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Knowledge Management Academy
The Knowledge Management Academy is a series of live sessions focused on Knowledge Management topics such as getting started, processes, roles, analytics, and deep dives on capabilities.
Every second Tuesday of the month at 12pm EST, register here.
View previous and upcoming sessions
NowLearning
We have two courses to get you started on your Knowledge Management and implementation journey. We recommend starting with the Fundamentals course to understand Knowledge Management in ServiceNow and then moving on to the implementation course. Keep in mind, there is a Guided Setup available for implementing Knowledge Management, so the implementation course is a great resource and supplemental material but for hands-on implementation pair it with the Guided Setup.
Courses for System Administrators or Knowledge Administrators
Knowledge Management (KM) Fundamentals (Beginner - 6 Hours - On Demand)
This on-demand training contains the following courses:
Knowledge Management Fundamentals - Getting Started
By the end of this course, you will be able to:
- Explain Knowledge Management, Employee Center, Knowledge Management service portal, and Knowledge-Centered Service (KCS).
- List key Knowledge Management personas or roles.
- Create knowledge bases and knowledge articles by using ServiceNow® templates.
- Explain the lifecycle and workflows of a knowledge article.
- Differentiate Knowledge base and knowledge blocks.
- Explain Knowledge Management internationalization.
Knowledge Management Fundamentals - Feedback, Metrics, and Reporting
By the end of this course, you will be able to:
- List the various knowledge article feedback features available in ServiceNow.
- Explain the Article Quality Index
- List the steps in executing the checklist
- Explain Performance Analytics, dashboards, and reports
Knowledge Management (KM) Implementation (Advanced - 5 Hours - On Demand)
By the end of this course you will be able to:
Describe each of the available knowledge management roles in ServiceNow
Customize a knowledge workflow
Enable and create knowledge article templates
Leverage field-level encryption for knowledge article templates
Create and manage a knowledge ownership group
Configure the knowledge management service portal pages
Add a knowledge base to Now Mobile
Create and customize an Article Quality Index (AQI) checklist
Configure Knowledge-Centered Service (KCS) functionality
Enable translation management and define auto-routing translation tasks
Create and modify synonyms and synonym dictionaries
Configure Search Engine Optimization (SEO) tags via knowledge article templates
Create and modify stop words to remove search query terms that do not produce meaningful results
Configure and modify partial match rules
Configure and modify the contextual search for incidents, cases, and HR cases
Looking for more Knowledge Management training?
Contact our Custom Training team for more information on the customized process user training and change enablement services solutions for Knowledge Management.
we have upgraded to Vancouver but our knowledge articles are now displaying in very different format. Is there a fix for this?
