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?"

[Pam Calvey]

Thanks for this, I'm finding it incredibly helpful, as I've been trying to figure out differences between our customizations and OOB for far too long. This is pointing out things I never understood, or hadn't thought about. 

[LeChara]

After some extensive research here are a list of roles we plan on adding to our Knowledge ADMIN Group in Servicenow to be allowed to admin various components of Knowledge management that seems to extend to many parts of servicenow.   There are of course areas we will still require change request for like ACLs or UI Action updates or changes due to that is a dev function. And yes there where a whole lot of UI and ACL changes needed.  But for the most part I believe we have captured a lot of what we require in our environment.  Figured I would share to see if this also helps other knowledge managers out there.

• knowledge_admin
• knowledge_domain_expert
• pa_admin
• personalize_form
• live_feed_admin
• chat_admin
• sp_admin
• flow_designer
• embedded_help_admin
• survey_admin
• assignment_rule_admin

Optional

• analytics_admin
• analytics_task_admin and - gets added by default mobile_analytics_admin
• web_analytics_admin
• ui_builder_admin
• workspace_admin

[jaimehonaker]

Good news! I am working on getting something set up around this. Stay tuned, it will most likely be in May or June. 🙂 

[Kim27]

That is good news! Thank you!!