Trupeer + ServiceNow: Publish SOPs as Knowledge Articles

Add a Trupeer SOP to a ServiceNow knowledge article

In Trupeer, open the SOP or video you want to share.

1. Click Share, then copy the link or select Embed and copy the embed code.

2. In ServiceNow, open the knowledge base and create or edit a knowledge article.

3. Paste the link into the article body, or add the embed code if your instance allows embedded content.

4. Add the step-by-step text from the Trupeer SOP to the article body, then submit the article for review and publishing.

The SOP will be available to agents and employees wherever the knowledge article appears.

Refer to How do I publish my video? for details on enabling sharing in Trupeer.

Publish SOPs as ServiceNow knowledge articles: record a process once in Trupeer, then add the step-by-step guide and video to a ServiceNow knowledge article, so agents and employees find the right procedure inside the tool they already use.

ServiceNow knowledge bases are where service desk agents look for answers and where employees go for self-service help. But many knowledge articles are hard to follow: long blocks of text, screenshots that no longer match the system and steps that skip the tricky parts. Trupeer turns a recording of the real task into a clear SOP with screenshots and a short narrated video. Adding it to a ServiceNow knowledge article gives readers both the written steps and a walkthrough they can watch.

Ways to publish Trupeer SOPs in ServiceNow

How to publish an SOP as a ServiceNow knowledge article

1. Record the task in the application, or in ServiceNow itself, narrating each step; Trupeer turns the recording into an SOP and video.

2. Review the SOP, adding exceptions, escalation points and the owner.

3. Create the knowledge article in the right knowledge base and category, using your article template.

4. Add the steps and the walkthrough: paste the steps into the article body and add the link or embed.

5. Submit the article through your normal review and publishing workflow.

For how operations teams bring large SOP libraries into a knowledge base, see how to auto-ingest and index SOPs into a knowledge base.

What to publish from Trupeer into ServiceNow

• Service desk how-tos: password resets, access requests, device setup and common fixes.

• Resolver procedures: step-by-step fixes for recurring incidents and known errors; see how to turn resolved tickets into reusable video guides.

• Employee self-service guides: how to use HR, finance and IT services through the portal.

• ServiceNow workflows themselves: how agents log, triage and resolve tickets in your configuration.

• Runbooks: operational procedures for monitoring alerts and support tasks.

Writing knowledge articles that work

• One task per article, with a clear title that matches how people search.

• Steps first, then the video for anyone who wants to watch.

• Screenshots from your current configuration, not generic product images.

• Exceptions and escalation at the end, so agents know when to hand off.

• An owner and review date on every article.

For more, see ServiceNow knowledge article best practices for L3 support teams.

For platform comparisons, see the ITSM knowledge base best practices for ServiceNow and Atomicwork.

Keeping ServiceNow knowledge current

Knowledge articles go stale after every platform upgrade, configuration change and process change. When a process changes, update the SOP in Trupeer by editing the script or replacing a single step, then refresh the knowledge article. Linked walkthroughs always show the current version. To find procedures that no longer match the application, see stale SOP detection.

Who uses Trupeer with ServiceNow?

• Knowledge managers building and maintaining the knowledge base.

• Service desk and resolver teams documenting fixes and procedures.

• HR, finance and IT service owners publishing self-service guides.

• ServiceNow implementation teams documenting configured workflows for go-live and training.

To check where your IT documentation stands, try the ITIL documentation gap analysis.

Proof: procedures and training at enterprise scale

Genpact used Trupeer for a company-wide Workday rollout, turning recorded process sessions into more than 500 training collaterals across 20 workstreams in five languages, for 140,000 employees in 40 countries, in 3 months instead of 12. Read the Genpact customer story.

FAQs

Can I publish Trupeer SOPs as ServiceNow knowledge articles?

Yes. Add the SOP's steps to a ServiceNow knowledge article and include a link to the full guide and video, embed the walkthrough where your instance allows it, or attach the SOP as a Word or PDF file.

Does the ServiceNow knowledge article update when the SOP changes?

Linked walkthroughs always show the current version from Trupeer. Text copied into the article body and attached files need updating in ServiceNow when the SOP changes.

Can I embed Trupeer videos in ServiceNow?

It depends on your instance's settings for embedded content in knowledge articles. If embedding isn't allowed, use a link to the walkthrough instead.

Can I document ServiceNow workflows with Trupeer?

Yes. Record yourself working in ServiceNow, and Trupeer turns the recording into a step-by-step guide and video for agents and new team members.

Who should own knowledge articles created from Trupeer SOPs?

The process or service owner owns the content, and the knowledge manager owns the article standards, review cycle and retirement.

Can I publish ServiceNow knowledge in several languages?

Yes. Translate the SOP in Trupeer and create the knowledge article in each language your service desk supports.

See it with your own ServiceNow knowledge base

Want to see how your procedures would look as ServiceNow knowledge articles? Book a demo.