Servicenow Knowledge Article Template Best Practices

Intro

Boost knowledge base efficiency with ServiceNows knowledge article template. Discover best practices for creating effective templates, including clear content structure, concise language, and SEO optimization. Learn how to leverage ServiceNows knowledge management features, streamline content creation, and enhance user experience with relevant keywords and metadata.

As a key component of the ServiceNow platform, knowledge articles play a crucial role in providing users with valuable information and insights to resolve issues and improve overall productivity. However, creating effective knowledge articles requires more than just writing down steps and procedures. In this article, we'll explore the best practices for creating high-quality knowledge articles in ServiceNow, ensuring they are informative, easy to use, and aligned with your organization's objectives.

Understanding the Importance of Knowledge Articles

Knowledge Article Template Best Practices

Knowledge articles serve as a repository of information, containing everything from troubleshooting guides to configuration steps. By creating comprehensive and well-structured knowledge articles, organizations can:

  • Reduce the number of incidents and requests
  • Improve first-call resolution rates
  • Enhance user experience and satisfaction
  • Increase productivity and efficiency

Best Practices for Creating Effective Knowledge Articles

Effective Knowledge Article Creation

To create high-quality knowledge articles, follow these best practices:

1. Define a Clear Structure and Template

  • Establish a standard template for all knowledge articles
  • Use a clear and concise format, including headings, subheadings, and bullet points
  • Ensure easy navigation and readability

2. Use Relevant and Keyword-Rich Titles

  • Craft attention-grabbing titles that accurately reflect the content
  • Include relevant keywords to facilitate search and discovery
  • Keep titles concise and descriptive

3. Write Engaging and Concise Content

  • Use clear and concise language, avoiding jargon and technical terms whenever possible
  • Focus on the essential information, avoiding unnecessary details
  • Use active voice and present tense to make the content more engaging

4. Include Visual Aids and Multimedia Content

  • Use images, diagrams, and screenshots to illustrate complex concepts and steps
  • Incorporate videos and animations to provide additional context and clarity
  • Ensure all visual aids are properly labeled and described

5. Provide Step-by-Step Instructions and Examples

  • Break down complex procedures into simple, easy-to-follow steps
  • Use real-life examples and scenarios to illustrate key concepts
  • Include troubleshooting tips and common mistakes to avoid

6. Ensure Accuracy and Relevance

  • Verify the accuracy and completeness of the information
  • Keep the content up-to-date and relevant to the current version of the software or system
  • Ensure that the information is consistent with other knowledge articles and documentation

7. Use Meta Tags and Categories for Organization

  • Assign relevant meta tags and categories to facilitate search and discovery
  • Use a clear and consistent taxonomy to organize knowledge articles
  • Ensure that the metadata is accurate and up-to-date

Implementing a Knowledge Article Review and Approval Process

Knowledge Article Review and Approval Process

To ensure the quality and accuracy of knowledge articles, implement a review and approval process that includes:

1. Peer Review and Feedback

  • Have subject matter experts review and provide feedback on the content
  • Encourage collaboration and open communication among team members
  • Use feedback to improve the content and address any gaps or inaccuracies

2. Technical Review and Validation

  • Have technical experts review and validate the accuracy of the information
  • Ensure that the content is consistent with other documentation and knowledge articles
  • Verify that the information is up-to-date and relevant to the current version of the software or system

3. Editorial Review and Approval

  • Have an editor review and approve the content for grammar, spelling, and clarity
  • Ensure that the content meets the organization's style and branding guidelines
  • Verify that the content is free of errors and inaccuracies

Measuring the Effectiveness of Knowledge Articles

Measuring Knowledge Article Effectiveness

To measure the effectiveness of knowledge articles, track the following metrics:

1. Article Views and Downloads

  • Monitor the number of views and downloads for each knowledge article
  • Analyze the data to identify popular and frequently accessed articles

2. Search Queries and Results

  • Track the search queries and results to identify gaps and areas for improvement
  • Analyze the data to optimize the content and improve search results

3. User Feedback and Ratings

  • Collect user feedback and ratings to gauge the quality and usefulness of the content
  • Use the feedback to improve the content and address any gaps or inaccuracies

4. Incidents and Requests

  • Monitor the number of incidents and requests related to the knowledge article
  • Analyze the data to identify areas for improvement and optimize the content

Conclusion and Next Steps

Creating high-quality knowledge articles requires careful planning, attention to detail, and a commitment to excellence. By following these best practices and implementing a review and approval process, organizations can create knowledge articles that are informative, easy to use, and aligned with their objectives. Remember to measure the effectiveness of knowledge articles and use the data to optimize the content and improve user experience.

We hope this article has provided valuable insights and best practices for creating high-quality knowledge articles in ServiceNow. By following these guidelines and implementing a review and approval process, organizations can create knowledge articles that are informative, easy to use, and aligned with their objectives.

Jonny Richards

Love Minecraft, my world is there. At VALPO, you can save as a template and then reuse that template wherever you want.