Knowledge Management Academy: Knowledge Management Analytics

nicole_quarti · ‎11-14-2024

Hello, where exactly can I find the recording from the Knowledge Management Academy on 12th Nov 2024 ?
Thank you for your help.

Lolita Honkpo · ‎11-14-2024

Hello! The recording will be uploaded on this community event post within one business week of the date of the webinar.

David Nottingha · ‎11-14-2024

My email since I missed this session says it will be posted on this page in a few days.

Lolita Honkpo · ‎11-14-2024

Yes, that's correct! The recording will be uploaded on this community event post within one business week of the date of the webinar.

rob_martoncik · ‎04-17-2025

Q/A from the Session:

Q: General Process and Specific KCS Questions, such as "What are some best practices for AQI?"
A: Our knowledge application is extremely flexible and allows for configurations to support many different processes. We highly recommend the Consortium for Service Innovations, Knowledge Centered Service, or KCS methodology. We have a plugin to support this template and are constantly making improvements to support our compatibility. We also have quarterly group meetings with them and their ServiceNow members to get ideas and recent thoughts on the space. Their recommendations and guidance are available at no cost online, with additional resources and communication channels for paying members. We will likely have a KCS focused knowledge academy shortly after Knowledge 25.

Q: Will this session be recorded?
A: Yes and posted to our community. There was an issue with posting some of the previous assets I'm working through, so I am hosting this specific Q and A to help quickly answer some of the follow ups. We will post the deck and Q and A answers there too.

Q: Where do we ask or find answers to questions around other platform products, like Platform Analytics, NowAssist or AI Search?
A: We recently had a session on all Analytics for Knowledge Management and had wonderful feedback from you, the attendees. However, there were many questions and quite a few comments that the material was covered too quickly. Hence the recap today. We will likely have a V2 of that Academy as well with more time for Q/A. As to deeper questions about other areas, I highly recommend you review the other Academies and communities in the Platform Product Hubs for those areas.

Q: I missed the first few minutes, can we get linked to the prod documentation or any NowLearnings available for PA?
A: Docs are here: https://www.servicenow.com/docs/bundle/xanadu-now-intelligence/page/use/performance-analytics/concep... NowLearning path: https://nowlearning.servicenow.com/lxp/en/now-intelligence/performance-analytics-pa-application-spec...

Q: Can performance analytics track daily the number of people that use the Agent mobile app?
A: You can view this information in User Experience Analytics!

Q: How do we measure Deflection and other indicators of Knowledge Success? What are the available metrics OOB?
A: Each application, and often, each organization defines their success metrics a little differently. CSM for example, has a dashboard available that leverages Self Service Analytics for defining deflection. However, many customers have found Search Success Rate to be a more productive indicator of success. You can find the Dashboards available for each application on docs.sn. There are some of these in CSM -https://docs.servicenow.com/bundle/utah-servicenow-platform/page/product/knowledge-management/task/configure-deflection-ssa.html

Q: When will User experience analytics allow customers to define Personas based on the captured data? (want to know engagement of a certain persona, like deskless employees)
A: today, if this information is available on the User/sys_user table, you can export UXA data and join it to sys_user table data. View here: https://docs.servicenow.com/bundle/xanadu-now-intelligence/page/administer/user-exp-analytics/concep... Separately, we are working very hard on offering this capability in the dashboard directly so you don’t need to export and join

Q: Where can we find the Knowledge Portal and how does it compare to the Employee Center.
A: All menu > User Experience Analytics > specific application/portal > UI Analysis > Pages. You can find a list of page names there. If your organization uses a custom Knowledge page, you will need to find that page name within the list.

Q: Is UX Analytics a separate SKU or is it available with Performance or Platform Analytics. Or, subscription of Pro, Enterprise?
A: It is not a different SKU, it is part of basic Platform Analytics and doesn’t require Pro/Enterprise.

