Lab  Guide  

Share  the  Knowledge!  

 

Britt  Champeau  &  Eyal  Arasu  

 

Default  Login  /  Password:  

admin  /  Knowledge16  

itil  /  Knowledge16  

employee  /  Knowledge16  

   

 
  

This  
Page  
Intentionally  
Left  
Blank  

 
  

Lab  Goal  
This  lab  explains  the  changes  to  menus  and  modules  associated   Lab  1.0  
with  Knowledge  Management  v3.  
New  
It  also  presents  additional  details  on  each  of  the  menus  and  
modules  reviewed  in  the  lab.   Menus  
 
and  
 
Modules  
Log  on  to  Your  Training  Instance  
1. Navigate  to  the  unique  instance  URL  you  received.  

2. Log  on  with  the  provided  credentials.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

1  

         
  

The  Knowledge  Homepage  

1. Navigate  to  Knowledge  >  Homepage.  
 

 
2. Notice  there  are  two  Knowledge  Bases  available  out-­‐of-­‐the-­‐box.  The  Knowledge  Base  titled  
Knowledge  stores  legacy  (v2)  content.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

2  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Knowledge  Bases  Module  

1. Navigate  to  Knowledge  >  Knowledge  Bases.  

2. Notice  the  same  two  Knowledge  Bases  available  out-­‐of-­‐the-­‐box.    

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

3  

         
  

User  Criteria  Module  

1. Navigate  to  Knowledge  >  Administration  >  User  Criteria.  

2. Notice  there  are  six  out-­‐of-­‐the-­‐box  User  Criteria  available.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

4  

         
  

Lab  Goal  
This  lab  explains  how  to  configure  the  functionality  of  the   Lab  2.0  
following  Knowledge  Base  features:  
Configure  
Legacy  Portal  Page—to  prepare  for  possible  required  
•
customizations  to  kb_home   Portal  
• Article  View  Properties–to  modify  default  article  view   Properties  
properties  
• Knowledge  Search  Properties  and  Other  Properties–to  
modify  default  knowledge  search  and  other  properties  

Configure  the  Legacy  Portal  Page  

1. Navigate  to  Knowledge  >  Administration  >  Properties.  

2. Enter  the  following  information  in  the  Knowledge  Portal  Properties  section  of  the  Knowledge  
Management  Properties  form:  
 

Number  of  columns  on  Knowledge  portal  pages:  3  

Maximum  number  of  articles  per  content  block  on  the  home  page:  6  
Number  of  Knowledge  Base  items  to  preview  in  a  section:  6  
Knowledge  section  sort  field:  View  Count  
Number  of  days  (integer,  default  30)  used  when  summing  article  views.  Views  older  than  this  
are  not  considered  when  sorting  articles  based  on  view  count.  0  means  consider  all  views:  30  
3. Click  Save.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

5  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

6  

         
  

Configure  Article  View  Properties  

1. While  still  on  the  previous  page,  scroll  to  Article  View  Properties.    

2. Enter  the  following  information  in  the  Article  View  Properties  section  of  the  Knowledge  
Management  Properties  form:    
 

List  of  roles  (comma-­‐separated)  that  can  see  user  comments  on  an  article:  itil  
Use  Live  Feed  for  Knowledge  feedback:  No  (unchecked).  

3. Click  Save.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

7  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

8  

         
  

Configure  Knowledge  Search  Properties  

1. While  still  on  the  previous  page,  scroll  to  Knowledge  Search  Properties.    

2. Enter  the  following  information  in  the  Knowledge  Search  Properties  section  of  the  Knowledge  
Management  Properties  form:  
 

Show  author  in  knowledge  search  results:  No  (unchecked)  

Show  publish  date  in  knowledge  search  results:  Yes  (checked)  
Show  relevancy  in  knowledge  search  results:  Yes  (checked)  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Configure  Knowledge  Homepage  Properties  and  Other  Properties  

1. While  still  on  the  previous  page,  scroll  to  Knowledge  Homepage  Properties.    

2. Enter  the  following  information  in  the  Knowledge  Homepage  Properties  section  of  the  
Knowledge  Management  Properties  form:  
 

Default  keyword  for  getting  pinned  articles:  mykb_homepage  

Default  header  title  for  pinned  articles  section  on  knowledge  home  pages:  Important  Content  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

9  

         
  

3. Enter  the  following  information  in  the  Other  Knowledge  Properties  section  of  the  Knowledge  
Management  Properties  form:  
 

Before  displaying  an  article’s  text  search  results  or  the  article  view,  check  field-­‐level  Access  
Control  Lists  (ACLs)  on  appropriate  field:  kb_knowledge.text  (HTML  article)  or  
kb_knowledge.wiki  (wiki  text  article):  Yes  (checked)  
4. Click  Save.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

10  

         
  

Lab  Goal  
This  lab  explains  how  to  create  User  Criteria  that  limit  viewing   Lab  3.0    
and  editing  content  in  specific  Knowledge  Bases.  The  lab  
covers  these  setup  criteria:   User  Criteria  
• Create  New  Role-­‐Based  User  Criteria—to  assign  viewer  
and  edit  rules  based  on  role-­‐based  user  criteria  
• Create  New  Multi-­‐Attribute  User  Criteria—to  assign  
viewer  and  edit  rules  based  on  multi-­‐attribute  user  criteria  
• Create  User  Criteria  for  Individual  Users—to  assign  viewer  
and  edit  rules  based  on  individual  user  criteria  

