Knowledge block implementation best practices

[Maura]

We are looking to start using Knowledge Blocks in our Knowledge Bases. Based on what I see in this forum it seems like there can be a number of issues related to Blocks. 

We are looking to use them to limit visibility to information based on roles/regions such as manager/employee or location

Another possibility was to add routing/troubleshooting information after employee facing articles that the Service Desk can use

Anyone have best practices in rolling them out?  Any type of scenario that has worked better or worse?

[Danish Bhairag2]

Hi @Maura ,

Rolling out Knowledge Blocks in ServiceNow involves thoughtful planning and understanding of your organization's specific needs. Here are some best practices and considerations for implementing Knowledge Blocks based on different scenarios:

### Limiting Visibility Based on Roles/Regions:

1. **Define Clear Access Control Policies:**

   - Clearly define who can create/edit Knowledge Blocks and who has access to view them. Ensure that only authorized users can create and modify sensitive or role-specific content.

2. **Use Dynamic Block Conditions:**

   - Leverage dynamic conditions within Knowledge Blocks to control visibility based on roles and regions. For example, you can use script conditions to evaluate the user's role and only display specific blocks to users with specific roles.

3. **Regularly Review Access Permissions:**

   - Periodically review and audit access permissions to Knowledge Blocks. Ensure that access rights align with organizational changes, such as role modifications or department restructuring.

### Adding Routing/Troubleshooting Information for Service Desk:

1. **Standardize Block Templates:**

   - Create standardized templates for common troubleshooting scenarios or routing instructions. Consistent formatting and content structure can make it easier for Service Desk agents to find and apply relevant information.

2. **Link Blocks to Knowledge Articles:**

   - Link Knowledge Blocks to related Knowledge Articles. This linkage can provide additional context and resources for Service Desk agents, enabling them to access comprehensive information for troubleshooting.

3. **Include Clear Instructions:**

   - Ensure that the instructions within Knowledge Blocks are concise, clear, and actionable. Include step-by-step guidance and highlight critical points to follow when dealing with specific issues.

4. **Train Service Desk Agents:**

   - Provide training to Service Desk agents on how to effectively use Knowledge Blocks. Offer hands-on sessions or documentation explaining how to search for and apply Knowledge Blocks in different scenarios.

### General Best Practices:

1. **Regular Maintenance:**

   - Regularly review and update Knowledge Blocks to ensure their accuracy and relevance. Outdated or incorrect information can cause confusion and errors.

2. **Encourage User Feedback:**

   - Encourage users, including Service Desk agents, to provide feedback on Knowledge Blocks. Feedback mechanisms can help identify areas for improvement and refinement.

3. **Document Knowledge Block Usage:**

   - Track the usage of Knowledge Blocks, including which blocks are being accessed frequently and by whom. This data can help in optimizing and refining the content based on actual usage patterns.

4. **Comprehensive Testing:**

   - Thoroughly test Knowledge Blocks in different scenarios, including various user roles and access conditions. Identify and address any issues or unexpected behaviors before deploying them to production.

5. **Documentation and Communication:**

   - Provide clear documentation and communication to users and Service Desk agents about the introduction of Knowledge Blocks. Explain their purpose, benefits, and how to effectively utilize them.

By considering these best practices and tailoring the implementation to your organization's specific needs, you can maximize the effectiveness of Knowledge Blocks in managing content visibility and providing valuable resources to Service Desk teams. Regular feedback and continuous improvement processes will ensure that Knowledge Blocks remain valuable assets within your knowledge management strategy.

Thanks,

Danish