Knowledge Management Academy - Mar 12, 2024 - Knowledge Management Processes and Roles Deep Dive

Name: Knowledge Management Academy - Mar 12, 2024 - Knowledge Management Processes and Roles Deep Dive
Start: Mar 12, 2024 9:00:00 AM
End: Mar 12, 2024 10:00:00 AM

Ashley Snyder · ‎03-27-2024

Hello everyone! Thank you for attending, here's the Q&A from the session:

Question	Answer
The knowledge process owner does not have a specilize role? or is it the same as knowledge admin?	Knowledge Process Owners do not have a specialized role, may be the Knowledge Admin (knowledge_admin) if they are performing configurations in the instance, or Knowledge Manager (knowledge_manager)
Ashley, thanks for hosting this series. Perhaps for the end of the presentation: We're chasing the "golden nugget" of case deflection. Does SN have a roadmap with underlying depencies for helping us to get to this?	There are OOTB dashboards for tracking deflection: CSM Self-Service Analytics, ITSM Success Indicators, and HRSD Success Indicators, which are built off the Self-Service Analytics framework.
As KA approval workflow is on knowledgebase, is it possible to allow Direct publish and Approval publish based on Roles?	You can copy the OOTB workflows and add this logic in.
In our environment we utilize the ownership group, is it recommended to have both knowledge_manager and knowledge role on one group? for instance we don't want the author approving the articles they created, for quality check and separation of duty. if not, what would you recommend?	Knowledge Managers are for the entire knowledge base, there is an ownership group manager role that can delegate feedback tasks and approvals out to ownership group members. If you don’t want ownership group members self-approving then turn off the glide.knowman.ownership_group.allow_self_approval system property.
Any particular process to follow when creating knowledge automatically from a closed Incident?	Utilize article templates for consistency per the knowledge base. Article templates should provide the context to guide agents on the types of information they should be including in the article and the standards are set by the knowledge manager for the knowledge base.
With Knowledge search, if we have multiple KBs, can we restrict groups to only search within the KBs they contribute to?	You can modify search properties and search sources for global search and portal, but this is not an option to configure within knowledge properties OOTB.
Can feedback tasks properties be controlled by knowledge base or the properties that are set for the whole collection of your knowledge bases?	Properties for what creates a feedback task is set at the knowledge application level for all knowledge bases. At the knowledge base level, you can restrict which types of feedback can be left per knowledge base.
With ownership groups, is user criteria still used too?	· Only ownership group members have contribute access to the article even if they don't have contribute access to the knowledge base of the article. They can edit, approve, publish, and retire the knowledge article with which they are associated. · Users who aren't a member of the ownership group can't contribute to the article even if they have contribute access to the knowledge base of the article.
With the ownership groups, I have noticed that the original Authors still get notified for things even if they have left the ownership group. Is there a way to turn that off completely? We want only the groups that own the article to get notifications around that article.	You can modify your notifications to remove the recipients as needed or individuals can modify their notification preferences if you do not want to modify notifications for all authors.
Is it possible to allow article template access based on the Roles?	You can restrict fields in the template based for role-based access.
will there be any updates to leverage flow designer rather than workflows?	Safe Harbor: We’re targeting using Flows for an upcoming release.
There are OOTB notifications triggered when someone checks out, publishes, etc. a knowledge article. I want to use our branded email template on those. Where do I update them? I can only see them in 'Activity'	Here's the product documentation for email templates. By default, the ownership group manager receives the feedback or approval and re-assigns to other group members.
In relation to the approval request going to the ownership group, but only one member of the group has the ability to approve? is that the property/config you mentioned.	Ownership group members can approve articles, and feedback tasks are delegated to the manager by default.
Is there a best practice for retiring authors and permissions to handling articles owned by a retired author (please defer to academy short)	Ownership groups are a recommended best practice to prevent issues with approval, feedback, and retiring bottlenecks that depend on one author.
When you retire an article, there is just the retire button and it retires. Any suggestion on how you would put comment, or way to note if there is a replacement article? We've also seen on instant retire that people retire and don't realize they've retired (no are you sure)	Currently, this would be a customization performed by your ServiceNow System Administration team.
Can an employee be a knowledge manger of one knowledge base to be able to publish and then only be able to create articles but not approve on another knowledge base?	You can list a user as a knowledge manager of only one knowledge base, or on multiple knowledge bases if needed. The Knowledge Managers field accepts multiple users.
Is there a role to allow users to simply view the knowledge module on the insatnce without having contribute access ?	You do not need a role for this, the can read user criteria handles read access.
AI external search is for creating articles or for linking articles to external sources?	AI External search is for indexing and searching external sources that are not ServiceNow.
Are we ok to progress with AI search when the v3 home page doesn't support it or has there been progress on that to say it will support AI search before the current page is removed?	Correct, AI Search is not supported in Knoweldge V3 or the Knowledge Management Service Portal (currently). AI Search is supported in Global Search and portal solutions.
Are there any OOB dashboards for the diff personas? I’ve seen the ones for knowledge managers but haven’t seen any others for example for ownership groups or admins or coaches. Is there anything out there?	Our current two dashboards are built for the knowledge manager persona, but the reports and widgets can be re-used on custom dashboards.
