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Task 4 Solution

The document outlines the steps to update a Knowledge Base by creating a new category for sFone articles and enabling automatic publishing for the IT Knowledge Base. It details the creation of two articles: one for requesters on how to order an sFone and another for fulfillers on supporting sFone requests, including applying role security to the latter. Verification steps are also provided to confirm the successful publication of the articles.

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hariharan91002
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6 views

Task 4 Solution

The document outlines the steps to update a Knowledge Base by creating a new category for sFone articles and enabling automatic publishing for the IT Knowledge Base. It details the creation of two articles: one for requesters on how to order an sFone and another for fulfillers on supporting sFone requests, including applying role security to the latter. Verification steps are also provided to confirm the successful publication of the articles.

Uploaded by

hariharan91002
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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Capstone Project: Task 4 Solution

Update Knowledge Base


Instruction: Populate the Knowledge Base with a new category that will contain two articles to support
internal requesters and fulfillers. Additionally, you will apply company security protocols to ensure
information is accessible only to the appropriate parties.

Note: The publishing and retirement processes for a knowledge article are controlled by
workflows defined for the knowledge base that the article belongs to. You will enable
automatic publishing for the IT Knowledge Base. Refer to Module 5: Configure Self Service

A. Enable Automatic Publish


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

2. Select the IT Knowledge Base.

3. Change the Publish workflow field to Knowledge – Instant Publish.

4. Select Update.

B. Create a New IT Knowledge Base Category


1. Navigate to All > Knowledge > Articles > Create New.

2. In the Knowledge base field, select IT.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved
C. Add a new sFone category:
1. Select the reference icon next to the Category field. The Category picker will appear.

2. Select the + that displays at the bottom of the first column in the Category picker

3. Type sFone.

4. Select OK.

D. Create the Requester Article


Now you will create the first article from this Knowledge Base record.

1. Type a short description: Requesting an sFone from the Service Catalog

2. Type the following content into the Article Body field:

To request an sFone, navigate to All > Self-Service > Service Catalog. Then, select the Mobile
category and locate the Strawberry sFone item. You may also use the Service Catalog search
field to locate the item. Select the Strawberry sFone item name to open the ordering screen
where you can customize your request. Once satisfied, select Order Now.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved
3. Right-click the form header, then Save the article.

4. Select Publish.

Note: No roles were specified, so any user who has access to the IT Knowledge Base will be
able to view this article.

E. Create the Fulfiller Article


Create another article to be used by the Strawberry Support group for troubleshooting Service Catalog
requests.
1. Navigate to All > Knowledge > Articles > Create New.

2. In the Knowledge Base field, select IT.

3. In the Category field select sFone.

4. Type a short description: Supporting sFone Service Catalog Requests.

5. Type the following content into the Text field:

If the requester has a question about requesting an sFone, redirect them to the Knowledge Base
article: Requesting an sFone from the Service Catalog.

If the requester has placed an order and would like to know about their request, direct them to
Employee Center. From Employee Center, they can select My Requests to review the status.

6. Right-click the form header, then Save the article.

F. Apply Role Security to the Fulfiller Article


1. From the Knowledge Base article record right-click on the form header, then select
Configure > Form Layout.

2. Add the Roles field to the Selected column.

3. Place the Roles field under Article type.

4. Select Save.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved
5. Select the edit icon (pencil icon) next to the Roles field.

6. Add the itil role to the Selected column, then select Done.

7. Ensure the itil role appears under Roles in the Knowledge record, then select Publish.

Note: Adding the itil role limits who can view the article. In this example, only those users with
the itil role will see the article. The same result could be accomplished by creating User
Criteria. With User Criteria, you would configure the article form to determine who Can Read
or Cannot Read the article.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved
TASK VERIFICATION
1. Navigate to All > Knowledge > Articles > Published.

2. Use the Updated column to sort the articles in descending order. There are two published articles
within the sFone category.

Alternative Verification: Rather than search all of the published articles, you may navigate to Self-
Service > Knowledge and then in the search field for All Knowledge Bases, type sFone. Hit the enter key
and both articles will display.

ServiceNow Administration Fundamentals Capstone Project


© 2023 ServiceNow, Inc. All Rights Reserved

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