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

11  

         
  

Create  New  Role-­‐Based  User  Criteria  

1. Navigate  to  Knowledge  >  Administration  >  User  Criteria.  

2. Click  New.  

3. On  the  User  Criteria  Form,  enter  the  following:  

 

Name:  Users  with  ‘itil’  role  

Roles:  itil  
Ensure  Active  box  is  checked  
4. Right-­‐click  in  the  header  and  click  Save.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

12  

         
  

Create  New  Multi-­‐Attribute  User  Criteria  

1. Navigate  to  Knowledge  >  Administration  >  User  Criteria.  

2. Click  New.  

3. On  the  User  Criteria  form,  enter  the  following:  

 

Name:  ACME  Americas  Service  Desk  Users  with  the  'itil'  role  
Groups:  Service  Desk  
Roles:  itil  
Ensure  Active  box  is  checked  
Ensure  Match  All  box  is  checked  
4. Right-­‐click  in  the  header,  and  click  Save.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Create  User  Criteria  for  Individual  Users  

1. Navigate  to  Knowledge  >  Administration  >  User  Criteria.  

2. Click  New.  

3. On  the  User  Criteria  form,  enter  the  following:    

 

Name:  System  Administrator  Community  of  Practice  

Users:  System  Administrator,  Abel  Tuter,  Bart  Hachey,  Candice  Bruckman,  Danny  Dales,  
  Elaine  Renzi,  Fred  Luddy  
Ensure  Active  box  is  checked  
4. Right-­‐click  in  the  header,  and  click  Save.  
hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    
13  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

14  

         
  

Lab  Goal  
This  lab  explains  how  to  create  the  following  new  Knowledge   Lab  4.0  
Bases  for  appropriately  segmented  content.  
Create  
Create  a  Knowledge  Base  with  Unlimited  Viewing  and  
•
Limited  Editing—to  create  a  Knowledge  Base  with  publicly   Knowledge  
accessible  content,  to  which  only  identified  users  can   Bases    
contribute    
• Create  a  Knowledge  Base  with  Different  Viewing  and  
Editing—to  create  a  Knowledge  Base  with  limited  editing  
(only  those  identified  in  Can  Contribute)  and  limited  
viewing  (only  those  identified  in  Can  Read  AND  Can  Contribute)  
• Create  a  Knowledge  Base  with  Equally  Limited  Viewing  and  Editing—to  create  a  Knowledge  Base  
with  highly  restricted  limitations  for  Can  Read  and  Can  Contribute  

Create  a  Knowledge  Base  with  Unlimited  Visibility  and  Limited  Edit  Ability  
1. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

2. Click  New.  

3. On  the  Knowledge  Base  form,  enter  the  following:  

 

Name:  ITIL  
Owner:  System  Administrator  
Managers:  System  Administrator,  Fred  Luddy  
Description:  Knowledge  Base  for  ITIL  Users  
Publish  workflow:  Knowledge  –  Approval  Publish  
Retire  workflow:  Knowledge  –  Approval  Retire  
Set  default  knowledge  field  values:  Article  type  >  HTML  
Ensure  Active  box  is  checked  
Ensure  Enable  social  questions  and  answers  box  is  checked  
4. Right-­‐click  the  header,  and  click  Save.  

5. Open  the  Can  Contribute  tab.  

6. Click  Edit.  

7. Select  Users  with  ‘itil’  role  from  Collection  on  the  left  and  add  to  the  Can  Contribute  list  on  
the  right.  
hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    
15  

         
  

8. Click  Save.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

16  

         
  

Create  a  Knowledge  Base  with  Different  Viewing  and  Editing  

1. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

2. Click  New.  

3. On  the  Knowledge  Base  Form,  enter  the  following:  

 

Name:  ACME  Americas  Service  Desk  

Disable  commenting:  Checked  
Owner:  System  Administrator  
Managers:  System  Administrator,  Bart  Hachey  
Description:  Knowledge  Base  for  ACME  Americas  Service  Desk  
Ensure  Active  box  is  checked  
Ensure  Enable  social  questions  and  answers  box  is  checked  
4. Right-­‐click  in  the  header,  and  click  Save.  

5. Open  the  Can  Read  tab.  

6. Click  Edit.  

7. Select  Users  with  the  itil  role  from  the  Collection  on  the  left,  and  add  to  the  Can  Read  list  on  
the  right.  

8. Click  Save.  

9. Open  the  Can  Contribute  tab.  

10. Click  Edit.  

11. Select  ACME  Americas  Service  Desk  Users  with  the  itil  role  from  Collection  on  the  left,  and  
add  to  the  Can  Contribute  list  on  the  right.  

12. Click  Save.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

17  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

18  

         
  

Create  a  Knowledge  Base  with  Equally  Limited  Viewing  and  Editing  

1. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

2. Click  New.  

3. On  the  Knowledge  Base  Form,  enter  the  following:  

 

Title:  System  Administrators  CoP  

Owner:  System  Administrator  
Managers:  System  Administrator,  Candice  Bruckman  
Description:  Knowledge  Base  for  the  System  Administrators  Community  of  Practice  
Ensure  Active  box  is  checked  
Ensure  Enable  social  questions  and  answers  box  is  checked  
4. Right-­‐click  in  the  header,  and  click  Save.  