Did I read that import is going to go away in a future release?	Import is not being replaced, the change is that the Knowledge V3 homepage has an import button that the Knowledge Management Service Portal does not have, but users can access Import via the All menu.
How do you link articles to CI and catalogue items please?	This is done via the article form fields and related lists.
Are knowledge blocks searchable yet in AI search? or timeline on when we can expect them to be?	Not currently, this is slated for Yokohama (Safe Harbor – subject to change, do not make purchasing decisions based on this information)
What is the best practice to post 100+ pages word document to knowledge base. When using import, need to do lot of formatting.	Here are options for importing articles.
Where do we link articles to configuraiton items?	There is a Configuration Item field, you may need to configure the knowledge article form to display this field.
Can I have the link to configuration items defaulted in template?	Yes, you can, you need to add it to the template.
KCS now calls this Content Standard Checklist	Yes, we are aware and will update the product as the roadmap allows.
Can the AQI checklist be built into the article platform view on the right hand side like Knowledge Blocks are? The user experience for checklists isn’t intuitive for people who are not in the platform often.	I’ll take this back as an enhancement request for the team.
Is the AQI available on ITSM standard?	Yes, AQI is a standard platform feature.
What other functionality is behind AQI? Report and metrics?	AQI is a checklist that coaches and domain experts review prior to an article being published, or during audits.
Is the AQI dashboard out of the box and can you look at individual knowledge bases?	There is an AQI widget on the performance analytics dashboard, any further reporting would need to be created by customers.
Is there an implementation of AQI in an automated format? AQI is a primarliy manual process which becomes challenging with volume of KAs	It is manual per the functionality it was originally designed for, aka KCS coaching. Customers can make customizations for automation, but this is not something OOTB.
Is there a way to launch AQI for all articles within a Knowledge Base? so far, we saw it seems need to be triggered individually...	This would be a customization that would need to be made for your instance.
How do you set up translations for knowledge articles and which role can do them?	See the product documentation.
You talk about “non-KCS customers”. What are the key considerations or criteria to consider being such a customer or what makes a client one?	Customers who are not using Knowledge-Centered Service practices or methodology and have not formally rolled out a KCS program. For more information see the Consortium for Service Innovation’s website.
Is there a dashboard to give to Authors and Last Revise by?	Not OOTB, you can create dashboards or add it to daily operational dashboards.
What does "KCS" or "Non-KCS" stand for?	KCS = Knowledge-Centered Service, ServiceNow Knowledge Management is a V6 verified tool. See more at the Consortium for Service Innovation’s website.
How is a knowledge gap assigned?	Manually or via assignment rules.
Where can I find the Search results? Is that on the User Experience dashboards?	The Knowledge Management (PA) dashboard, User Experience Analytics, or AI Search Analytics dashboards.
Knowledge Feedback Tasks - Does it work only when users submitting from Portal/Workspace and not from ServiceNow (as OOB). As you know, ITIL /Technical users/resolvers mostly stay in ServiceNow. What is your suggestion on capturing their feedback on the Knowledge article and track to closure?	You can configure properties to create feedback tasks based upon actions. The only feedback that does not go into the kb_feedback table is Helpful/Unhelpful within Agent Assist, which is a known deviation our team is aware of, and goes to the cxs_rel_doc_detail table. All other feedback regardless of interface or feedback goes to the kb_feedback table, or kb_feedback_task depending on your configuration.
Is there a way to parse unsuccessful searches by knowledge base? It seems like everything goes into one bucket.	Review the Knowledge Management (PA) dashboard. You can create a breakdown for the PA indicator if you want to breakdown by Knowledge Base.
In Employee Center, we have trouble drilling down to specific knowledge bases on the User Experience Analytics dashboards. Any advice?	Currently, breaking down by Knowledge Base is not available in User Experience Analytics today, but I have touched base with the product team for the need.
I’d like to know more about author and governance metrics.	See our product documentation for OOTB dashboards, reports, and metrics.
Can this dashboard be extended to other roles outside of manager?	You can, but ensure the users have access to the reports and data on the table. It may be easier to create a custom dashboard to limit what should be seen rather than modifying the OOTB dashboard.
Is Predictive Intell turned on by default, or does it need to be configured?	No, Knowledge Demand Insights is part of a subscription and would need to be installed and enabled. Check with your account team for more information.
Where can I find a list of pros and cons of using KCS or OOTB knowledge management. I am not super clear if my org should use it or not.	KCS isn’t a comparison of features, it’s a methodology with its own principles and practices. It’s advised to learn more about KCS and whether your organization wants to roll out the program rather than attempting to compare features in ServiceNow.
Can we add custom fonts to knowledge articles	You can use fonts supported in TinyMCE and add fonts within the body. Be aware, any portal styling may override your fonts.
I am would love to learn about Word add-in or anything related to formatting the knowledge articles. Table of Contents, etc.	Thank you! We’ll post more material on the Word Add-In soon, but do have product documentation available. We also have a style guide for formatting on the community.

David Nottingha · ‎06-03-2024

Ashely,

For this question: With ownership groups, is user criteria still used too?

The answer does not address the use of the glide.knowman.ownership_group.override property to "Retain contribute access for author or reviser of knowledge article linked to ownership group" Has this property been deprecated?

Knowledge Management Academy - Mar 12, 2024 - Knowledge Management Processes and Roles Deep Dive

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