><li class="li"><span class="ph"> <a class="xref" href="../release-notes/upgrades/reference/upgrade.dita/upgrade.html" target="_blank" rel="noopener noreferrer">Upgrade to <span class="ph">Tokyo</span></a> </span></li><li class="li"><a class="xref" href="../concept/c_KMv3Migration.html" title="Knowledge Management has significantly changed with the introduction of knowledge v3 starting with the Fuji release.">Knowledge Management v3</a></li><li class="li"><a class="xref" href="../concept/c_KnowledgeHomepage.html" title="The Knowledge Management v3 homepage displays knowledge articles organized by knowledge base and category, as well as featured content and popular articles.">Knowledge Management v3 homepage</a></li><li class="li"><a class="xref" href="../reference/r_KnowledgeSearch.html" title="Search for knowledge articles from the knowledge homepage using the search bar on the Knowledge Management v3 homepage.">Search using Knowledge Management v3</a></li><li class="li"><a class="xref" href="../concept/domain-separation-knowledge.html" title="Domain separation is supported in Knowledge Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.">Domain separation</a></li><li class="li"><a class="xref" href="../concept/translation-management.html" title="Knowledge articles are authored and published in many languages and translating these articles to languages other than the language they are authored in requires creating translation tasks. Translation management enables you to manage these translation tasks.">Translation management</a></li><li class="li"><a class="xref" href="../concept/knowledge-demand-insights.html" title="Identify knowledge gaps and improve content of your knowledge base using the Knowledge Demand Insights feature.">Knowledge demand insights</a></li><li class="li"><a class="xref" href="../concept/self-service-analytics.html" title="The Self-Service Analytics framework enables you to gather information about user activities and deflection outcomes related to those activities.">Self-Service Analytics</a></li><li class="li"><a class="xref" href="../concept/knowledge-article-authoring-word.html" title="Author and access knowledge articles in Microsoft Word by deploying the Knowledge Management - Add-in for Microsoft Word.">Knowledge article authoring in Microsoft Word</a></li><li class="li"><a class="xref" href="../concept/machine-learning-km.html" title="Machine learning in Knowledge Management helps improve knowledge governance and quality of your knowledge base.">Machine learning solutions for Knowledge Management</a></li></ul> </td><td style="vertical-align:top;" class="stentry"> <p class="p nowrap"><span class="ph uicontrol">Set up</span></p> <div class="p"><ul class="ul" id="p_KnowledgeManagment__ul_pfq_dcc_rx"><li class="li"><a class="xref" href="../reference/setup-knowledge-admin.html" title="Before users in your organization can start creating knowledge bases and knowledge articles, you must set up Knowledge Management. Work with stakeholders to define requirements for setting up Knowledge Management effectively to meet the needs of users.">Knowledge Management setup guide for admins</a></li><li class="li"><a class="xref" href="../reference/set-up-knowledge-admin-user.html" title="After basic Knowledge Management setup is completed, you can set up a knowledge base for users to create and publish knowledge articles.">Knowledge base setup guide for knowledge admins and managers</a></li></ul> </div> </td><td style="vertical-align:top;" class="stentry"> <p class="p nowrap"><span class="ph uicontrol">Administer</span></p> <div class="p"><ul class="ul" id="p_KnowledgeManagment__ul_fyl_2cc_rx"><li class="li"><a class="xref" href="../task/t_SelectUserCriteria.html" title="You specify user criteria for a knowledge base to control which users are granted access to read and contribute knowledge articles to that knowledge base.">Select user criteria for a knowledge base</a></li><li class="li"><a class="xref" href="https://www.youtube.com/embed/OVGt5rgB3S0" target="_blank" rel="noopener noreferrer">Video: How to Control Knowledge Access Through User Criteria</a></li><li class="li"><a class="xref" href="https://community.servicenow.com/community?id=community_blog&sys_id=264e66addbd0dbc01dcaf3231f96196c&view_source=searchResult" target="_blank" rel="noopener noreferrer">Blog: Article Security and Filtering in Knowledge v3</a></li><li class="li"><a class="xref" href="../task/t_DefineAKnowledgeCategory.html" title="Each knowledge base has a hierarchy of categories that organizes the articles.">Define a knowledge article category</a></li><li class="li"><a class="xref" href="../task/t_PinAnArticle.html" title="Add a knowledge article to appear in the Featured content section of the knowledge homepage and at the top of knowledge search results page.">Add a knowledge article to featured