How to Search the Knowledge Base
As a Customer or Service Technician
Get to ServiceNow Knowledge via either of the “Knowledge” choices found under Self Service or Service Desk in your left hand menu (see blue arrows below).
Once you’ve selected either one of these, you’ll be taken to Knowledge. If you’d like to see all the Knowledge contained in the CSS-IT Knowledge base, click on the CSS-IT header (see red arrow below)
Once you’ve made this selection, you’ll find the complete list of CSS-IT Knowledge articles separated by categories. To see all the categories simply scroll down the page. To view all the Knowledge articles in a particular category, select “View all items”, a link which is included at the bottom of each category (see red arrows below)
To search for a Knowledge article, use the search bar to type out the Search terms. In the example below, “How do” is the search term. Next, identify the correct Topic, in this case CSS-IT, and, in this example the selection “All” has been made for the Category. Press Enter.
At this point, a listing of all the Knowledge articles with “How do” included in the title or body of the article will appear, and you select the one to you’d like to view.
To search for a Knowledge article from a specific category, specify the category by selecting it from the pick list.