Knowledge Management in Service Operations Workspace

Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.

An agent can work on the agent's published and unpublished articles, feedback tasks, flagged tasks, and translation tasks. For information about knowledge articles, see Using Knowledge Management.

Note: The list of agent's translation tasks is available only when the I18N: Knowledge Management Internationalization Plugin v2 plugin (com.glideapp.knowledge.i18n2) is activated.

Agents can also use knowledge blocks to reuse content within knowledge articles. For information about knowledge blocks, see Knowledge blocks.

Note: The list of knowledge blocks is available only when the Knowledge Blocks plugin (com.snc.knowledge_blocks) is activated.

• Work on a knowledge article in Service Operations Workspace
  Share information across your organization using a knowledge article.

Parent Topic:Managing IT services in your organization

Related topics

Major Incident Management in Service Operations Workspace

On-Call Scheduling in Service Operations Workspace

Problem Management in Service Operations Workspace

Recommendation Framework in Service Operations Workspace

Recommended Actions for ITSM in Service Operations Workspace

ServiceNow integrations with Microsoft Teams in Service Operations Workspace

Service Level Management in Service Operations Workspace

Walk-up Experience management in Service Operations Workspace

Collaboration in Service Operations Workspace

Computer Telephony Integration in Service Operations Workspace

Universal Request in Service Operations Workspace

Universal Task in Service Operations Workspace

Resetting password using Service-desk assisted Password Reset in Service Operations Workspace