Ask the Experts: Live Answers to your Knowledge Center early adopter questions

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Ask the Experts: Live Answers to your Knowledge Center early adopter questions

A live Ask the Experts session covering real-world Knowledge Management challenges, best practices, AI integration, governance strategies, and roadmap insights from the ServiceNow Knowledge team.

Ask the Experts: Knowledge Management Deep Dive

Knowledge Management is never just about publishing articles — it’s about governance, ownership, quality, and making sure the right information shows up at the right time.

In this Ask the Experts session, the ServiceNow Platform Knowledge team tackled live audience questions about the most common challenges organizations face when managing knowledge at scale.

Governance: Who Owns Knowledge?

One of the biggest themes was ownership. Knowledge works best when it’s not treated as a side task. Clear governance models, defined roles, and accountability are critical.

The experts discussed:

• Assigning ownership at the knowledge base level
• Establishing review cycles
• Using expiration policies intentionally
• Monitoring usage and effectiveness metrics

Governance isn’t bureaucracy — it’s what keeps knowledge usable.

AI Changes the Stakes

AI and Now Assist - AI doesn’t replace Knowledge Management — it amplifies it.

If your content is:

• Duplicated
• Poorly structured
• Outdated
• Not accessible

AI systems will reflect those weaknesses.  Preparing knowledge for AI means:

• Strong article titles
• Clean structure
• Accessible images
• Accurate metadata
• Eliminating redundant content

AI readiness starts with content discipline.

Duplicates and Gaps: The Hidden Problems

Two consistent pain points surfaced:

• Duplicate articles – which confuse search and AI results.
• Knowledge gaps – where incidents and cases repeatedly occur without supporting articles.

The experts discussed how clustering, insights, and analytics can help identify both issues and turn them into actionable improvements.

Driving Adoption

Technology alone won’t fix knowledge challenges.

The team highlighted best practices such as:

• Embedding knowledge creation into workflows
• Encouraging agents to flag gaps
• Tracking article usefulness metrics
• Aligning knowledge goals with business KPIs

Knowledge must become part of operational culture.

Roadmap & Continuous Improvement

Finally, the discussion touched on what’s ahead for Knowledge Management on the platform, including deeper AI integration, smarter insights, and improved authoring experiences.

The takeaway? Knowledge Management is evolving quickly — and organizations that treat it as strategic infrastructure, not documentation overhead, will see the biggest benefits.

Final Thoughts

Ask the Experts sessions are valuable because they reflect real-world challenges — not ideal scenarios.

If you're building AI-powered experiences, supporting self-service, or responsible for platform governance, Knowledge Management should be one of your top strategic priorities.

⏱️ Chapters

0:00 – Welcome & Introductions
8:10 – Governance & Ownership Best Practices
15:20 – Managing Duplicates & Knowledge Sprawl
22:45 – Identifying and Closing Knowledge Gaps
30:10 – AI, Now Assist & Knowledge Quality
38:50 – Preparing Content for AI Search & Virtual Agent
47:15 – Adoption Strategies & Cultural Change
55:40 – Metrics & Measuring Knowledge Health
1:03:20 – Roadmap & What’s Coming Next
1:10:00 – Final Q&A & Closing Remarks

Additional Resources

• Presentation PDF {Coming soon}
• Q/A PDF {Coming soon}

YouTube Tags

ServiceNow, Knowledge Management, Ask the Experts, ServiceNow Knowledge, Platform Academy, Now Assist, AI Knowledge, Knowledge Governance, Knowledge Best Practices, Knowledge Base Management, ServiceNow Developers, Enterprise Knowledge, Virtual Agent Knowledge, AI Search, Knowledge Center, ServiceNow Roadmap, SN Knowledge, Servicenow Knowledge, Service Now Knowledge, Knowlege Management (misspelling), ServceNow (misspelling), Knowledge Managment (misspelling)