5. Open  the  Can  Read  tab.  

6. Click  Edit.  

7. Select  System  Administrator  Community  of  Practice  from  the  Collection  on  the  left,  and  add  it  
to  the  Can  Read  list  on  the  right.  

8. Click  Save.  

9. Open  the  Can  Contribute  tab.  

10. Click  Edit.  

11. Select  System  Administrator  Community  of  Practice  from  Collection  on  the  left,  and  add  to  
the  Can  Contribute  list  on  the  right.  

12. Click  Save.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

19  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

20  

         
  

Lab  Goal  
This  lab  explains  how  to  create  Categories  within  new   Lab  5.0  
Knowledge  Bases  using  the  following  methods.  
Category  
Create  Categories  Manually,  to  add  hierarchical  Categories  
•
and  Subcategories  into  Knowledge  Bases  manually   Structure  
 
Create  Categories  Manually  
1. Navigate  to  Knowledge  >  Articles  >  Create  New.  

2. Select  Knowledge  Base:  ITIL.  

3. Open  the  Category  Picker  by  selecting  the  magnifying  glass  next  to  the  Category  field.  

4. In  the  Category  Picker,  click  the  plus  (+)  sign  at  the  bottom  of  the  first  column.  

5. Type  Incident  Management,  and  press  Enter.  

6. Continue  to  create  the  following  Categories  in  the  first  column,  as  completed  in  steps  4  and  5:  
 

Change  Management  
Asset  Management  
Knowledge  Management  
7. Highlight  Incident  Management,  hover  over  the  second  column,  and  click  the  plus  (+)  sign  at  
the  bottom.  

8. Add  the  following  subcategories:  

 

Processes  
Procedures  
Best  Practices  
9. Under  Processes  add  the  following  subcategories:  
 

Service  Desk  
Development  
Escalation  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

21  

         
  

10. Add  the  same  subcategories  under  Procedures  and  Best  Practices.  
 

Your  screen  should  look  like  the  example.  

 

 
11. Repeat  steps  7  through  9  for  each  of  the  remaining  primary  categories  (Change  Management,  
Asset  Management,  and  Knowledge  Management).  

12. Click  OK.  

13. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

14. Open  ITIL.  

15. Open  the  Knowledge  Categories  tab.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

 
hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    
22  

         
  

Lab  Goal  
This  lab  explains  how  to  migrate  content  from  one  Knowledge   Lab  6.0  
Base  to  another  using  the  following  methods:  
Migrate  
Migrate  Individual  Knowledge  Articles—move  an  article  
•
from  one  Knowledge  Base  into  another  Knowledge  Base   Content  
manually  
• Migrate  Content  with  a  Script—move  content  from  one  
Knowledge  Base  to  another  automatically  using  a  script  

Migrate  Individual  Knowledge  Articles    

1. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

2. Open  IT.  

3. On  the  Knowledge  tab,  filter  for  Workflow  =  Published.  

4. Open  KB0000008  –  How  to  configure  VPN  for  Apple  Devices.  

5. Change  the  Knowledge  base  from  IT  to  ITIL.  

6. Click  the  magnifying  glass  next  to  the  Category  field  to  open  the  Category  picker.  

7. Select  Incident  Management>  Best  Practices>  Service  Desk.  

8. Click  OK,  then  click  Update  on  the  Knowledge  form.  

9. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

10. Open  ITIL.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

23  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

24  

         
  

Migrate  Content  with  a  Script  

1. In  the  Header  Banner,  click  on  the  user  (System  Administrator).  

2. Select  Elevate  Roles.  

 

 
3. Ensure  the  security_admin  box  is  checked.  
 

 
4. Click  OK.  

5. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

6. Open  ITIL.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

25  

         
  

7. Right  click  the  header  bar  and  choose  Copy  sys_id.  

 

 
8. Copy  and  paste  the  sys_id  into  a  notepad.  

9. Open  KB0000008  –  How  to  configure  VPN  for  Apple  Devices.  

10. Click  the  Information  icon  of  the  Category  field.  

 

 
11. Right  click  the  header  bar  and  choose  Copy  sys_id.  
 

Copy  and  paste  the  sys_id  into  a  notepad.  

12. Navigate  to  System  Definition  >  Scripts  –  Background.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

26  

         
  

13. Paste  the  following  script  into  Run  script  (JavaScript  executed  on  server)  textbox:  

var TARGET_KB_SYS_ID = 'a7e8a78bff0221009b20ffffffffff17';

var TARGET_KB_CATEGORY = '4008ed12ff0131009b20ffffffffffef';

var KB_ARTICLES_TO_MOVE = [
"KB0000009",
"KB0000006"
];

for (var i = 0; i < KB_ARTICLES_TO_MOVE.length; i++) {

moveKBArticle(KB_ARTICLES_TO_MOVE[i]);
}

function moveKBArticle(kbNumber) {

var kb = new GlideRecord('kb_knowledge');

kb.setWorkflow(false);
kb.addQuery('number',kbNumber);
kb.query();
if (kb.next()) {
kb.kb_knowledge_base = TARGET_KB_SYS_ID;
kb.kb_category = TARGET_KB_CATEGORY;
kb.update();
gs.print('Updated ' + kbNumber);
} else {
s.print('Did not find ' + kbNumber);
}
}

