Hi all. Our org is looking to bring in Now Assist, they're wanting to use this GenAI agent for Incident, problem and MI. For Knowledge management, has anyone had any exposure to Now Assist, and if so how did you find it? Was it plain sailing or where there real issues once it went live?   Thanks ... View more

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 related to the status and creation of knowledge, usefulness of content, as well as article views and feedback metrics. We recently published Building your own KCS Program Metrics Dashboard in Hi to help you. It includes: Dashboard Overview Using the Dashboard UI Breakdown of the reports used to create the dashboard Using the Analytics Hub of an Indicator Customizing dashboards for a manager Ready to build your own? Head on over to Building your own KCS Program Metrics Dashboard in Hi and find out more!   p.s. We did a session in May and one in July where our Staff Analyst walked users through how to create these. Please send an an email to jaime.honaker@servicenow.com if you'd like the recordings. Thank you!    ... View more

I'm hoping someone can help. I am a new Knowledge Manager in an HRSD kb. We don't have translations turned on yet but have articles translated through a professional company. I am trying to figure out the best practice for articles that have 2-3 different languages. Do I create 2-3 different knowledge articles or 1 long knowledge article?   I don't know when/if we will get any translations turned on. We just went live with this instance in September and no one in my org has translated articles/does translations. From what I understand, we are mostly OOTB, with some customizations.    Thank you for your help! ... View more

Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content.  ServiceNow releases Knowledge Center, a new workspace designed to simplify and accelerate every part of the knowledge lifecycle with a focus on improving overall knowledge health. ... View more