ServiceNow knowledge articles are a crucial aspect of the platform, providing users with valuable information and insights to resolve issues and improve their workflow. When creating a knowledge article, it's essential to follow best practices to ensure that the content is engaging, informative, and easily accessible. Here, we'll explore the key elements of a well-structured ServiceNow knowledge article template, providing you with the necessary tools to create high-quality content.
Understanding the Importance of Knowledge Articles
Before diving into the template, it's essential to understand the significance of knowledge articles in ServiceNow. These articles serve as a centralized repository of information, providing users with solutions to common problems, step-by-step guides, and troubleshooting tips. By creating comprehensive and well-organized knowledge articles, you can:
- Improve user adoption and engagement
- Reduce the number of repetitive inquiries and requests
- Enhance the overall user experience
- Increase efficiency and productivity
ServiceNow Knowledge Article Template Structure
A well-structured knowledge article template should include the following elements:
Header Section
- Title: A clear, concise, and descriptive title that accurately reflects the content of the article.
- Category: A relevant category that helps users quickly identify the topic and navigate to related content.
- Tags: Relevant keywords that enable users to find the article through search.
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Introduction Section
- Brief Overview: A concise introduction that provides an overview of the article's content and purpose.
- Prerequisites: Any necessary prerequisites or requirements that users should be aware of before proceeding.
What You'll Learn
- A list of key takeaways that users can expect to learn from the article.
Main Content Section
- Step-by-Step Guide: A clear, concise, and step-by-step guide that provides users with detailed instructions on how to complete a task or resolve an issue.
- Screenshots and Images: Relevant screenshots and images that help to illustrate complex concepts and provide visual guidance.
- Tips and Best Practices: Additional tips and best practices that provide users with valuable insights and recommendations.
Troubleshooting Common Issues
- A section that provides users with troubleshooting tips and solutions to common issues related to the topic.
Conclusion Section
- Summary: A brief summary of the article's key points and takeaways.
- Next Steps: Recommended next steps or additional resources that users can explore to further their knowledge and understanding.
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Best Practices for Creating Effective Knowledge Articles
When creating knowledge articles, keep the following best practices in mind:
- Use clear and concise language: Avoid using technical jargon or complex terminology that may confuse users.
- Use relevant images and screenshots: Visual aids can help to illustrate complex concepts and provide users with a better understanding of the topic.
- Break up content into sections: Use headings, subheadings, and bullet points to make the content more scannable and easier to read.
- Test and validate content: Ensure that the content is accurate, up-to-date, and relevant to the target audience.
- Use feedback and analytics: Use feedback and analytics to refine and improve the content over time.
Gallery of ServiceNow Knowledge Article Templates
Frequently Asked Questions
What is the purpose of a knowledge article in ServiceNow?
+The purpose of a knowledge article in ServiceNow is to provide users with valuable information and insights to resolve issues and improve their workflow.
How do I create a knowledge article in ServiceNow?
+To create a knowledge article in ServiceNow, navigate to the Knowledge Base module and click on the "Create Article" button. Follow the template structure and best practices outlined in this article to create a high-quality knowledge article.
What are some best practices for creating effective knowledge articles in ServiceNow?
+Some best practices for creating effective knowledge articles in ServiceNow include using clear and concise language, using relevant images and screenshots, breaking up content into sections, testing and validating content, and using feedback and analytics to refine and improve the content over time.
By following the template structure and best practices outlined in this article, you can create high-quality knowledge articles that provide users with valuable information and insights to resolve issues and improve their workflow.