14. Replace  ‘a7e8a78bff0221009b20ffffffffff17’  with  the  sys_id  copied  in  step  4.  

15. Replace  ‘4008ed12ff0131009b20ffffffffffef’  with  the  sys_id  copied  in  step  9.    

16. Click  Run  Script.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

27  

         
  

Lab  Goal  
This  lab  explains  how  to  create  new  Knowledge  Articles  using   Lab  7.0  
the  following  methods:  
Create  
Create  Knowledge  in  a  Knowledge  Base  with  Defined  
•
Categories  and  an  Approval  Workflow—by  creating   New  
Knowledge  Articles  in  a  set  Knowledge  Base  that  requires   Content  
approval  
• Create  Knowledge  in  a  Knowledge  Base  with  Undefined  
Categories  and  an  Instant  Publish  Workflow—by  creating  
Knowledge  Articles  in  a  Knowledge  Base  with  dynamic  
categories  for  instant  publication  

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

28  

         
  

Create  Knowledge  in  a  Knowledge  Base  with  Defined  Categories  and  an  
Approval  Workflow  
1. Navigate  to  Knowledge  >  Articles  >  Create  New.  

2. On  the  Knowledge  form,  populate  the  following:    

 

Knowledge  base:  ITIL  

Category:  Knowledge  Management  >  Best  Practices  >  Service  Desk  
Short  Description:  When  to  Create  Knowledge  Articles  
 

Text:  Creating  Knowledge  Articles  can  be  time-­‐consuming,  and  we  know  you  can’t  create  one  
for  every  Incident  you  resolve.  It’s  best  to  create  Knowledge  Articles  when  there  is  a  high  
likelihood  of  an  issue  recurring,  and  having  content  available  could  help  you  or  your  peers  
resolve  an  issue  faster  in  the  future.  For  example,  if  multiple  users  are  calling  in  stating  
they’ve  been  locked  out  of  their  computers  because  their  passwords  have  expired,  and  there  
are  reproducible  steps  you  could  provide  to  make  it  easier  for  you  or  your  peers  to  unlock  a  
user’s  computer  in  the  future,  this  would  be  a  great  candidate  for  a  Knowledge  Article.  
3. Right-­‐click  in  the  header,  and  click  Save.  

4. Copy  the  Article  Number.  

5. Click  the  Publish  UI  Action.  This  action  sends  you  back  to  the  full  list  of  knowledge  articles  
(kb_knowledge.list).  

6. Paste  the  copied  article  number  into  the  search  box.  Click  Enter.  
 

 
7. Reopen  the  newly  created  article  and  open  the  Approvals  tab.  

8. Notice  approval  requests  are  sent  to  the  users  identified  as  Managers  in  the  ITIL  Knowledge  
Base.  

9. Double-­‐click  next  to  Requested  for  Approver  System  Administrator.  

10. Change  the  drop-­‐down  selection  to  Approved,  and  click  the  green  check  mark.  

11. Notice  the  Workflow  field  now  shows  the  article  is  Published.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

29  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

30  

         
  

Create  Knowledge  in  a  Knowledge  Base  with  Undefined  Categories  and  an  
Instant  Publish  Workflow  
1. Navigate  to  Knowledge  >  Articles  >  Create  New.  

2. On  the  Knowledge  Form,  populate  the  following:  

 

Knowledge  base:  System  Administrators  CoP  

Category:  System  UI  >  UI  Actions  (these  Categories  will  need  to  be  created)  
  Be  sure  to  click  OK  when  the  Categories  have  been  created    
Short  Description:  UI  Action  Controls  
Text:  You  can  create  a  UI  action  to  provide  any  or  all  of  these  controls  
  A  button  on  a  form  
  A  context  menu  item  on  a  form  (appears  when  you  right-­‐click  the  form  header)  
  A  related  link  in  a  form  
  A  button  in  the  banner  on  top  of  a  list  
  A  button  at  the  bottom  of  a  list  
  A  context  menu  item  on  a  list  (appears  when  you  right-­‐click  the  list)  
  An  menu  item  for  the  action  choice  list  at  the  bottom  of  a  list  
  A  related  link  at  the  bottom  of  a  list  
3. Right-­‐click  in  the  header,  and  click  Save.  

4. Copy  the  Article  Number.  

5. Click  the  Publish  UI  Action.  This  action  sends  you  back  to  the  full  list  of  knowledge  articles  
(kb_knowledge.list).  

6. Paste  the  copied  article  number  into  the  search  box.  Click  Enter.  

7. Notice  on  the  Knowledge  table  that  the  article  is  now  in  a  workflow  state  of  Published.  

8. Reopen  the  newly  created  Knowledge  Article.    

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

31  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

32  

         
  

Lab  Goal  
This  lab  explains  how  to  identify  featured  content/  pinned   Lab  8.0  
articles  using  the  following  methods:  
Featured  
Identify  Featured  Content  for  a  Homepage—pinning  
•
articles  to  either  the  Knowledge  Homepage  or  a  specific   Content/  
Knowledge  Base  Homepage   Pinning  
• Identify  Featured  Content  for  a  Specific  Query—pinning  
articles  to  a  specific  keyword   F  
• Add  Additional  Featured  Content  for  Specific  Queries  

Identify  Featured  Content  for  a  Homepage  

1. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

2. Open  ITIL.  

3. Open  the  Featured  Content  tab  and  select  New.  

4. On  the  Knowledge  keyword  form,  click  the  magnifying  glass  next  to  the  Knowledge  field.  

5. Set  filter  for  Knowledge  Base  IS  ITIL  and  Workflow  IS  Published.  Click  Run.  

6. Select  KB0010002  –  When  to  Create  Knowledge  Articles.  

7. On  the  Knowledge  keyword  form,  click  the  lock.  Then,  click  the  magnifying  glass  next  to  the  
Keywords  field.  

