Feature request: Use internal facing knowledge to write articles but NOT serve knowledge in bot

This is a big one for us as well! Great idea.

Great idea Jennifer! @jbentahir where is this internal knowledge stored for your team? I’m also curious to know if your service desk team has used knowledge studio and/or if you’ve given them a demo? 😊 Any feedback they’ve shared about the product? 

Our internal knowledge for helpdesk is in Service Now. We have several helpdesk team members on the preview as well. Any feedback they have given so far has been shared. One new one today though was if we could say use 80% internal knowledge and 20% tickets (be able to dial in each source)

This is awesome. In general this theme of “being able to dial in each source” is something that has come up a few times (whether with existing user-facing KB, FAQ, or in this case internal-facing articles), definitely an area that we’re exploring to make search and generation better within the product. 

@jbentahir how/where are these stored in Service Now? I assume these internal only articles live in a different place than where your employee articles that show up your bot live? 

@aparra  internal knowledge is in SNOW KB and the customer facing is in SharePoint. So they are two separate locations. 

Got it. Thanks for the clarification @jbentahir . 

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