Overview of the "FAQ" knowledge template in ServiceNow


Aside from base-level fields, like "Short description", that are in all knowledge articles, the "FAQ" template for knowledge articles has two unique fields:

  • Question
  • Answer

Please review the information below for details about these two fields.

NOTE: You may see other fields, depending on your group memberships.

example screenshot


"Question" field

Type the question that you anticipate your audience having. Try to present this in your audience's context (that is, think from their point of view).

"Answer" field

Provide the answer to the question.