8. Click  New.  

9. Type  mykb_homepage.    

10. Click  Submit  on  both  keyword  pages.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

33  

         
  

11. Your  screen  should  look  like  the  example.  

 

 
12. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

13. Open  the  IT  Knowledge  Base.  

14. Open  the  Featured  Content  tab,  noticing  there  are  already  two  identified  Featured  Content  
articles.  

15. To  make  these  articles  show  up  on  the  knowledge  homepage,  change  their  keywords  from  
homepage  to  mykb_homepage.  

16. Edit  both  keywords  for  the  existing  featured  articles  by  clicking  the  info  icon  next  to  the  article  

number.    Clicking  the  article  number  opens  the  article,  not  the  keyword  form.  

17. Highlight  the  keyword  (homepage)  on  the  keyword  form  by  clicking  it.  

18. After  the  keyword  is  highlighted,  the  editing  icons  become  active.  Click  the    icon  to  
remove  the  current  keyword.  

19. Start  typing  mykb_homepage.  It  becomes  available  in  a  drop-­‐down  list  below  the  keywords  
field.  Select  it.  

20. Click  Update.  

21. Complete  the  same  steps  for  the  other  existing  featured  article.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

34  

         
  

22. Your  screen  should  look  like  the  example.  

 

 
23. Select  New.  

24. On  the  Knowledge  keyword  form,  click  the  magnifying  glass  next  to  the  Knowledge  field.  

25. Set  filter  for  Knowledge  Base  IS  IT  and  Workflow  IS  Published.  Click  Run.  

26. Select  KB0000029  –  What  is  Spam?  

27. On  the  Knowledge  keyword  form,  click  the  lock.  Click  the  magnifying  glass  next  to  the  
Keywords  field.  

28. Select  mykb_homepage  and  click  Submit.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

35  

         
  

Identify  Featured  Content  for  a  Specific  Query  

1. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

2. Open  ITIL.  

2. Open  the  Featured  Content  tab  and  select  New.  

3. On  the  Knowledge  keyword  form,  click  the  magnifying  glass  next  to  the  Knowledge  field.  

4. Set  filter  for  Knowledge  Base  IS  ITIL  and  Workflow  IS  Published.  Click  Run.  

5. Select  KB0000008  –  How  to  configure  VPN  for  Apple  Devices.  

6. On  the  Knowledge  keyword  form,  click  the  lock.  Click  the  magnifying  glass  next  to  the  
Keywords  field.  

7. Click  New.  

8. In  the  Keyword  field,  type  VPN.  Click  Submit.  

9. Click  Submit  on  the  Knowledge  keyword  form.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

36  

         
  

Add  More  Featured  Content  for  Specific  Queries  

1. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

2. Open  the  IT  Knowledge  Base.  

3. Open  the  Featured  Content  tab,  and  select  New.  

4. On  the  Knowledge  keyword  form,  click  the  magnifying  glass  next  to  the  Knowledge  field.  

5. Set  filter  for  Knowledge  Base  IS  IT  and  Workflow  IS  Published.  Click  Run.  

6. Select  KB0000017  –  What  is  the  Windows  key?  

7. On  the  Knowledge  keyword  form,  click  the  lock.  Click  the  magnifying  glass  next  to  the  
Keywords  field.  

8. Click  New.  

9. In  the  Keyword  field,  type  windows.  Click  Submit.  

10. Click  Submit  on  the  Knowledge  keyword  form.  

11. Navigate  to  Knowledge  >  Administration  >  Knowledge  Bases.  

12. Open  the  System  Administrators  CoP  Knowledge  Base.  

13. Open  the  Featured  Content  tab,  and  select  New.  

14. On  the  Knowledge  keyword  form,  click  the  magnifying  glass  next  to  the  Knowledge  field.  

15. Filter  for  Knowledge  Base  IS  System  Administrators  CoP  and  Workflow  IS  Published.  Click  
Run.  

16. Select  KB0010003  –  UI  Action  Controls  

17. On  the  Knowledge  keyword  form,  select  mykb_homepage.  Click  the  magnifying  glass  next  to  
the  Keywords  field.  

