Knowledge Management Academy - January 9th, 2024 - Session #1: Getting started with Knowledge Mgmt

Ashley Snyder · ‎01-09-2024

Hello everyone!

Again, big thanks to everyone to attended live and also to those who are watching the recording. Here's the Q&A from the session:

Q: You mentioned that last year there was a ground shaking change. Can you explain what that was?

A: Last year we developed and launched a lot of new generative AI products under the Now Assist name. We have some exciting updates for using generative AI in Knowledge Management coming soon. If you want to know more about our current generative AI solutions see: https://www.servicenow.com/now-platform/generative-ai.html

Q: Would you recommend installing the knowledge management advanced (KCS plugin) plugin as part of planning? The article templates that come with it are critical when building a KB. These features are important parts of planning for KM

A: Implementing a KCS program is a process change and requires a shift in thinking in your company’s Knowledge Management program. I recommend learning more about KCS via the Consortium for Service Innovation’s website. They have foundation training and certification as well. Check out their Starting the Journey section prior to configuring your ServiceNow instance for KCS if you are starting out for the first time. If your organization is currently using KCS with other Knowledge Management products and is migrating to ServiceNow, then you can implement KCS capabilities in ServiceNow as part of your implementation.

Q: How do you calculate relevancy scores?

A: Your relevancy will key off your Updated date and Created dates. It’s important to implement reviews and not to stretch the Valid To date too far into the future without reviews to maintain relevancy. We discussed why relevancy is important in this session with the AI Search Product Success team. Our out—of—the—box dashboards have reports on articles Created and Updated in the last 30 days that you can configure or add to with your own.

Q: Can you please demo the report or dashboard that ServiceNow uses to display relevancy scores?

A: You can use the AI Search Analytics dashboard in conjunction with our OOTB reports on the Knowledge Management Overview dashboard to gain insight into search results and click-through data. For example, queries with no clicks can provide insight into which articles are being returned, these articles have an older created by or updated by date. We will cover more analytics in a future session.

Q: We are implementing Employee Center. Where can I find out more about differences with knowledge management metrics between portal and ECS?

A: You can use User Experience Analytics to gain insight into traffic flow between Service Portal and Employee Center. The core Knowledge Management metrics will be the same between the portals, but if you are looking to gain insight during a cut-over User Experience Analytics is a good place to start.

Q: What is the best practice for global knowledge articles for both internal and external employees in HR function? Should we combine one knowledge base or separate it into two knowledge bases on internal vs external articles?

A: Here’s a great article from our HRSD team answering this question.

Q: Does ServiceNow have a Predictive Intelligence tool like Demand Insights for identifying knowledge gaps, specifically to assess the accuracy of articles linking with incidents?

A: Knowledge Demand Insights is our Predictive Intelligence tool for discovering Knowledge Gaps based up on similarity. Knowledge Demand Insights will run machine learning on cases, incidents, HR cases, etc., to cluster similar records that do not have knowledge articles associated so that knowledge managers can create articles for gaps. Currently, it will not detect incorrect linking, but we do have backlog items to address.

Q: Is it possible to create in SN a kind of short video instruction platform (sort of Tik Tok)?

A: Currently you can embed videos in articles, but we do not have an interface within Knowledge Management for displaying multiple videos, etc. Users will need to view videos in the context of a knowledge article.

Q: Will there be future sessions to go through how to setup the Knowledge Mangement as well as best practices (tech wise) for when building it out

A: We’ll get into some deep dives for capabilities that are asked about a lot, for end-to-end implementation training with videos, see the Now Learning courses.

Q: What is the status of identifying broken links?

A: It’s on our roadmap, no release ETA yet.

Q: Where can I find more information about unified taxonomy?

A: See the Employee Center product hub.

Q: Are you able to calculate case deflection using the Knowledge Management dashboard? Are there any available OOB indicators for this through KM dashbaoard?

A: You can use the Self-Service Analytics dashboard in Customer Service Management to get metrics on Case deflection using Knowledge Management. These indicators are specific to the CSM product.

Q: How do you use Knowledge blocks with Knowledge templates? We have templates that we have made but Blocks do not work with it.

A: Currently, the ability to embed Knowledge Blocks is not available, you can add blocks into an article after you create it with a template, but this ask has been taken back to the internal team for consideration.

To make the distinction, you can use templates within knowledge blocks. Here’s an article on how to do this.

Knowledge Management Academy - January 9th, 2024 - Session #1: Getting started with Knowledge Mgmt

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