Overview

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While customers are able to view through Bases articles through support.ucsd.edu, agents can take advantage of "Agent View" to search for relevant KB articles.
 

KB Homepage 

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The KB Homepage can be accessed in 2 different ways:

• Go to the navbar to the left > "Self Service" > "Knowledge"
• Go to the navbar to the left > "Knowledge" > "Homepage"

Both options will take you to the list of Knowledge Bases to view within ServiceNow.

Note for ITS:

• IT Services - Change Management is not yet being used 
• IT Services is the customer facing Knowledge Base

Seeing KB by Service Offering 

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Knowledge articles can see by opening up a Service Offering record and viewing the details. The Service Offering record can be viewed by accessing a Case and pressing the information icon to open the record:

In the bottom of the Service Offering information, there will be a tab for "Knowledge" 

Searching KBs

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1. Search by topic at the top right hand corner
   
    
   
   
2. Scroll down to "Whats on the page" and go to "Knowledge & Catalog" to see articles that match your search.
3. Click "Articles" to see the article results