Workplace knowledge management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • As a workplace admin, you can create knowledge base articles for employees. In the articles, provide information to your employees about workplace services, such as workplace updates, self-help, troubleshoot, and others.

    With the Workplace Service Delivery application, you can create knowledge base articles and display them as wiki pages or HTML pages. The Workplace Service Delivery Knowledge Management is the same as the ServiceNow AI Platform Knowledge Management, for more information, see Configuring Knowledge Management.

    You can perform the following actions on a knowledge base article:
    • Publish the article to make it available to employees.
    • Update the article at any time if necessary.
    • Retire the article if it is no longer required.
    • Republish a retired article if necessary.
    • Delete an article.
    A knowledge base article undergoes the following workflow when it is created:
    • Draft
    • Review
    • Published
    • Pending retirement
    • Retired

    You can add attachments and enable employees to view the attachments individually. If a knowledge base article is relevant only for a short duration, you can specify an end date for the knowledge base article.

    You can view and update the knowledge base articles at any time. You can view published articles, unpublished articles and retired articles separately. You can also republish an article whenever needed.