Create and use Knowledge Blocks


Steps to create and add a Knowledge Block to a Knowledge Base Article (KBA) in ServiceNow. 

Critical Concepts

Steps to Take

Enable Knowledge Blocks in a Knowledge Base

Role required: Knowledge Base Owner / ServiceNow Administrator

Knowledge Blocks must be enabled in the desired Knowledge Base in order to be used. The Knowledge Base Owner can set this value on the Knowledge Base.

  1. Navigate to Knowledge > Administration> Knowledge Bases
  2. Select the Knowledge Base you are an owner of
  3. Check the "Enable Blocks" checkbox
  4. Update the record

Create a Knowledge Block

Role required: Knowledge Base Contributor

Creating a Knowledge Block is very similar to creating a new article. Please see the Formatting topic page for information on formatting Knowledge Articles.

  1. Navigate to Knowledge > Knowledge Blocks > Create New Block
  2. Select the Knowledge Base you wish the block to live in
  3. Set Can Read & Cannot Read user criteria. See the Block Visibility Flowchart for more information on how the system determine if you can or cannot read a block.

Add a Knowledge Block to a KBA

Role required: Knowledge Base Contributor

Both the article and the block must be in the same Knowledge Base.

  1. Navigate to Knowledge > Articles > All, and select the article you'd like to add a block to
  2. Make sure the article is checked out in an editable state
  3. In the header, click the "Add Blocks" button. The "Add Blocks" panel will appear.
  4. Search for a block using keywords or by clicking the "Advanced Search" button. Click the "Insert" button once you have found the block you want to add to the article.
  5. The block will appear in the body of the article as a panel. You can use your mouse to click and drag to position the block where you want in the article body. To remove the block, click on it and hit the "Delete" key.

Block Visibility Flowchart

Flow map of Knowledge Block workflow

If you still have questions or need additional assistance, please submit a ticket or call the ITS Service Desk at (858) 246-4357