Knowbler for Agents in ServiceNow

Using Knowbler, agents can create knowledge articles faster by gathering and collating the information stored in the incidents. To view the application, open an incident.

View Knowledge Articles

The Knowbler application opens in a new browser window. You can use the search box to find a knowledge article or use one of the filters. There are three filters available:

  • Article Type: Select between All draft articles, My draft articles, In review, and Published articles.

  • Sort: Pick the default sorting; either Newest or Oldest

  • Article Language: View articles in your language.

Share Knowledge Articles

Agents can share published articles by attaching them to incidents or publishing them as incident comments. A third way to share a published article is to copy its URL to the clipboard and share the URL over chat, email, or through any other means.

To view the sharing options, click on the ellipsis and choose from Attach to incident, Copy to clipboard, and Link via incident comment.

Create Knowledge Articles

  1. Click Create Article.

  2. Choose a template.

  3. Edit the data in the mapped fields.

    NOTE 1. Ensure that the Title and URL fields aren't empty. Articles cannot be saved when either of these fields is empty.

  4. Use the rich text editor to draft articles. The enhanced editor offers several formatting options: the ability to insert images, tables, blockquotes, code blocks, and many others.

  5. Alternatively, wait for the title and summary to be auto-generated. The title and description are generated in a matter of a few seconds. This feature works when Knowbler is connected with an LLM. If auto-generate doesn't work in your Knowbler, then ask your admin to set it up.

    • NOTE

      The titles can take a few seconds to generate.

      While the titles are being generated, the URL field and the Save button are disabled

      You can cancel automatic title generation anytime.

  6. Once the draft is ready, save it. The draft is shared with Content Reviewers, if Content Health is turned on. The process of activating Content Health is explained in Configure Advanced Settings in Knowbler

Edit a Knowledge Article Draft

  1. To make changes in an article, click ellipsis ().

  2. Click Save.