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]

Lauren, thank you! You have some really helpful tips here and they are very much appreciated! 

I have a suggestion for you - I noticed in your screen shots there are some additional items you may want to add to your editor. 

1. Paragraph gives you the standard headers
2. Clear format allows you to select text and clear all format (handy for importing content from Word)
3. Anchor tags, no need to go into the code - insert and name the anchor. To link to the anchor, select the hyperlink icon and in the URL add #anchorname and set the target to same frame. 

[Lauren Methena]

Thank you, Kim! I knew about #1. We just don't use it very often. (We played with headers early on and didn't like them, and we were told we wouldn't customize them - oh, well!)

#2 and #3 are definitely helpful! I especially can't wait to try #3.

Looks like I need to update some of my documentation. LOL!

Thanks for sharing! 

[LeChara]

Hi I just stumbled on this post and I happen to be gathering information on training up one of my employees so thought I would share.

Check out the following learning LXPs at this site: https://nowlearning.service-now.com/lxp
Knowledge Management on the Now Platform
Knowledge Management (KM) Fundamentals
Knowledge Management (KM) Implementation
Knowledge Management: Use Knowledge (Paris)
Mobile: Create an Application (Rome)
Rome Delta – Certified System Administrator
Rome Delta – Certified Application Specialist – Performance Analytics

PATH 
Incident Management on the Now Platform (Paris)
Problem Management on the Now Platform (Paris)
Change Management on the Now Platform (Paris)
Knowledge Management on the Now Platform (Paris)
Customer Service Management on the Now Platform (Paris)

Now dealing with servicenow roles, groups & ACLs/permissions is like a onion within servicenow every time I understand a layer I found there are many more.  So it's a bit of learning development and system architecture to fully get a handle on all knowledge aspects of servicenow.  I've been on a little adventure diving as deep as I can sadly after my Idea for migrating all knowledge permissions to the knowledge_admin was not consider.  It got "Unlikely to implement" so I've been peeling back the layers when time allows for the past 2 months so far and I know there is much more to go.  As my main focus right now is all the internal permission I have yet to touch external needed permissions for customer facing articles.  The saving grace is the ability to download a servicenow Dev and to be able to go to town on figuring things out. Do not sleep on that feature of service now as it's very powerful for getting hands on experience before doing stuff in your production.  Well hope this helps some people with more knowledge training but i would highly recommend also looking at the learning on acls and more.  Take care. 

[Aerin]

I have done the KM specific training in your list above and found it to be of limited usefulness. If it's intended to be a base, followed up by training in your specific organization, it's probably very helpful. As someone coming in brand new to SN, with a small internal SN team that has no experience with Knowledge Bases, it was frustrating. After almost 5 months, I'm still struggling to set up KBs and templates that will meet the business needs and are possible within the abilities of the software.

[LeChara]

I agree in regards to the struggle, I have figured out most of what's needed myself and then find out I have to present it in a video over to my dev team as I don't have access to make any of the changes.  Especially when it comes to templates, turns out you also require the "personalize_form" role in order to be able to add your new templates you create into the actual article template.  I am spending a lot of time right now mapping out every role the Knowledge admin will need, and I'm making a special request to be granted Temp access to the "Team Development Code Reviewers" group for admin access for any ACLs that need to be configured as well as setting up a change request process if they don't accept that fact we need admin access at times.  So yes I feel your pain.  I'm also super determined to get this project off the ground this year as much as possible.  I wouldn't mind sharing my video on template creating with you that I had to send to dev if your still having trouble I just need to edit out all the branding stuff. Let me know.