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?"

[jaimehonaker]

All great comments! Let me see what I can find out/do. As a side note, a regular KMUG attendee (which most of you are 🙂 ) was asking about something included along these lines, for a future session.

And YES to what @Lauren Methena said about permissions and the sys admin. ^^. It might be easier for me, to break off pieces of this that you'd like to know/hear about, with the understanding that you might not be able to do it without going to your sys admin.

I understand that doesn't "fix" the lack for an actual training, but it might be a good place for our team to start. 

[Kim27]

Hi Jamie, what I would like to understand is what is possible (staying as close to OOB as we can) that takes knowledge to the next level. I feel that we are just touching the surface of what the tool can do. 

• I've seem some systems where knowledge articles include fields for assignment groups, incident category/subcategory, and urgency - when selecting the article, it automatically sets those fields in the ticket. 
• Is anyone using AI to drive agents to the right knowledge article?
• How are people leveraging assignment groups? 
• Best practices managing feedback
• What can we automate? 
• Tie coaching opportunities to related knowledge articles

Does that make sense? 

[jaimehonaker]

Hi Kim, so this whole thread has got me thinking. 🙂 Do you remember how we did the separate focused PA sessions last year where German, our analyst, came on and walked people through how to create a PA dashboard?

There are some system related questions here, and there may be some people questions in here. I think it could be a combination of a couple people of my team (maybe Raghu and I) and then one other person whom I'll reach out to, and see if we can do like a panel/workshop, separate from a KMUG session. 

I'd most likely start a new thread but link to this one for context and ask for things in advance that I go over with our third person, who would be our "expert." People could also ask any other pending questions, but we could build it around what people want to hear about.

What does everyone think about that? 

[Kim27]

I like the idea! Just knowing the "art of possible" would be a huge step forward!

[Aerin]

As I mentioned earlier, I'm less than a year into using ServiceNow, and trying desperately to get up to speed. Anything than offers concrete use cases, examples, best practices, etc., would be very much appreciated. Things that are on my list to learn about, once we have functional custom templates are: 

• synonym dictionary
• stop word configuration
• inverse document frequency checking
• partial match rules (the first four are things I know exist from reading the documentation, but I don't know if I can touch, if I need a sys admin, if I need a dev, how to make best use of them, etc.)
• figuring out what data I need in a dashboard and how to set it up
• a medium-future term project is to redesign the front portal interface and at the moment I don't even know where to start with that

But frankly I'd be happy to sit in on anything that offers more than just a video capture of what's in the documentation, to store away for future implementation, if we're not ready for it right away.