Introducing Knowledge Center with Advanced Editing, powered by Now Assist

[Brad_B]

Thanks Rob.  Looking forward to all of these enhancements!  Any idea when YP11 will be available?  We're not planning to upgrade to Zurich quite yet, but excited to potentially get this as part of a Yokohama update.

[Cassie Costley]

Can't wait to get my hands on this! 

[Ricardo Pizarro]

I'm ready to work with this. I'm eager to see how it works in my SNOW environment.

[Dave Littlejohn]

I tested this out in my personal developer instance and love this so much! Great job and excited to leverage this even more in the future.

[Eoghan Sinnott]

Was happy to be part of workshops for this earlier in the year and it's great to see it finally being realised. Looking forward to getting my hands on it!

[StephanieM34173]

Glad to be part of some of the discussion on the new features. I am looking forward to using this. We still have to upgrade to Zurich but would love to test in Yokahama should that come out soon. 

[Andy Guerriero]

Interesting feature - as a significant KM user it would be nice to know about features like this ahead of time so we can test and plan. How can we get more plugged in to the KM roadmap?

[thomas_mail]

Can anyone tell me if or when documentation or video will be released to confirm how to use these features. We have installed on our test environment but there seems to be issues with either the features not fully working, configuration of the features or our understanding of how to use them and what they actually do. 

[Leri Andrews]

A question to those who are using the new editor - how did your authors receive it? Did you need to do much change management (comms, new training etc)?

[Kass3m]

@rob_martoncik I dont see the insights panel like shown above: how is it enabled?

also, we are not seeing our old templates work properly with the knowledge center,

[Andy Guerriero]

@Leri Andrews The rich content editor is difficult to learn and use. It's kludgy and not very user-friendly. I have an author community in the hundreds and I wouldn't dare put this in front of them. We've introduced it to a handful of knowledge managers and they are finding it difficult.

[Eoghan Sinnott]

@Leri Andrews I have found it to be mixed results. Those that are naturally inquisitive will use it, and those that are used to the old way have had a glance at it. We haven't really put any effort into promoting it to the team, just more that it's a "nice to have" with some new features. Those that already have used the Service Operations Workspace tend to be more open to it because of the similar feel. 

I think if you want it to be the "go to" way that your authors use on a day to day basis it would take some selling, as there are still some limitations to what you can do with it compared to the default Knowledge application.

Regards,

Eoghan

[owenbarber]

Wow my dreams have come true, this is a massive and well needed advancement to the Knowledge Space.

Huge Kudos to those involved in making this a reality. I can't wait to get using it as I know its a game changer for KM in ServiceNow 😍.

[Karolina]

@Leri Andrews I have to agree with @Andy Guerriero - I played with the Center in PDI and there's no way the occasional authors will find it easy to navigate. I'm a Knowledge Manager and I've found it rather clumsy and unintuitive, not to mention it's very limited compared to the current Knowledge module (no option to use knowledge blocks or adjust the html code, if I recall correctly). 

[ShawnB444094814]

The core knowledge creation group is reporting significant adoption hurdles with the new workspace. Specifically, there is a noticeable performance lag when moving content blocks into designated spaces; the UI currently makes dragging and dropping nearly impossible. Furthermore, we’ve identified a critical regression where article content is no longer visible when using the classic interface.

[Mike Van Vooren]

@Andy Guerriero @Leri Andrews - We are trying to get Knowledge Center configured so we can get it into Prod and let a limited amount of knowledge workers start using it.  We have not exposed the new editor to any of them yet, but I agree that it's going to be a big learning curve.  

One initial concern I have is functionality on the Classic Editor.  Once you enable the enhanced editor, you now get 2 buttons on the form that either let you stay in the Classic Editor or push you over to the enhanced one.  Have you found that the content fields on the classic editor are locked until you click on the "Edit using old editor" button. 

I don't want to negatively impact the knowledge workers who will keep using the classic editor.  But, at the same time, I don't want to lose the Article Optimization Now Assist features in Knowledge Center that requires the enhanced editor to be enabled.  We are hoping we can hide those buttons until the enhanced editor is more refined, but it won't address the issue of the content being locked.

