What is Knowledge Base in ServiceNow?
A knowledge base in ServiceNow is a collection of articles that helps people solve issues themselves and helps agents resolve tickets faster. Each knowledge base has its own owners, publishing process and access rules.
Knowledge bases and articles
Knowledge bases are stored in kb_knowledge_base and articles in kb_knowledge. Most organizations have several knowledge bases, for example IT, HR and an internal one for service desk agents. Articles can be how-tos, FAQs, troubleshooting guides or known error workarounds.
Publishing and lifecycle
Articles move through a lifecycle of Draft, Review, Published and Retired. Each knowledge base can use instant publishing or an approval workflow. Articles have a valid-to date and version history, so content can be reviewed and updated rather than left to go stale.
Who can read and write
Access is controlled with user criteria: “Can read” decides who sees articles, and “Can contribute” decides who can create or edit them. This lets HR articles stay visible only to employees in a certain country, for example.
Knowledge in daily work
Agents can search knowledge directly from an incident and attach the article that solved it, which tracks which articles actually help. Users find articles through the Service Portal, Employee Center, search and Virtual Agent. Feedback and ratings show which articles need improving.
Best practices
Write short articles with clear titles that match the words users search for. Follow Knowledge-Centered Service (KCS) principles: capture knowledge while solving tickets, and improve articles each time they are used. Retire outdated articles regularly so search results stay trustworthy.
Frequently asked questions
Can users create knowledge articles?
Yes, if the knowledge base’s “Can contribute” user criteria allow it. Many organizations let agents draft articles and owners approve them.
How do I keep articles up to date?
Use valid-to dates, ownership groups and feedback reports, and review articles that are frequently flagged or rarely viewed.
Can AI write knowledge articles?
Yes. Now Assist can draft articles from resolved incidents, which should be reviewed before publishing.
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ServiceNow is a trademark of ServiceNow, Inc. This glossary is an independent resource by Sequal Consultancy and is not affiliated with or endorsed by ServiceNow, Inc.