18. Click  New.  

19. In  the  Keyword  field,  type  action.  Click  Submit.  

20. Click  Submit  on  the  Knowledge  keyword  form.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    
37  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

38  

         
  

Lab  Goal  
This  lab  explains  how  to  see  how  System  Administrators  and   Lab  9.0  
Users  view  knowledge  bases,  content,  categories,  and  pinning,  
in  the  following  scenarios:   View  
• Knowledge  Homepage  as  System  Administrator—to  view  
Knowledge    
content  as  a  System  Administrator,  who  owns  all  
Knowledge  Bases  
• Knowledge  Browsing  as  System  Administrator—to  
browse  the  Knowledge  Content  as  a  System  Administrator,  
who  owns  all  Knowledge  Bases  
• Knowledge  Searching  as  System  Administrator—to  search  for  Knowledge  Content  as  a  System  
Administrator,  who  owns  all  Knowledge  Bases  
• Knowledge  Homepage  as  User—to  view  content  as  a  user  limited  by  User  Criteria  
• Knowledge  Browsing  as  User—to  browse  content  as  a  user  limited  by  User  Criteria  
• Knowledge  Searching  as  User—to  search  for  Knowledge  Content  as  a  user  limited  by  User  Criteria  

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

39  

         
  

Knowledge  Homepage  as  System  Administrator  

1. Navigate  to  Knowledge  >  Homepage.  

2. Notice,  because  you  (System  Administrator)  are  the  owner  of  all  five  Knowledge  Bases,  you  can  
view  them  all  on  the  homepage.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

40  

         
  

Browse  Knowledge  as  System  Administrator  

1. Open  the  ITIL  Knowledge  Base  and  click  Incident  Management.  

2. Notice  the  “How  to  configure  VPN  for  Apple  Devices,”  article  moved  from  the  IT  Knowledge  
Base  and  is  visible  in  the  browsing  frame.  
 

Your  screen  should  look  like  the  example.    

 

 
3. Open  “How  to  configure  VPN  for  Apple  Devices.”  

4. Give  the  article  5  stars,  and  answer  Helpful?  Yes.  

5. Use  the  in-­‐frame  Back  button  to  return  to  the  ITIL  Knowledge  Base.  

6. Change  the  Knowledge  Base  drop-­‐down  selection  to  IT.  

7. Select  Operating  Systems  >  Windows  >  Windows  8.  Open  ‘Windows:  Should  I  upgrade  to  
Windows  8.x?’  

8. Give  the  article  5  stars,  and  answer  Helpful?  Yes.  

9. Navigate  to  Knowledge  >  Homepage.  

10. Notice  “Windows:  Should  I  upgrade  to  Windows  8.x?”  and  “How  to  configure  VPN  for  Apple  
Devices”  are  now  listed  under  “Most  Useful.”  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

41  

         
  

Search  Knowledge  as  System  Administrator  

1. While  still  on  the  Knowledge  Homepage,  search  for  windows.  

2. Notice  multiple  results  are  received,  but  at  the  top  in  gray-­‐blue  is  “What  is  the  Windows  key?”  
the  article  identified  as  Featured  Content  for  the  keyword  “windows.”  

3. Notice  you  can  continue  to  browse  after  searching.  

 

Your  screen  should  look  like  the  example.  

 

 
4. Return  to  the  Knowledge  Homepage,  and  search  for  action.  

5. Notice  multiple  results  are  received,  but  at  the  top  in  gray-­‐blue  is  “UI  Action  Controls,”  the  
article  we  created  and  identified  as  Featured  Content  in  the  System  Administrator  CoP  
Knowledge  Base  for  the  homepage  and  the  keyword  “action.”  

6. Notice  you  can  continue  to  browse  after  searching.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

42  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

43  

         
  

Knowledge  Homepage  as  User  

1. Impersonate  user  Aileen  Mottern.  

2. Navigate  to  Self-­‐Service  >  Knowledge.  

3. Notice,  since  Aileen  is  not  a  Knowledge  Base  Manager  or  Owner,  she  can  only  see  Knowledge  
Bases  where  visibility  has  not  been  limited  based  on  User  Criteria.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

44  

         
  

Knowledge  Browsing  as  User  

1. Open  the  ITIL  Knowledge  Base,  and  click  Incident  Management.  

2. Notice  the  same  articles  are  visible  to  Aileen  as  those  visible  to  System  Administrator.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

45  

         
  

Search  Knowledge  as  User  

1. Return  to  the  Knowledge  Homepage,  search  for  windows.  

2. Notice  multiple  results  are  received,  but  at  the  top  in  gray-­‐blue  is  the  “What  is  the  Windows  
key?”  the  article  we  identified  as  Featured  Content  for  the  keyword  “windows.”  

3. Notice  you  can  continue  to  browse  after  searching  for  a  phrase.  

4. Return  to  the  Knowledge  Homepage,  and  search  for  action.  

5. Notice  multiple  results  are  received,  but  “UI  Action  Controls,”  the  article  we  created  and  
identified  as  Featured  Content  in  the  System  Administrator  CoP  Knowledge  Base  for  the  
homepage  and  the  keyword  “action”  is  not  returned.  This  is  because  Aileen  Mottern  is  not  
included  in  the  user  criteria  associated  with  this  content.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

 
   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

46  

         
  

Lab  Goal  
This  lab  explains  how  to  administer  and  use  Social  Q&A,  which   Lab  10.0  
is  organized  by  knowledge  base,  category,  and  tags.  
Enabling  
• Enable  Social  Q&A—to  enable  Social  Q&A  for  a  knowledge  
base  you  manage  
Social  Q&A    
• Disable  Social  Q&A—to  disable  Social  Q&A  for  a  
knowledge  base  you  manage  
• Verify  where  Social  Q&A  is  Enabled—to  ensure  only  the  
appropriate  knowledge  bases  have  Social  Q&A  enabled  
• Social  Q&A  Access  Controls—to  determine  which  users  
have  access  to  use  Social  Q&A  within  a  specific  knowledge  base  

Enable  Social  Q&A  

1. Ensure  you  are  logged  in  as  yourself  (System  Administrator).  

2. Navigate  to  Knowledge  >  Knowledge  Bases.  

3. Select  ITIL.  

4. Ensure  the  Enable  social  questions  and  answers  check  box  is  checked.  This  check  box  only  
appears  if  the  Social  Q&A  plugin  has  been  enabled.  

