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The takeaway

Congratulations, you are ready to be a champion of organizational knowledge! Knowledge management focuses on ensuring that the right information is delivered to the right place or person at the right time. Providing your employees with direct access to knowledge allows them to make more informed decisions. HR is more efficient and the quality of services the department delivers is improved.

Keep these tips in mind:

  • Be sure to celebrate with your knowledge management team and promote the launch of your knowledge base.
  • Typically, the launch of a knowledge base coincides with case management and the employee service center, so partner on the deployment of both tools.
  • Be prepared for change management before your go‑live. This key step is required to experience greater adoption.
  • Working with your marketing and internal communications teams is the best way to promote within the business.
  • Make sure to track your progress using reporting tools within ServiceNow to demonstrate knowledge management effectiveness and to identify any possible remediation.

Take a look at these 10 success metrics from one of our customers:

  • View of content (Top 10)
  • Content ratings (Top 10 and bottom 10 starts/helpful)
  • Content viewed that results in case created (Top 10)
  • Number of cases created overall
  • Overall site visits (logins)
  • User patterns by location, job type/level, or other (TBD)
  • HR use patterns (content views vs. case creation)
  • Case deflection
  • Reporting frequency: monthly, quarterly, year over year
  • Overall user satisfaction by annual survey (SurveyMonkey)

After deployment, ServiceNow customers have experienced these benefits:

  • Reliable and consistent answers to all employee inquiries, regardless of geography, role, and status
  • Faster case and incident resolution, which promotes case deflection through employee self‑service and better enables HR support agents to provide quicker, more accurate replies
  • Increased employee satisfaction
  • Improved employee retention

One customer experienced these benefits from deploying HR Knowledge Management:

  • Foundation for self‑service deflection
  • Cases are shifted left
  • Easier to cover when someone is on vacation
  • More sustainable when someone leaves
  • Improves case documentation
  • Everyone knows the same thing
  • Higher audit and CSAT scores
  • Faster to onboard new employees

"Reduction in case volume not only reduces the burden on your team but allows the HR organization to become less tactical and more strategic.

Since going live a week ago it's been extremely exciting for the function to see the uptake rate from the business. The knowledge base articles have been accessed 1,825 times and 285 forms have now been lodged online!

That's 1825 queries HR didn't need to field and potentially 95 work‑hours saved from form filling and authorising!" – Janette Woodham, Head of Human Resources, Western Power

Especially when the deployment is well communicated and celebrated, ServiceNow customers usually see users adopt the knowledge base immediately. For example, after deployment, an enterprise HRSD customer experienced 57,000 knowledge views in the first month by around 10,000 employees, resulting in 80% case deflection.

Note: This best practice document covers the starting stages of knowledge management. Once your knowledge base is deployed, there are many other processes and best practices to follow in order to grow and maintain an effective knowledge management function. Look for additional knowledge management best practices in the future.

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