content</a></li><li class="li"><a class="xref" href="../concept/c_KnowledgeAdministration.html" title="Configure various aspects of Knowledge Management based on the specific requirements of your organization.">Configure Knowledge Management</a></li></ul> </div> </td></tr><tr class="strow"><td style="vertical-align:top;" class="stentry"> <p class="p nowrap"><span class="ph uicontrol">Use</span></p> <div class="p"><ul class="ul" id="p_KnowledgeManagment__ul_lg1_fcc_rx"><li class="li"><a class="xref" href="../reference/r_KnowledgeRoles.html" title="Certain roles are required to use Knowledge Management functionality.">Knowledge Management roles</a></li><li class="li"><a class="xref" href="../reference/get-started-knowledge-end-users.html" title="After knowledge bases are set up, you can start searching and creating articles.">Knowledge Management guide for users</a></li><li class="li"><a class="xref" href="../concept/c_UsingKnowledgeOnMobile.html" title="All users can access knowledge from mobile devices to search for and view knowledge articles.">Use knowledge on mobile devices</a></li><li class="li"><a class="xref" href="../concept/article-versioning.html" title="Use the Knowledge Management article versioning feature to create and maintain multiple versions of a knowledge article.">Article versioning</a></li><li class="li"><a class="xref" href="../concept/knowledge-article-subscriptions.html" title="Subscribe to knowledge bases and knowledge articles to receive email notifications about new articles and article revisions or comments.">Article subscriptions</a></li><li class="li"><a class="xref" href="../concept/knowledge-management-service-portal.html" title="The Knowledge Management Service Portal enables users to perform the same operations that are available with the Knowledge Management V3 plugin. From the portal, users can view knowledge bases and articles, search for information, sort and filter search results, and provide feedback.">Knowledge Management Service Portal</a></li><li class="li"><a class="xref" href="../concept/mobile-experience-for-km.html" title="Access knowledge articles from anywhere using the Information applet on the Now Mobile app. You can view recently viewed and most popular articles, search for articles, browse articles by category, and provide feedback for articles.">Now Mobile for Knowledge Management</a></li></ul> </div> </td><td style="vertical-align:top;" class="stentry"> <p class="p nowrap"><span class="ph uicontrol">Migrate</span></p> <div class="p"><ul class="ul" id="p_KnowledgeManagment__ul_yqh_gcc_rx"><li class="li"><a class="xref" href="../concept/c_KMv3Migration.html" title="Knowledge Management has significantly changed with the introduction of knowledge v3 starting with the Fuji release.">Migrate to Knowledge Management v3</a></li><li class="li"><a class="xref" href="https://www.youtube.com/embed/NEDXpyXjzLo" target="_blank" rel="noopener noreferrer">Video: Migrating from Knowledge Management v2 to v3</a></li><li class="li"><a class="xref" href="https://www.youtube.com/embed/v-hHmVSiBZ4" target="_blank" rel="noopener noreferrer">Video: Managing Article-Level Access Controls During Migration from KM v2 to v3</a></li><li class="li"><a class="xref" href="https://community.servicenow.com/community/service-automation-platform/blog/2016/03/15/all-things-upgrade-considered-knowledge-v2-to-v3" target="_blank" rel="noopener noreferrer">Blog: All things Upgrade considered on Knowledge v2 to v3</a></li></ul> </div> </td><td style="vertical-align:top;" class="stentry"> <p class="p nowrap"><span class="ph uicontrol">Troubleshoot and get help</span></p> <div class="p"><ul class="ul" id="p_KnowledgeManagment__ul_xfp_ncc_rx"><li class="li"><a class="xref" href="https://community.servicenow.com/community?id=community_article&sys_id=637ffc92db519490d82ffb24399619f3" target="_blank" rel="noopener noreferrer">Knowledge Management FAQ</a></li><li class="li"><a class="xref" href="https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477" target="_blank" rel="noopener noreferrer">Search the Known Error Portal for known error articles</a></li><li class="li"><a class="xref" href="../reference/knowledge-article-duplicate-numbers.html" title="Importing knowledge articles into an instance can create articles with duplicate numbers.">Duplicate knowledge article numbers</a></li><li class="li"><a class="xref" href="https://community.servicenow.com/community/service-automation-platform?tagSet=2299" target="_blank" rel="noopener noreferrer">Ask or answer questions in the Knowledge Management community</a></li><li class="li"><a class="xref" href="https://support.servicenow.com/now?draw=case" target="_blank" rel="noopener noreferrer">Contact <span class="ph">Customer Service and Support</span></a></li></ul> </div> </td></tr></tbody></table> </div> </body></html></div>