The Real Talk: Your Knowledge base will never be perfect
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
One thing I keep hearing as I talk to my peers about turning on AI is: I'm not sure that our knowledge is in a state where it will make AI beneficial.
I get that but I think it's more of a delay tactic than an actual reason to not get started.
Yes, KBs exist from systems which were retired years ago
Yes, the process changes so frequently that the moment you hit publish, it needs to be edited again
Yes, there are whole businesses processes not in/connected to ServiceNow
Despite your view of your data, is it enough to not take the first step?
Turning it on and prompting the common user questions will tell you if your data is garbage or if it's performing 'good enough'. Don't let perfection get in the way of you getting started.
What's the worst which would happen if you go live with sub par knowledge? Scare me straight.
- Labels:
-
platform owner
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
My game plan is to start working with the Knowledge Base owners and start a content inventory and cleanup. We just installed the Knowledge Center which I believe will help us some. Like you said cannot let perfection get in the way of getting started. Just gotta make progress!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
report on how it goes!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
4 weeks ago
I always follow the 80/20 rule. You will never be 100%. Our approach to is to use reporting to identify the top used knowledge articles and start building a plan around those
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
get started!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
I love all the suggestions here. 80/20 rule, Knowledge Center, etc. I think starting where you are is the best approach to knowledge; otherwise, you never will.
One strategy we are using is to modularize the AI so it draws on targeted segments of the knowledge base aligned with each support team’s specific articles.
As part of the team rollout, we demonstrate how effective the AI can be when supported by high-quality articles. We encourage teams to focus on improving their content, knowing that stronger articles will directly improve the AI’s performance.
This approach lets us tackle the effort incrementally, achieve quicker wins, and build momentum over time. It also puts the power with each support team to make AI better and better for their operations.
