I just earned my CSI KCS (knowledge centered service) certificate and now I want to focus on ways to improve my company's use of Knowledge Management within ServiceNow.
We will be implementing Knowledge Blocks within Utah soon. Once that takes place, I want to enhance our customer experience by utilizing other ServiceNow features. Since I'm a knowledge author/editor, and not a developer, I don't know what else I should study. My goal is to learn more about the inner workings of ServiceNow so I can then suggest other out of the box features to activate.
Our customers (i.e., my readers) are most of the general workforce seeking Technical Support help. We have a separate knowledge base for IT (primarily support techs and developers).
Can anyone suggest a course of study?
FYI: I already have a Certificate in Technical Communication from UCLA Extension.