Disable  Social  Q&A  

1. Navigate  to  Knowledge  >  Knowledge  Bases.  

2. Select  System  Administrators  CoP.  

3. Deselect  the  Enable  social  questions  and  answers  check  box.  

4. Click  Update.  

Verify  Where  Social  Q&A  is  Enabled  

1. Navigate  to  Knowledge  >  Homepage.  

2. Click  the  blue  Create  New  UI  Action.    

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

47  

         
  

3. Notice  both  Article  and  Question  are  available  actions.    This  is  because  the  Social  Q&A  plug  in  
is  active.  Select  Question.  

4. On  the  Ask  a  Question  form,  open  the  Knowledge  Base  drop-­‐down  list.  

5. Notice  all  the  Knowledge  Bases  are  available  except  System  Administrators  CoP.  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Social  Q&A  Access  Controls  

1. Navigate  to  Knowledge  >  Knowledge  Bases.  

2. Select  ITIL.  

3. Access  the  Can  Read  and  Can  Contribute  related  lists.      

4. The  previously  identified  user  attributes  for  knowledge  also  apply  to  Social  Q&A  for  the  ITIL  
Knowledge  Base.  

5. Updating  the  Can  Read  or  Can  Contribute  related  lists  for  Social  Q&A  will  also  affect  who  can  
read,  edit,  or  create  content  within  the  selected  knowledge  base.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

48  

         
  

Lab  Goal  
This  lab  explains  how  to  administer  and  use  Social  Q&A,  which   Lab  11.0  
is  organized  by  knowledge  base,  category,  and  tags.  
Social  Q&A  
•
•
Ask  Questions—to  submit  questions  
Answer  Questions—to  provide  possible  answers  to  
Questions    
questions  that  have  been  asked  by  other  users  
• Comment  on  Questions  and  answers—to  provide  
feedback  about  specific  questions  and  answers  
• Edit  Comments  and  Answers—to  clarify  previously  
submitted  comments  and  answers  
• Edit  Questions—to  clarify  previously  submitted  questions  
• Vote  on  Questions  and  Answers—to  like  or  dislike  questions  and  answers  
• Subscribe  to  a  Question—to  receive  updates  as  more  information  is  available  for  specific  questions  
• Delete  a  Question—to  remove  questions  completely  
• Share  a  Question—to  capture  the  URL  for  the  specific  question  to  allow  additional  users  to  find  it  
quickly  

Ask  Questions  
1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Click  Create  New.  

3. Click  Question.  

4. On  the  Ask  a  Question  form,  enter  the  following:  

 

Title:  How  to  ask  a  question  

Knowledge  Base:  ITIL  
Category:  Knowledge  Management  

5. Click  Post  Question.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

49  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Answer  Questions  
1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Search  for  Java.    

3. Select  Java  development  in  Ubuntu.  

4. Type  the  following  in  the  Your  Answer  field:  Have  you  tried  turning  it  off  and  on  again?  

5. Click  Submit.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

50  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Comment  on  Questions  or  Answers  

1. While  still  on  Java  development  in  Ubuntu,  click  the  Comment  link  directly  under  the  Tags.  

2. Enter  the  following  comment  text:  This  would  be  very  helpful  for  me,  as  well!    

3. Remember  Comments  have  a  maximum  length  of  140  characters!  

4. Click  Post  comment  or  press  Enter.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

51  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Edit  Comments  and  Answers  

1. Within  the  same  question,  click  Edit  next  to  the  Comment  you  posted.  

2. Add  the  following  text:  What  a  great  question!  

3. Click  Update.  

4. Within  the  same  question,  click  Edit  next  to  the  Answer  you  posted.  

5. Add  the  following  text:  I've  realized  this  isn't  actually  helpful  for  this  question.  

6. Click  Update.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

52  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Edit  Questions  
1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Search  for  question.  

3. Select  How  to  ask  a  question.  

4. Click  Edit  under  the  question.  

5. Click  inside  the  WYSIWYG  editor  and  add  the  following  text:  I  specifically  mean  questions  
within  the  Social  Q&A  platform.  I'm  not  sure  how  to  ask  questions  of  users  who  have  access  
to  this  knowledge  base.  

6. Click  Advanced  next  to  Update.  

7. Change  the  Category  to  Knowledge  Management/  Best  Practices.  

8. Click  Update.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

53  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Vote  on  Questions  and  Answers  

1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Search  for  Java.  

3. Select  Java  development  in  Ubuntu.  

4. Click  the  Up  Arrow  next  to  the  question  to  upvote.  

5. Your  screen  should  look  like  the  example.  

 

 
6. Try  to  click  the  Up  Arrow  again.  Notice  you  cannot,  but  you  can  still  click  the  Down  Arrow.  
Clicking  the  Down  Arrow  nullifies  the  previous  vote.  

