Skip to tutorial content
Rate module 4.0/5 (1)

Creating Articles

3 min read
On this page

In this lesson, you will learn:

  • How to create a knowledge article
  • The key fields on an article
  • How to create an article from a resolved incident
  • Tips for writing articles people can use

1 Writing an article

You have the SNWR IT knowledge base from Lesson 25.1. Now let’s fill it with an article. ✍️

A new knowledge article form. 1: Knowledge base, SNWR IT. 2: Category, Email. 3: Short description, the article title, How to set up email on your phone. 4: Article body with numbered steps. 5: Meta, extra search words like mobile, outlook, and iPhone. 6: Valid to, the date when the article should be checked again. Buttons at the top: Save and Publish.
Figure 1. The key fields of a knowledge article.
  1. Go to Knowledge > Articles > Create New.
  2. Pick the Knowledge base and Category.
  3. Type the Short description. This is the article’s title.
  4. Write the Article body: short steps, pictures if they help.
  5. Add Meta words to help search, like other names people use.
  6. Click Submit (it saves as a draft), then Publish when ready (Lesson 25.3).
Field What it does
Short description The title people see in search results
Article body The help content itself
Meta Extra keywords for search. Not shown to readers
Valid to The date when the article should be reviewed or retired

2 From incident to article

The best articles come from real problems that were solved. When an agent resolves an incident, they can turn the fix into an article:

  • On the incident, tick Knowledge before resolving. ServiceNow creates a draft article from the resolution notes.
  • Or use the incident’s context menu to Create Knowledge (the exact name can differ by release).

💡 Good to know: Agents can also attach an article to an incident. It shows the caller the answer, and helps reports show which articles solve the most issues.

3 Writing tips

  • Title = the problem. “Email not syncing on phone”, not “Mobile mail config v2”.
  • Short steps. One action per step.
  • Plain words. Write for the person who’s stuck.
  • One topic per article. Split long articles.
  • Keep it fresh. Set Valid to, and update old steps.

⭐ Remember: A good article answers one question, in short steps, with a clear title.

4 Let’s try it: your first article

  1. Create an article in SNWR IT > Email: “How to set up email on your phone”.
  2. Write 4 short steps. Add Meta words: mobile, iphone, android.
  3. Submit it. What workflow state is it in?
  4. Open a resolved incident and look for the Knowledge checkbox.

5 Quick recap

  • Create articles in Knowledge > Articles > Create New
  • Key fields: knowledge base, category, short description, body, meta, valid to
  • Turn solved incidents into articles with the Knowledge checkbox
  • Good articles have clear titles and short steps

6 Check yourself

Think of your answer first. Then tap to check.

1 Which field is the article’s title? Show answer

Short description.

2 People search “outlook” but your article says “email”. How can you help search find it? Show answer

Add “outlook” to the Meta field.

3 How can an agent turn a solved incident into an article? Show answer

Tick the Knowledge checkbox on the incident before resolving it.

Nice work! You finished this lesson. 🎉

Was this lesson helpful?

Have a question or doubt?

Ask here and get help from instructors and fellow learners.

0 / 300

Only logged-in learners can post.