Knowledge Training

[Kim27]

I find it frustrating that there seems to be a lack of knowledge admin training. I do not code, I do not want to learn to be a ServiceNow architect - I just want to better understand all of the features and tools applicable to my role. What I've found is there is really complex training for admins (not knowledge admins) and then training for end users. But not much in the middle. 

So, where/how did you get trained to fully understand the features available to you in your knowledge admin/knowledge manager role? 

If find it disturbing that on the training site, Knowledge isn't even a selection for "what roles are you interested in?"

[Kim27]

Yes! A thousand times yes! I can create a new template, but cannot make it global. If I want to add a synonym, I need to open a ticket. Republish an archived article? Nope - open a ticket. It's so frustrating! 

[Lauren Methena]

Have you thought about putting this in the Idea Portal?

[Kim27]

I'm curious what everyone would like to see moved from Admin to KM admin? I have a list! 

• Making templates global
• Managing synonyms 
• Moving archived articles back to draft
• Assigning knowledge roles

I'm sure there are more, but this is a start! 

[Pam Calvey]

Kim, are you the one who put this idea in the idea portal a year ago? View Idea Page - ServiceNow Community. It was closed 3 months ago due to lack of interest.  Let's rewrite and promote again!  This is a great forum to come to to ask people to upvote ideas. 

[Kim27]

Hi Pam, yes, that was me!