7. Click  the  Down  Arrow  again.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

54  

         
  

8. Your  screen  should  look  like  the  example.  

 

 
9. On  the  same  question,  upvote  the  Answer  from  ITIL  User.  

10. Notice  the  Answer  from  ITIL  User  is  now  at  the  top  of  the  list.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

55  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

56  

         
  

Subscribe  to  a  Question  

1. While  on  the  same  question,  click  the  Subscribe  icon.    

2. To  stop  receiving  notifications,  click  the  Unsubscribe  icon.    

Delete  a  Question  
1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Search  for  question.  

3. Click  the  Delete  link.  

4. Click  the  Delete  UI  Action  on  the  pop-­‐up  window.  

5. Notice  you  return  to  the  previous  search.  The  question  should  no  longer  be  available  in  the  
search  results.  

Share  a  Question  
1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Search  for  Java.    

3. Select  Java  development  in  Ubuntu.  

4. Click  the  Share  link.  

5. If  a  dialog  box  opens,  type  CTRL  +  C  to  copy  the  link.  

6. Use  this  link  to  distribute  the  question.  

   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

57  

         
  

Lab  Goal  
This  lab  explains  how  to  administer  and  use  Social  Q&A,  which   Lab  12.0  
is  organized  by  knowledge  base,  category,  and  tags.  
Social  Q&A  
• Create  Social  Q&A  Tags—to  create  additional  keywords  
that  can  be  used  to  ensure  easier  discoverability  of  
Tags  
content  
• Apply  Social  Q&A  Tags—to  apply  the  keywords  to  ensure  
easier  discoverability  of  content  

Create  Social  Q&A  Tags  

1. In  the  left  navigation  search  box,  type  label.list.  

 
2. Click  Enter.  

3. This  is  the  list  of  Tags  available  for  use  in  Social  Q&A  and  across  the  instance.  

4. Click  New.  

5. On  the  Tag  Form,  populate  the  following:  

 

Name:  Ubuntu  
Viewable  by:  Everyone  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

58  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.  
 

Apply  Social  Q&A  Tags  

1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Search  for  Java.    

3. Select  Java  development  in  Ubuntu.  

4. Click  the  Edit  link.    

5. Click  the  Advanced  link.  

6. In  the  Tags  field,  type  Ubuntu.  

7. Click  Enter.  

8. Notice  the  Ubuntu  tag  is  added  to  the  question.  

9. Click  Update.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

59  

         
  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

 
   

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

60  

         
  

Lab  Goal  
This  lab  explains  how  to  administer  and  use  Social  Q&A,  which   Lab  13.0  
is  organized  by  knowledge  base,  category,  and  tags.  
Search  
• Create  Meta—to  provide  keywords  to  ensure  content  is  
discoverable  by  Zing  Text  Search  
• Adjust  ts_weight—to  make  specific  fields  more  valuable  
to  Zing  Text  Search  

Add  Meta  to  the  Knowledge  Form  

1. Navigate  to  Self-­‐Service  >  Knowledge.  

2. Click  System  Administrators  CoP.  

3. Open  UI  Action  Controls.  

4. Click  the  Edit  UI  Action.  

5. Notice  the  Meta  field  is  not  available.  

6. Right-­‐click  in  the  header  bar.  

7. Select  Configure  >  Form  Layout.  

8. Select  Meta  from  the  Available  (left)  side,  and  move  it  to  the  Selected  (right)  side.  

9. Click  Save.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

61  

         
  

Lab  Success  Verification  

Your  screen  should  look  like  the  example.    
 

 
 

Populate  Meta  
1. In  the  Meta  field,  add  the  following:  jabberwocky  

2. Right-­‐click  in  the  header,  and  click  Save.  

3. Navigate  to  Self-­‐Service  >  Knowledge.  

4. Search  for  jabberwocky.  

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

62  

         
  

Lab  Success  Verification  

Your  screen  should  look  like  the  example.    
 

Manipulate  Meta  
1. Notice  the  Relevancy  indicator  is:  10.  

2. Open  the  UI  Action  Controls  article.  

3. Click  Edit.  

4. In  the  Meta  field,  add  the  following:  jabberwocky,  jabberwocky,  jabberwocky  

5. Right-­‐click  in  the  header,  and  click  Save.  

6. Navigate  to  Self-­‐Service  >  Knowledge.  

7. Search  for  jabberwocky.  

8. Notice  the  Relevancy  indicator  is:  30.  

Manipulate  Text  Search  Weights  

1. Navigate  to  System  Definition  >  Dictionary.  

2. Add  the  Attributes  field  to  the  table  by  clicking  the  cog.  

3. Filter  for  Table  IS  kb_knowledge  AND  Column  name  IS  meta.  

4. Open  the  form.  

5. Open  the  Attributes  Related  List  at  the  bottom  of  the  form.  
hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    
63  

         
  

6. Notice  the  first  Attribute  is  Text  Search  Weight  =  10.  

7. Double-­‐click  in  the  Value  field,  and  change  the  Text  Search  Weight  to  25.  

8. Navigate  to  Self-­‐Service  >  Knowledge.  

9. Search  for  jabberwocky.  

10. Notice  the  Relevancy  indicator  is:  75.  (Re-­‐indexing  of  the  knowledge  table  may  take  a  few  
minutes,  so  it  may  be  a  moment  before  the  Relevancy  indicator  is  updated.)  

Lab  Success  Verification  

1. Your  screen  should  look  like  the  example.    
 

hts  reserved.  ©  ®2016  ServiceNow,  Inc.  All  rights  reserved.    

64