Hi there,

Accessing of Knowledge Management module in Microsoft Word is introduced in Paris release.

One can access Knowledge Management of ServiceNow from Word by deploying the Knowledge Management - Add-in for Microsoft Word.

Using this add-in, we can Create, Edit and Publish the articles.

*** Once article is Published, Workflow will be under Review if the article has valid approvals.The access is dependent on the roles assigned to the user.

Prerequisites: Need an admin role to deploy the Manifest file in Office365.

Note:
The KM add-in for MS Word is accessible only in MS Office online. We cannot access this add-in on desktop MS Word app.

Let us look on step-by-step process to access KM on MS Word.

Step 1: Activate the plugin in ServiceNow Activate the plugin for Knowledge Management - Add-in for Microsoft Word in ServiceNow.

System Applications > All Available Applications > All.

Step 2: Download Manifest file. In the Filter navigator,

ServiceNow Add-Ins for Office > Office Add-In-Manifests>Click on Knowledge Management>Download Manifest.

Step 3: Deploy the Knowledge Management - Add-in for Microsoft Word. Log in to Office 365 in any browser and click the Admin link to access the Microsoft 365 Admin Center.

App Launcher > Click on Admin > Settings > Services & Add-ins > Click on Deploy Add-In > Click Next >Click on Upload file > Upload downloaded Manifest.xml file> Click Next > You can choose to deploy to all Office 365 users, specific users of groups that you have already defined, or just to yourself.

Step 4: Add the add-in to MS Word.

Click on MS Word > Blank Document > Search “Add-Ins” > Select top search > Admin Managed > Select Knowledge Management > Add.

Now you can see the add-in in MS Word.

Step 5: Configuration at ServiceNow instance.

Property sn_km_Word.glide.knowman.Word.xframe is used to specify the parent domains. For example, to enter the Microsoft SharePoint and Microsoft OneDrive domains: https://sitename.sharepoint.com,https://sitename-my.sharepoint.com,https://word-edit.officeapps.live.com Kindly check the below mentioned link for more details on Manifest File validation.

https://support.servicenow.com/kb?id=kb%5Farticle%5Fview&sysparm%5Farticle=KB0860916

Step 6: Using Knowledge Management add-in for MS Word.

***If you have SSO set up this will automatically redirect you to ServiceNow Knowledge Management.

Click on Login to ServiceNow > Opens new Window with ServiceNow login > Enter Credentials and Login

There you are!!!!You configured the ServiceNow Knowledge Management - Add-in for Microsoft Word successfully.

With this add-in you can draft the KB article both in online MS Word as well as on ServiceNow native app.To edit the article at native app, we can use the “Unlink from Word” under Related Links.

Note: I configured using my PDI(Quebec version) with my Office 365 business account.

Thank you,

Ranganayaki.