If you missed our Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! (If you missed the session and would like the recording...
Hey there everyone! If you want to view the recap of the slides from the sessions on 5/18 & 5/20, we'll be posting them on 5/25. Also, for the newer folks coming into our User Group, we will be postin...
It is with great sadness that Raghu and I have to share this news. Our Director, Lynda King, experienced a medical emergency while on a flight Monday afternoon, and passed away. We wanted to let you a...
If you missed our Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! Be sure to subscribe to the Knowledge Managers on Servi...
If you are a regular reader of this community, you may have seen previous posts about text editor features, like code blocks and lists. Today's topic is the Table of contents (TOC). This feature is re...
If you’ve visited the Now Support Knowledge Portal recently, you might notice that it’s been given a slight makeover. In addition to a refreshed look and feel, the updated knowledge portal features im...
Are you interested in being a presenter for an upcoming Knowledge Manager User Group session? Have a case study, process you use, discussion you'd like to lead, or something you’d like to share with o...
If you missed our Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! Be sure to subscribe to the Knowledge Managers on Servi...
Using Performance Analytics, you can create a KCS Program Metrics dashboard. Providing monthly information from the knowledge bases useful to knowledge creators and their managers, it shows data relat...
If you missed our Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! Be sure to subscribe to the Knowledge Managers on Servi...
The Knowledge Base provides a full‐featured WYSIWYG (What You See Is What You Get) HTML editor, including an HTML code editor. An HTML field allows users to define how field content is rendered. Use t...
Coaches can use this information to help establish good behaviors and habits with Knowledge Workers just coming into KCS. Promoting KCS Tips for Coaches Encourage your team by praising good articles i...
This article provides some authoring guidelines for writing articles for the Known Error and Support and Troubleshooting knowledge bases. General Writing Guidelines Titles: Phrase the title using term...
This blogpost describes the templates we have found useful for our internal Support teams to create KB articles, normally created from the cases they are working. This is an internal KB article, but w...
The Article Quality Index (AQI) is a key part of the Knowledge-Centered Service (KCS) initiative in Technical Support. The AQI is a set of ten criteria we developed ourselves and want all authors of k...
Your role as a KCS coach As a KCS coach for your Tech Support SME team, you will have received the corresponding training and now you are expected to have a deep understanding of the KCS practices and...
If you missed our first Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! Be sure to subscribe to the Knowledge Managers on...
Are you tasked with improving business results by institutionalizing a knowledge sharing culture? Are you looking for best practices when it comes to defining Knowledge Management KPIs for your compan...
The Knowledge Bytes blog post series is a collection of short articles that explain simple ways to improve your knowledge base articles. The ServiceNow Knowledge Team has used articles like these to p...
You’ve made it through your 7th post in the Coaching Habit series. But before you go patting yourself on the back, we have one last question to work through. Before we get to that last question, one i...
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Enhancing Inclusivity: ServiceNow's New Accessibil...
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KMUG - AI search and Knowledge Management Best Pra...
