This week's podcast features servicenowkevin as he talks about how we use the Knowledge Base application on HI (the ServiceNow Customer Support instance) to provide searchable, high-quality content to customers.

This episode covers:

• Tagging and search optimization
• Pinning articles
• Reports
• Multiple-KB function (NEW in UI16!)
• Article view properties
• Feedback Mechanism
• Sneak peek at Knowledge 16

For more information on Knowledge Management, see:

• Product Documentation: Knowledge Management
• Product Documentation: Knowledge Administration
• ServiceNow KB: Viewing Knowledge Base articles (KB0538987)
• ServiceNow KB: Viewing public knowledge base articles (KB0540403)

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