Knowledge Article View - IT Service Desk (2024)

FAQs

How do I view a knowledge article in ServiceNow? ›

You can search for knowledge articles in ServiceNow using either the Global Search or Through the Knowledge section. Please see below for information on both methods. Search tips: Use the * character as a wildcard before your search term to help find results that contain the term (i.e. *email)

Actually, they expect two things. They expect you to resolve their issue and they expect you to resolve it promptly. This means every time your agents answer a call, they are dealing with a caller who has two expectations of the call before a single word has been spoken.

The most common important skills required by employers are Computer Science, Troubleshooting, Microsoft Windows, MS Office, Detail Oriented, Collaboration and Ticketing Systems.

An IT service desk assists customers with incident resolution or service request management, it creates and manages departmental knowledge, it offers self-service for customers who want to resolve incidents quickly and independently, and it provides metrics on the team and the tool's effectiveness.

In the process of creating knowledge article, we have two types of article type-HTML and WIKI.

As a fulfiller, you can edit a knowledge article by clicking the Edit button at the top of any article. You must be logged in to the fulfiller view of ServiceNow for this option to be available.

But no matter how well you treat your helpdesk staff, some level of turnover comes with the territory. It is an inevitable part of managing people. The technical service and IT support industry's average turnover rate is close to 40% per year .

Service desks in the future will integrate with expansive human and automated partner networks to solve niche problems quickly. By utilizing ecosystems of human and AI partners, service desks can provide the necessary support for each situation.

Which is the most important skill required by service desk staff? ›

Problem-solving skills serve as the bedrock for resolving technical issues efficiently and effectively. With a keen analytical mindset, service desk agents adeptly diagnose and troubleshoot many IT-related problems, ranging from software glitches to hardware malfunctions.

What Are The Benefits Of Using An IT Service Desk? An IT service desk can help you streamline operations, align IT and business processes, make decisions based on accurate data, and have complete control over your assets.

Service desks are where your employees go if they need something fixed. They traditionally support a company's technology infrastructure. Help desks are where customers and employees go to get answers about your company's products or services, including solutions to any IT outages or end-user issues.

The service desk is a key function of service operation. It provides a single, central point of contact for all users of IT. Service desk staff execute the incident management and request fulfillment processes to restore normal service to users as quickly as possible.

Navigate to Knowledge > Administration > Knowledge Bases. Select the knowledge base you want to make public. Go to the Can Read section or tab and remove any entries from the list. Everyone gets read permission on all articles in that knowledge base.

For exporting the knowledge articles with images, open the knowledge article in the printer-friendly version and then export it to PDF. To open a knowledge article in printer-friendly version, you can either select 'Printer-friendly version' from the system settings or you can append sysparm_media=print to the URL.

Right click on your name and select Approve, or click the checkbox next to your name, click the Action on Selected Rows dropdown menu, and select Approve or Reject. Only one approver needs to approve an article for it to be published.