[andreababch]

I am glad to see you can edit in both ways still. That is a big adoption hurdle for us because want to keep it "Word" like for regular editors, but give "Web" edit option to advanced Knowledge users. Hoping can use all of the KC and classic functions cohesively. About to go into Pilot. 🙂

[Kim26]

I'm noticing the new creation/editing function doesn't allow you to link to attached files the way traditional knowledge articles allowed.  Is there a way to do this that I am missing?  This is a pain point in news articles in content publishing, and this could be the deciding factor for us not to use the new functionality.

[ShawnB444094814]

You have to attach files similar to how you do in the SOW.  Utilzing the paper clip on the side  

 

[Kim26]

I have done that, but we usually then link the attachments to text in the article, and not just show the list of attachments.  When I go to add a link to text there is no longer an option to select an attachment, and you can only add URLs.

I also don't see where I can edit the code in the new UI.  I usually add an image, and then add code to the image so if someone clicks on the image it will take them to a URL.

[Amy Matsuhashi]

Does this mean we are recommending to use Knowledge center instead of Service Operations Workspace for Knowledge Management? 

[Andrew64]

Service Operation Workspace is for ticket work. Knowledge Center is for Knowledge Health. Both have their place. In SOW, you can create Knowledge, and in KC, you can maintain Knowledge.

[Andy Guerriero]

@Mike Van Vooren We're on a similar journey - our authoring community is quite large (several thousand have a Knowledge role and several hundred regularly create or revise knowledge articles) and we don't think KC and the "improved" editor is quite ready for prime time. We're looking to do some early access testing with a core of more advanced editors or folks who already have exposure to the rich text editor.

The rich text knowledge editor is notably missing tables, as well as the ability to switch to code view that's available in the normal rich text editor.

We have turned off the new editor completely for now because of the issue you noted - just suppressing the button still requires editors to click "Edit using the old editor" to activate the editing window.

[Mike Van Vooren]

@Andy Guerriero - For the buttons on the Classic Editor, our Dev found a client script that was displaying them and disabled it.  Once he did, the buttons were gone AND I got back the text editing in the editor before checking out.  I did not get the impression that anything else was done to address that.

As for the Editor limitations, this came up in one of the Platform Academy sessions Rob presented at.  He said they were aware that the functionality wasn't on par with the Classic editor yet but they were working on getting it there.  At this point, I am just pushing to get the Now Assist skills configured the way I want and get them to Prod as soon as I can.  Right now I see them as having the most benefit to our KM community.  I'm perfectly happy to limit them from the Enhanced Editor for now until it gains further refinements.

@andreababch - I provided the same feedback to Rob's team about our KM worker community. I also feel that there will always be knowledge workers that will simply want to keep using the Classic Editor.  This is especially true for IT-only content.  Their impression was that all KM workers would eventually gravitate to use the ECE and would be interested in our use cases where that would not be the case.  I suspect there are many others who have a similar structure.

[thomas_mail]

KC has now been deployed to our production environment and we are finding a few issues most noticeably lag. Both when trying to apply block options such as text boxes but also when trying to save changes. You need to refresh the page at times to get it to pick up on a version update but then it appears the changes had not applied by that point and you lose them. 

Has anyone else being seeing similar issues?

[Andy Guerriero]

@rob_martoncik Is there any plan to add HR Case support for the Knowledge Gaps feature? That is of much more interest to our organization than INC gaps.

[jengraham]

Adding on to Andy's comment above, my organization would also be very interested in being able to use the Knowledge Gaps feature for HR cases. If there a place we can submit requests or ideas for product roadmaps I would submit and/or vote for this. 

[Kohei Tominaga1]

Hi, Is there any plan that knowledge expert can perform AQI in Knowledge Center or Now Assist can do that. Or is Knowledge Optimization scan the replacement for AQI?

[John_Wilkes]

Advanced editor???

I'm a bit confused at how advanced editor is advanced. 

I'm trying to create a test article with all the features I can currently create using the tiny Mce editor. I'm failing straight away

I want to create an article with

• a H2, H3 and H4 header.
• I want it to have a basic accessible table
• a table of contents. 
• Links to internal and external content
• Links to an attachment and anchor point
• An image with Alt text
• Bold text for key words

These are basic things with tiny MCE but it seems impossible with the new editor.

Is there any way to do this or can we use knowledge centre with the tiny MCE editor. If we do use the older editor does it impact other features.

It feels like Knowledge centre is not really a complete product at this point but if there is any guidance on how to do basic things like this it would be great.