ServiceNow Knowledge Article Template and Writing Standard
Write articles that resolve issues without a ticket.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Write a knowledge article standard and one example. Common issues: [COMMON_ISSUES]. Audience (staff, customers, agents): [AUDIENCE]. Systems involved: [SYSTEMS]. Review owners: [REVIEW_OWNERS]. Example issue: [EXAMPLE_ISSUE]. Create a template: title phrased as the user's problem, short summary, symptoms, cause if known, resolution steps (numbered, one action each, with the expected result), when to contact support and what to include, related articles, owner, review date and version. Write the example article in about 150 words using only my details with [ADD] for gaps. Provide a style guide with accessibility guidance (headings, plain language, descriptive links), a ten-item review checklist including a test by someone who has not seen the issue (every article should be tested by following it as a newcomer), and a lifecycle (draft, review, publish, retire) with roles author, reviewer, approver and owner and review period by article type. Explain linking articles to incident categories so agents suggest them [VERIFY] and collecting feedback. Measures: views, helpfulness, and tickets avoided as a rough estimate only. Configuration differs between instances, so label any field name or process step you are unsure of [VERIFY] and ask the administrator to confirm it.
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