Q: ServiceNow Best practice Recommendations for AQI is only through a paid partnership with KCS?
A: AQI is covered on the docs site and in more detail in the first two Now Learning foundations for KM. (https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/use-article-quality-index.htm...). Detailed best practices conversations and thought leadership can be found on the KCS group and much of that documentation is available at no cost. The membership provides additional access to Conversation Channels and deep dives. Our AQI was initially built from the KCS recommendations. I will evaluate a deep dive Academy short or white paper on this topic for the future. Thanks for the recommendation!

Q: What is the best way for role: Knowledge_manager to identify knowledge gaps?
A: The Demand Insights feature at this time. More to come. https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/knowledge-management/...

Q: I am interested in how to get link rate to show in the dashboard. Hoping it's OOTB in new dashboard but would like to know how to build it if not.
A: Adding it OOTB is great feedback! You can review link rates now by using the “Knowledge applied to tasks” table (m2m_kb_task). That table has a record for every time a KB article is attached to any platform task. If you are familiar with dot-walking, you can dot-walk from the m2m table to get details about the task (like who it was assigned to, who opened it, etc…) and the KB (author, last update time, etc.)

Q: Is the current Knowledge Management Overview dashboard OOTB? (I don't see this dashboard in our instance.)
A: Yes. Docs are here: https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/knowledge-management/...

Q: Is the Knowledge Management Overview an OOB report or is this just showing what we can create?
A: This is OOB - https://www.servicenow.com/docs/bundle/vancouver-servicenow-platform/page/product/knowledge-manageme...

Q: What's the difference between Zing and AI search?
A: Zing uses only keyword searching of articles to rank. AI Search uses Natural Language and benefits from things like the synonym database to produce more accurate results. It also improves over time as individual use and rate the articles.

Q: When will AI search pick up knowledge block content in AI search?
A: AI Search now searches and uses knowledge block content.

Q: Can we get insights on how may times a 'Genius results for articles' was provided to end users during search.
A: The Genius Result trigger rate is available in the search analytics dashboard

Q: if we don't use employee portal would we be able to use the AI Search analytics
A: Any portal or workspace using AI Search should have analytics. Virtual Agent also tracks usage with AI Search. You would need to install the Advanced AI Search Management Tools store app.

Q: Where do I find the AI Search analytics being shown here?
A: You can review this page in our docs: https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/use/dashboards/applicatio...

To access the AI Search Analytics dashboard, navigate to All > User Experience Analytics > Dashboard, select the Search Dashboard record, then select the Search Analytics icon (Search Analytics icon) or link in the modules menu.

Q: When you are saying "Synonyms," are you suggesting adding them to the sysnonyms dictionary or should we be adding them to the meta field? What's the best practice?
A: Adding synonyms to the dictionary wouldgive you the best bang for the buck since it would expand the query and not require you to edit every record which contains a certain keyword.

Q: Can these reports / dashboards include filters based on users location? We are a global organization and there is global, regional and local content we want to track quality and effectiveness for...
A: Yes, Platform Analytics data can leverage location-based filters. Please reference the Filters academy link I posted in the chat.

Q: I created very similar reports in the Reports app and added them to my KM dashboard. Why do I need to use Platform Analytics?
A: Reports are part of the Platform Analytics umbrella. We’ll post a video explaining the differences between reports and Performance Analytics.

Q: Hello and well done! How can I get the recording of the last AI academy x Knowledge?
A: We will be posting the last session recording along with this recording soon here: https://www.servicenow.com/community/knowledge-management-articles/knowledge-management-academy-past...

Q: Some discussion forums suggest taking a reactive approach to tweaking AI search optimization. To me, this makes sense, since you want to understand the algorithm is functioning (especially since it is using many sources to determine what to return versus weighting). Would you advocate for a reactive approach or would you recommend taking a proactive approach. If proactive, which items can you recommend tackling?
A: You may want to review the following community article (and the additional content it links to).It have some best practices listed: https://www.servicenow.com/community/intelligence-ml-articles/ai-search-tuning-making-ai-search-anal...

Knowledge Management Academy: Knowledge Management Analytics

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