> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.configbot.ai/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# ConfigBot for ServiceNow – Knowledge Management

Knowledge Management for ServiceNow simplifies the management of knowledge-related configurations by centralizing Knowledge Bases, Categories, Articles, Article Publish/Retire settings, AQI Checklists, and Checklist Questions in a single, intuitive spreadsheet interface. 

Using this module, users can efficiently fetch all related records from the instance in one execution and create new configurations seamlessly. It also allows defining user criteria and managing all associated configurations in a single view, ensuring faster setup, improved accuracy, and consistent knowledge of governance across the platform. 

The following article explains how to use the Knowledge Management module in ConfigBot to perform different operations. 
 
**Step 1: Log in to ConfigBot** 

Enter your username and password, then click Submit to access the portal. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_i7sias.png)

**Step 2: Access the Knowledge Management Module:** 

From the Home Screen, Navigate to Knowledge Management and click on the Knowledge Management module tile. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_119kxlq.png)

**Step 3: Create a New Iteration:** 

Click the Add New Iteration button 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_o4m9aq.png)

 
* Enter the Iteration Number 
* Select the Workspace or ADD NEW Workspace  
* Enter Host Address  
* Choose the Instance Type  
* Enter your Company ID and Username  
* Add a short Description  

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1sjejuq.png)

After filling in all details, click Submit to create your iteration. 
 
**Step 4: Set the Filter Configuration:** 

Once the iteration is created, open the workbook

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_odiq05.png)

Navigate to Config Sheet and select filter type, in fig below, I have selected fetch All filter type so it will fetch all records present in the instance 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_18boyt2.png)

You can also select other filters type   
* Fetch All: will fetched all the records from the instance  
* Fetch All, except these: will fetch all records except those that are mentioned in the next column.  
* Fetch Only: will fetch the records that are mentioned in the next column.  
* Fetch Active Only: will only fetch active records.  
* Fetch In Active Only: will only fetch inactive records.  
* Fetch By Query: will only fetch records that are associated with the query 
 
Or you can use the Dependent Functionality by selecting **"Yes"** in Column D **"Dependent"** 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_xh6lmn.png)

When Dependent is set to Yes, records are fetched based on their parent record. This ensures that only the child records associated with the selected parent configuration are retrieved. 

**Dependency Relationships:** 

Knowledge base → Records are fetched using the configured filter. 
* Knowledge Category → Records are fetched based on the related Knowledge base records. 
* Knowledge blocks → Records are fetched based on the related Knowledge base records. 
* Knowledge blocks Publish Retire → Records are fetched based on the related Knowledge blocks records. 
* Knowledge Articles → Records are fetched based on the related Knowledge base records. 
* Knowledge Articles Publish Retire → Records are fetched based on the related Knowledge Articles records. 
* AQI Checklist → Records are fetched based on the related Knowledge base records. 
* Checklist Questions → Records are fetched based on the related AQI Checklist records. 
 
**Step 5: Generate Workbook** 

Once the iteration is created, click on the Hamburger Menu and select Generate workbook. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1etesdc.png)


**In the pop-up window:**  
* Enter your ServiceNow password  
* Add any execution notes (optional)  
* In Advanced Options, Select All box to Generate workbook. 
* Click Confirm and Start to process execution 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_zf1eq1.png)

This step prepares the workbook with the basic configuration setup and backfilled the data from ServiceNow instance. 
 
**Step 6: Review Results** 

Once the status shows Complete, open the generated workbook, and navigate to each sheet to see the data backfilled successfully from the instance.

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1avekmo.png)
 
**Automation (Configure Records using ConfigBot):** 

**Step 1: Open Generated Workbook:** 

* Click on sheet icon to open generated workbook
* Navigate to the desired Sheet
* Create and configure the records. 

**To** **Start** **Configuration** for **Automation:**

**Step 1:** Create a AQI Checklist. Fill in the required fields such as Name, Description, Scope to create a valid AQI Checklist. 


![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1ufvjux.png)
 
**Step 2:** Create a Checklist Questions. Fill in the required fields such as **AQI Checklist, Question**, **Description**, and other mandatory details to create a valid Checklist Questions. 

**Note:** You can attach the recent created AQI Checklist from the Highlighted Dropdown 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1ogs3bs.png)

**Step 3:** Create a knowledge base. Fill in the required fields such as Name, Description, Managers, and other mandatory details to create a valid Knowledge Base. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_n353qd.png)

**Note:** You can attach the recent created AQI Checklist from the Highlighted Dropdown 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1az8s6k.png)

**Step 4:** Navigate to Knowledge Category sheet, if required. Create Category, Fill all the required fields such as Knowledge base, Knowledge category, Label and others. 

Note: You can also attach the recent created Knowledge Base from the Highlighted Dropdown, or you can also make child category by choosing from parent table. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1es5s7.png)

**Step 5:** Navigate to Knowledge blocks Sheet, if required. Create a knowledge block, also fill all the required fields to create a valid knowledge record. 

