Do your employees and contractors have to search for knowledge content (FAQs, How-to-guides, policies, procedures, etc.) across multiple platforms? How can you maximize user experience, reduce overall maintenance, and pull content from sources such as Workday, SharePoint, ServiceNow, and benefits provider sites into a single search?
To make the best informed decision, let’s start by considering the following:
- Who is the audience for the knowledge content? Most commonly, audiences would include employees, contractors, new hires, and/or alumni.
- When will they need this content? (e.g., prior to start date, after termination, and/or throughout the lifecycle of employment)
- Do your current licensing and compliance/policies allow for access at the given times for the right audience in the system? (e.g., O365 license, identity & access management policy for access)
- Who is responsible for managing the content? (e.g., 3rd party vendor, internal subject matter experts, dedicated knowledge team)
- How frequently does your knowledge content change?
- Where is all the content currently located? (e.g., Oracle HCM, Greenhouse ATS, SharePoint, Coveo, MetLife, ServiceNow)
ServiceNow can elevate your user experience by providing a single search interface that quickly finds content across both internal and external sources. Users are provided with a self-service capability in the same place they would go for service delivery/support, which encourages Tier 0 support. Creating and maintaining all knowledge directly in ServiceNow provides even more advantages for the organization. In addition to less maintenance across multiple sources:
- Security – secure permissions based on any data element in ServiceNow (e.g., position, location)
- Who can read, create, and maintain knowledge articles (KA)
- Internal (i.e., HR only) and external (i.e., employee facing) knowledge
- Knowledge blocks
- Ability to have section of KA secured differently (e.g., Travel policy visible to all employees, but one section is only for executives)
- Ability to have section on many KA, can update once and all uses are updated (e.g., disclaimer statement on legal KA that needs updating every year)
- Version control
- Can dynamically link to most recent version of KA in ServiceNow and share in other systems/sites
- SharePoint can create dynamic links to most recent version also
- Workday has new URL for each version
- Can dynamically link to most recent version of KA in ServiceNow and share in other systems/sites
- Workflows (e.g., approvals for publishing and/or retiring KA)
- Connect/relate KA to other KA, catalog items (i.e., services) and/or topics (i.e., microsites; e.g., Benefits, Software). This allows for continual self-service (Tier 0 support), revealing relevant content when users search and/or navigate.
- From KA, you can show related services and/or KA to the right
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- From services, you can see related KA
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- From topic, you can show related KA
- Helpful widgets/metrics on KA
- Other KA in same category (i.e., employees can see those to the right of KA being read from EC)
- Most helpful KAs
- Most read KAs
- Comments, helpful, and rating that can later be used for continual improvements
- Search – find quick answers in Employee Center, Mobile Apps, and Virtual Agent
- Can establish external Search Source to SharePoint and other systems
- Security considerations come into play with external Search Sources
- Access – ServiceNow can allow local users and/or system access to content during pre-boarding, to contractors and deskless users, as well as alumni, where other systems may have more restrictions.
