Welcome to Process Mining in Minutes, a new video series covering real use cases across ServiceNow agentic and deterministic workflows. Each minute is short, focused on a single outcome, and built around how Process Mining actually gets used in the real world.
Minute 15: Knowledge Management
Your KB article count tells you the knowledge base is growing. Your deflection rate tells you self-service isn't where you want it. But neither tells you which articles are actually getting used to resolve incidents, or where the knowledge lifecycle is quietly breaking down.
That's exactly what Process Mining for Knowledge Management is built to answer.
In this 60-second episode, see how to visualize which articles agents are really leveraging in incident resolution, expose where the lifecycle is stalling between Draft, Published, Retired, and Outdated, and use before-and-after compare to prove the impact of knowledge improvements on resolution times.
Move beyond the article count. Find out which knowledge is actually working, and where to focus to lift both Article Quality Index and deflection.
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Process Mining for Knowledge Management
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