**Note:** You can also attach the newly created Knowledge Base and knowledge Category from the respective Dropdown. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1r72s7i.png)

**Step 6:** Navigate to the **Config** sheet. Set the **Update to publish** to **'Yes'.** So, it will auto-populate the knowledge block and knowledge Article publish retire sheet after the automation runs, it will allow you to change the state of your knowledge block and article such as draft, publish, retire, etc. 

As when we create the article or block, it will go as draft state, by setting this column to yes, you can publish your respective knowledge block or article during the execution process in one go.

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1cqq0z6.png)

**Step 7:** Navigate to the **Knowledge Articles** sheet, if required. Create a Knowledge Article. Populate the required fields such as **Knowledge base**, **Category**, **Short Description**, and any other mandatory fields to create a valid Knowledge Article. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_2w5jmo.png)
 
**Step 9:** Finally, navigate to the **Config** sheet. Set **Maintain Update Set** to **Yes** and enter the desired **Update Set Name**.**Note:** Make sure to pending the status of each record before running automation. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1k1s7i4.png)

 
**Step 2: Start Configuration** 

Once your configuration data is set:  
* Return to your Workspace in ConfigBot.  
* Click the Hamburger Menu and select Request Reprocess. 
 
![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_ov3k7l.png)
Click the Hamburger Menu again and select Start Configuration 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_18vdeea.png)

**In the pop-up window:** 
* Enter your ServiceNow password 
* Add any notes 
* Select the checkbox “Select All”
* Click Confirm and Start to execute 
 
 ![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_5kj5j0.png)

 
**Step 3: Monitor Progress** 

You can click the Information logs (🛈) icon on your iteration to monitor the processing status in real time. 
 
![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1m5gcw8.png)
![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1fy290r.png)

Once the execution Complete, proceed to review your results. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1buzk9o.png)![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_137ksrw.png)

You will notice highlights across multiple tabs: 
* **Red Highlights** → Indicate **configuration differences** between the values currently maintained in the sheet and those available in the ServiceNow instance. These highlights help identify areas where changes have been made or where the configurations are not aligned. 
* **Green Highlights** → Indicate **matching configuration** values between the sheet and the ServiceNow instance, confirming that no configuration changes have been identified. 

Here you can see that after automation the Knowledge Block record automatically populated in Knowledge Block Publish retire Sheet and Updated with Published state.
![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1flnt7s.png) 

**Validation (Validate Configuration Changes from the sheet):** 

**Step 1: Open the Generated workbook** 

Click on the sheet icon to open the generated workbook 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1pb3mm1.png)
**Step 2: Change the status to Pending**  

Navigate to the desired sheet for which you want to validate the data and change the **Processing Status** to **“Pending”** 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_t20ikg.png)
![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1owzy9y.png)

**Step 3 – Start Execution (Validation)** 

Once the Processing Status is set to “Pending, close the workbook and navigate back to workspace 
Click on the hamburger menu icon and select “Request Reprocess” 


![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1k56blv.png)

Click on the hamburger menu icon one more time and now select “Start Validation” 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_3flafc.png)

**In the pop-up window:** 
* Enter your ServiceNow instance password. 
* Add any execution notes 
* Select the checkbox for the desired sheet 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_gelpto.png)
 
Click Confirm and Start After Configuration. 
 
**Step 4: Review Results:** 

Once the execution status changes to **Complete**, open the generated workbook. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_14mjq0y.png)

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_f0nxou.png)

You will notice highlights across multiple tabs: 
* **Red Highlights** → Indicate **configuration differences** between the values currently maintained in the sheet and those available in the ServiceNow instance. These highlights help identify areas where changes have been made or where the configurations are not aligned.	 
* **Green Highlights** → Indicate **matching configuration** values between the sheet and the ServiceNow instance, confirming that no configuration changes have been identified. 
 
**Compare (Compare Between Two Executions):** 

**Step 1 – Should have two Generated Workbooks**   

Ensure that you have two workbooks generated.

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_129cnv8.png)

**Step 2 – To Start Compare Execution:** 

Click on the hamburger menu icon and select “Request Reprocess” 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_n8fapc.png)

Click on the hamburger menu icon one more time and now select “Compare iteration” 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_cywb61.png)

**In the pop-up window:** 
* Select the iteration you want to compare against. 
* Click Confirm and Start to start the execution process. 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_hoolga.png)

Once the status shows complete, open the workbook and navigate to each sheet to see the changes 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_yjupgv.png)

You can notice highlights across multiple tabs: 
* Red Highlights – Indicate differences between the two iterations. 
* Green Highlights – Indicate matching values across both workbooks. 

These color-coded results allow you to instantly identify what has changed or remained consistent between the two ServiceNow instances. 

Or we can also Navigate to the “Compare Summary” Sheet, to find the differences 

![](https://storage.crisp.chat/users/helpdesk/website/-/4/3/b/7/43b7e9fbd033000/image_1vum208.png)


This Sheet provides a quick and reliable way to verify data consistency between executions. Instead of manually inspecting records, you can visualize differences and matches in a structured tabular form. 

**Thank You!**