I attended the Growing and Maintaining your Knowledge Base session led by Julia Lloyd and Jennifer Dell-Ernstrom while at Knowledge14. I was surprised to hear that many of her session attendees were not aware aware that templates are available for Knowledge. This is a key feature for the work I do as Sr. Mgr of KM at ServiceNow.

The templates are fairly simple to create if you know a little CSS. As a tip, make sure you don't go template crazy. A few well thought templates could go a long way. If you end up with too many, people struggle to choose which template to go with.

I thought I'd give you an idea of what our templates look like. For example, here is a look at our Solutions template, we often use for external publishing.

Here's an example of one of our templates we use for internal processes:

The internal process template has other sections that are not visible due to screen size/capture issues, but you can see from the Contents section what the other sections contain.

Are you using templates? What do your templates look like?

Hope you enjoyed a quick look at how we're implementing templates at ServiceNow.

Mike Beck, Dorothy , Tara Pyne, I thought you might find this interesting.