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The Knowledge Management Academy series will cover getting started, processes, roles, current features, what's new, and how to use platform capabilities such as analytics from a Knowledge Management lens. We'll also cover live Q&A during the session and post both the Q&A and recording of the session for those who cannot attend live.
Registration
As part of our effort to streamline and enhance your learning experience, we’re excited to share that this academy is now being folded into the broader Platform Academy. Click here to register. You only need to register once for each academy to receive invites to all of the sessions.
Current Participants: To make this transition smooth, we are re-enrolling all current participants into the new Platform Academy series. You may see a new calendar invitation titled ‘Platform Academy’—please make sure to accept it. We also recommend deleting your existing Knowledge Management academy invite and using the Platform Academy email you’ll receive and adding it to your calendar.
Thank you for being part of our learning community—we look forward to seeing you in the next Platform Academy sessions!
Academy Live & Academy Shorts
Join us for a series of live sessions focused on Knowledge Management topics such as getting started, processes and roles, best practices, analytics, release updates, and more!
The academy calendar of events can be found here. We'll have product experts on hand to provide demonstrations, explain concepts, provide guidance, and answer questions. You'll find our previous recordings and our Academy Shorts sessions on this dedicated Knowledge Management playlist on YouTube. If you're looking for a recap including PDFs and Q&A, see the links below.
Academy shorts are short deep-dive videos on specific ServiceNow Knowledge Management topics.
ServiceNow Platform Academy Calendar
Academy Live: Now on Now Perspectives: Knowledge Governance and KB Health |
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In this session, we invite a special guest from ServiceNow's AI Experience Knowledge Management team to discuss our internal (Now On Now) story in support. She covers topics ranging from roll-out, team make-up, governance, and health of a knowledge base and process with live Q/A. We also review Duplicate Identification which came available with the May 1st Now Assist release. Presented: June 10, 2025 [Recording, Slides and Q/A to be published by 6/19] |
Academy Live: Knowledge Management: Yokohama Update |
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In this session, we covered the newly released features of Knowledge Management with the Yokohama family and store releases. We outline enhancements to Knowledge Generation with Now Assist for Non-English languages, accessibility improvements and other exciting updates. Presented: April 8th, 2025 |
Academy Live: Knowledge Management: Ready for AI |
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In this session, we covered how AI is incorporated in to different aspects of Knowledge Management through NowAssist. We reviewed all the areas NowAssist is incorporated, including AI Search, and discussed how articles impact NowAssist Genius Results. We also covered concepts that should be considered when designing your knowledge strategy and articles. Presented: February 11th, 2025 |
Academy Live: Analytics and Knowledge Management |
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In this session, we invite subject matter experts from ServiceNow's Analytic product offerings to talk through the capabilities available to Knowledge Managers and the out of the box dashboards and reports included. Topics include Platform and Performance Analytics, User Experience analytics, AI Search Analytics and a deep dive in to dashboard editing. Presented: Nov 12, 2024 |
Academy Live: AI Search and Knowledge Management |
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Formally Titled: Now Assist in AI Search Xanadu enhancements and guidance, and posted in Now Intelligence Product Hub. In this session, we collaborated, and cross-posted, with subject matter experts from ServiceNow's Platform Intelligence group to talk through the functionality of AI Search and capabilities available to Knowledge Managers. We covered updates to the earlier KMUG session on recommendations for developing articles for AI Search as well. Presented: Oct 1, 2024 |
Academy Live: Xanadu Release Update |
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In this session, we covered the newly released features of Knowledge Management with the Xanadu family and store releases. We outline enhancements to Knowledge Generation with Now Assist, updates to the HTML article editor and updates for the Knowledge dashboards and the portal. |
Academy Live: Draft articles with Now Assist |
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In this session, we covered the current features of Now Assist in Knowledge Management, which was released on May 9th, 2024. There's a quick overview of what the product can do currently, guidance on governance and implementation, as well as a live demo of configuring knowledge generation and drafting an article from an incident. |
Academy Live: Knowledge Management Processes and Roles Deep Dive |
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In this session, we'll cover the roles found in our knowledge management application and the processes those roles map to. We'll cover a little bit of KCS and KCS roles and what the confidence and governance fields mean. If you're looking to get a better understanding of each of the out-of-the-box roles we have, when you should use them, and what features they map to this is a good session to attend or watch the recording. |
Academy Live: What's new in Washington DC for Knowledge Management
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In this session, we'll cover what's new in the Washington DC release for Knowledge Management such as Accessibility enhancements, and the Knowledge Management V3 homepage deprecation and replacement with the Knowledge Management Service Portal. If you have Next Experience UI users who access Knowledge Articles via the All menu then this is a must-see session so you can prepare for your Washington DC upgrade. |
Academy Live: Getting Started with Knowledge Management |
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In our first session, we're going all the way back to the beginning of your knowledge management journey. We're going to explore the importance and benefits of knowledge management, key factors in building your knowledge management strategy, example business objectives and KPIs, and implementation tips. |
Academy Short: Knowledge Management V3 homepage and Knowledge Management Service Portal
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Learn more about the differences between the Knowledge Management V3 home page and the Knowledge Management Service Portal, and the benefits you can begin taking advantage of in Next Experience with the Knowledge Management Service Portal. |
Academy Live: Getting Started with Knowledge Management Best Practices Part 2
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Overview of best practices relating to structuring knowledge bases, authoring articles, searching, and continual improvement dashboards we have for Knowledge Management. |
Academy Live: Getting Started with Knowledge Management Best Practices Part 1
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Overview of best practices relating to structuring knowledge bases, authoring articles, searching, and continual improvement dashboards we have for Knowledge Management.
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I'm not familiar with Zoom in it's latest iterations, but is there a reason that frequently for the Academies, I'm left sitting at a window that says "Waiting for host to the start the webinar"? Is there a step I'm supposed to do to get in? This happens more often than not and I miss the whole thing. I used to think that the webinar was canceled last minute or something, but then people talk about them when I do get in.
