Create a knowledge base https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/knowledge-...

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Create a knowledge base

Release version: Yokohama

Updated Jan 30, 2025

Summarize

Create a knowledge base to provide a self-service platform for users to store, share, and manage content. Con�gure knowledge bases into product or service categories and manage user access based on permissions.
Customize work�ows for publishing and retiring articles in the knowledge base.

Before you begin

Understand the requirements for setting up a knowledge base.

Procedure

1. Navigate to All > Knowledge > Administration > Knowledge bases.

2. In the Knowledge Bases list, click New.

3. On the Knowledge base form, �ll in the following �elds as appropriate:

Knowledge base form

Field Description

Title Unique name for the knowledge base.

Number of default days articles will be valid for after their created date.

Note: The Article Validity �eld is con�gured to set the Valid to date for an article. The Valid to
date is the date this knowledge article expires. When you create an article within a knowledge
Article Validity base, the date value in the Valid to �eld of the article is calculated as follows: Created
(sys_created_on) + Article Validity (in days). An article author or editor can select whether to keep
or change the Valid to date (see Create a knowledge article). If the Article Validity �eld is blank,
the date in the Valid to �eld date is set to January 1, 2100.

An image that provides a visual reference to describe the knowledge base. This image is displayed next to
Icon
all articles from this knowledge base in the article search results page.

Disable commenting Option to disable commenting. If selected, users cannot comment on articles in the knowledge base.

Option to disable edit suggestions. If selected, users cannot suggest edits to articles in the knowledge
Disable suggesting
base.

Option to disable editing of knowledge categories. If selected, only knowledge managers can add or edit
Disable category editing
knowledge categories for the knowledge base.

Option to disable the rating for knowledge articles. If selected, users cannot rate the article in the
Disable rating
knowledge base.

Option to disable the mark as helpful. If selected, user cannot mark any article as helpful in the knowledge
Disable mark as helpful
base.

Option to enable the knowledge blocks feature. If selected, you can create knowledge blocks to add to
Enable blocks
knowledge articles within a knowledge base.

Checklist Checklist to evaluate the quality of articles in the knowledge base.

Application scope of the knowledge base.

Application Note: This �eld is automatically set to the application selected in the application picker. For
information about a scoped knowledge base, see Scoped knowledge bases.

The user responsible for the knowledge base. A knowledge base owner can assign other roles to the
Owner
knowledge base.

Managers Users who perform administrative functions on the knowledge base.

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Field Description

The work�ow for publishing the articles in the knowledge base.

◦ Knowledge - Instant Publish: publishes articles in the knowledge base without requiring an

Publish work�ow approval.

◦ Knowledge - Approval Publish: requests approval from the manager of the knowledge base before
moving the articles to the published state.

The work�ow for retiring the articles in the knowledge base.

◦ Knowledge - Instant Retire: retires articles in the knowledge base without requiring an approval.
Retire work�ow
◦ Knowledge - Approval Retire: requests approval from the manager of the knowledge base before
moving the articles to the retired state.

Option to indicate that the knowledge base is active. If not selected, only users with the admin role or
Active
knowledge administrators can create, search for, or view its articles.

Description A short description to describe the knowledge base.

Set default knowledge �eld values Default con�guration settings for the knowledge base.

Related products List of products related to the knowledge base content.

Option to enable creating translation tasks automatically after an article is published. If this option is
selected, when a knowledge article is published in this knowledge base, translation tasks are automatically
created for the con�gured languages.
Auto-create translation tasks
This �eld appears only when the translation management feature and
glide.knowman.translation.enable_translation_task property are enabled. For more
information, see Translation management and Knowledge Management properties.

Languages enabled for the knowledge articles in this knowledge base.

If your system has more languages, use this option to select only those languages in which you want to
translate knowledge articles in this knowledge base.

You can add more languages later. However, you can remove languages only when no knowledge articles
Languages
exist in that language.

This �eld appears only when the translation management feature and
glide.knowman.translation.enable_translation_task property are enabled. For more
information, see Translation management and Knowledge Management properties.

4. Right-click the form header and click Save.

5. In the related list section, view or con�gure the following items related to the knowledge base:

Name Description

Knowledge List of knowledge articles stored in this knowledge base.

List of user criteria that grants read access and enables user matching the criteria to read articles in a
knowledge base.

Can Read
Note: It is recommended to assign appropriate user criteria to secure read access. See, Select user
criteria for a knowledge base.

List of user criteria that grants contribute access and enables user matching the criteria to create and
modify articles in a knowledge base.

Can Contribute
Note: It is recommended to assign appropriate user criteria to secure contribute access. See,
Select user criteria for a knowledge base.

If you have activated the Knowledge Management Advanced (com.snc.knowledge_advanced) plugin, the
Article Templates related list is displayed.

If there are article templates in the related list, articles in that knowledge base can only be created using
one of the article templates listed.

Article Templates If the Article Templates related list is empty, articles can be created using any article template.
Click Edit to map article templates to the knowledge base.

Note: Admins, knowledge admins, and knowledge managers can edit the article templates for the
knowledge base.

List of knowledge articles that appear in the homepage Featured Content section based on the
Featured Content
corresponding keyword search set for each article.

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Name Description

List of knowledge categories associated with this knowledge base.

Knowledge Categories Note: If the category is marked as inactive then you can't associate articles to the category.
However, it does not have any effect on the existing articles of that category.

6. Click Submit.

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