- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-18-2023 10:09 AM
Is there a way to measure knowledge workers' time spent on articles? For example, I have a team that wants to measure how many hours are being worked creating, editing, and reviewing, knowledge articles.
Solved! Go to Solution.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-18-2023 02:34 PM
Question for clarity: Does the entire creation process within ServiceNow? For example, we have people write drafts in Word very often. If so, a system outside ServiceNow would be better able to capture all the steps of your process.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-18-2023 02:36 PM
I had another thought. I used to use one when I was a software developer with multiple contracts. You could trust your writers enough to use a timetracker app, and they can log each activity or just all their work on an article. I found a writeup on one that sounded really good in this article: https://zapier.com/blog/freelance-apps/
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-19-2023 12:09 AM
In our case we want to measure time spent creating and updating articles to better visualize and promote the work that Knowledge Managers are doing, since it is a critical success factor and often gets forgotten or down-prioritized. It is not to make them compete or be faster.
We use KFTs and we also got the Time Worked and KFT Metrics configured, only issue is that KFTs time stamps gets mixed if multiple KFTs are submitted from the same Case record.
Other than that we use a catalog item for requesting/submitting knowledge update requests.
We usually work in Word with simple templates and copy/paste into the editor (tried the Word add-in but it was too buggy).
Interesting to read thoughts and practices on the matter!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-19-2023 06:16 AM
@Erik24 , if it helps, the trick to working in Word first and then copy-pasting your work into ServiceNow is to not use any of the "styles" or pre-programmed formatting. Don't use the automatic double spacing. Don't use the "header 1," etc. Just normal text.
If you do this, then you can copy/paste content relatively cleanly into ServiceNow. (Without all the extra coding that mucks up editing later, such as font=10pt; calibri, etc.)
Your basic formatting, such as bold, italics, links, paragraphs all will translate over. (I can't remember if bullets do, too, but they might.) Tables transfer over, too. (Tables actually work better when you create them and format them in Word first and then copy it over into ServiceNow.)
Check out the template I created for our subject matter experts, so they would start with the "normal" Word doc and I could get their content into SNOW more easily.
Second trick - copy-paste your content in Word > alt click with your mouse (or CTRL-alt-click in newer versions) to bring up alternate menu > paste as plain text.
You'll have to put some of your formatting back in, but it's still easier than creating in SNOW.
Hope this helps! Let me know if you have follow-up questions.
P.S. Some of what you'll see in this doc is specific to our style guidelines, such as how to use subheads. We always did simpler subheads instead of heading 1, 2, etc. Just personal preference.
