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ServiceNow Knowledge Base Article Style Guide

Table of Contents

 

Add an article heading

Use Heading 1 from the drop down menu for the main article heading.

heading 1

Subheadings

Use Heading 2 from the drop down menu for the first subheading, then Heading 3 for the next and so on.

 

Add paragraph text

Paragraph text to be formatted using Paragraph from the drop down menu.

 

Add an image

There is no specific image format, your images can be .jpg, .bmp, .png etc.

However, the image must be inserted into the text area by using the Insert/Edit Image button, then selecting Attachment.
(Attachment is preferred over adding an image to the Service Now Image Library, so that images are associated to the each individual article, ensuring easier management of images.)

Please don't drag and drop images into the Service Now text area, as they will not be associated to the article correctly.

  1. Click Insert/edit image.

    Insert or edit image icon
  2. Set the Type as Attachment.
  3. Click Browse, select your image, then click Open.
  4. Click Attach.
  5. Add a description of the image in the Alt field (used for screen readers).

    Insert or modify image window

 

Add a video

A video can be embedded in a Knowledge Article, see:

It is recommended that when you embed YouTube videos, to not show suggested videos when the video finishes.

 

Add a link

  1. Click the Insert/Edit link button to add a link to another KB article or web page.

    Insert or edit link icon
  2. Enter the URL for the link - it is recommended to set the target to new_window, so that the link will open in a new tab.



    If you manually type the link rather than copy it from the address bar of a web browser, you will need to add the protocol (eg. https://) at the front of the URL.
    For example - https://www.deakin.edu.au

    Without the protocol, ServiceNow will treat the URL as a relative link.

 

Use numbered/ordered lists

Numbered lists are to be used for stepped processes. Bullet-ed lists are used for options or alternatives within a step. For example:

  1. Highlight the email(s) you wish to store, right-click them and select Copy:
    • You can select all email within a folder by highlighting the first email, then pressing Ctrl + A.
    • You can select multiple individual emails by holding down the Ctrl key and clicking each email you wish to select.

 

What is semantic HTML and format separation?

  • HTML is:
    • The content.
    • What type of content it is.
  • CSS is:
    • How it looks.
    • How it is laid out.

See the full overview of semantic HTML

 

Use CSS tags to wrap content in a "Note", "Info", "Warning" or "Tip" box

    1. Use the source code button and edit the HTML code to wrap important text inside a Note, Info, Warning, or Tip box.

      source code icon
Code Example Usage

<aside class="note">

<p>TEXT HERE</p>

</aside>

*"note" and "info" will appear the same when the article is displayed in Intelliresponse.

 

<aside class="info">

<p>TEXT HERE</p>

</aside>

*"note" and "info" will appear the same when the article is displayed in Intelliresponse.

<aside class="warning">

<p>TEXT HERE</p>

</aside>

<aside class="tip">

<p>TEXT HERE</p>

</aside>


Note: The formatting in the above table will only be visible after the KB article has been published. You will not see it in the submission or review process!

 

Add an on-screen reference

Bolding can be used to indicate GUI labels and links. Mark up the content you want to display as Bold using the "B" button within the editor.

Use the name as it appears in the interface where possible (e.g. the Settings page), taking care to use the exact capitalisation that’s used in the interface. If the interface element you’re referring to doesn’t have a name, describe it (e.g. Select eduroam from the list of networks that displays).

This way, the instructions will make sense whether or not the user has the interface open at the time they’re reading the instruction.

 

Use consistent references

If a similar process is used, or item is described in multiple articles (e.g. eduroam, junos pulse etc. are mentioned in numerous wireless connection articles), use the same phrase across those articles as appropriate.

This will help indicate to users of one article that the process is familiar to them if they read other articles - it’s not a new process that they need to learn.

 

More Information

 


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