hello everyone good morning good evening good afternoon wherever you are joining us from um my name is sarup and today we are going to cover Knowledge Management this is part two of a series so if you have not got the part one I'd highly recommend that you catch up on that we'll do a quick recap as we get into the content but in the first section in the first part we did go into deep about uh fundamentals around knowledge managements which will be important for this section today okay um before I get started giving this presentation I may talk a little bit about roadmap uh so the Safe Harbor notice essentially saying that do not make purchasing decisions based upon anything that I've mentioned to be part of roadmap please only make your decisions based upon whatever is already released uh I lead the inbound product management at servicenow for customer workflow products specifically focused on customer engagement which includes capabilities like self-service which has Knowledge Management communities or portal or embedded services our omnichannel capabilities both um customer facing as well as Frontline agent experience and then looking at those digital channels that's what I do here Knowledge Management is part of the portfolio and I have been a life longer around knowledge with service now I've been around six and a half years total seven and half years of experience including field experience and implementing uh self-service Knowledge Management this is a part of a series of live on servicenow events that we do we have various topics that we have covered in the past and we will continue to do more and more uh specifically around topics around virtual agents predictive intelligence nlu NLP so please do join these series um these are immensely helpful for you to get started on some of the core capabilities of service now today uh as I said we'll do a quick recap of part one and then the topics that are set up today are covered about service portal talk about feedback management security that sometimes gets a little bit complex so I hope I can get your attention on that then we'll talk about uh the key analytics and metrics that we track and one of the Deep dive topics around analytics is knowledge demand and sites which is a unique layer of analytics plus AI and then if we have time we're going to get into some of the best practices content that we have plus there is some bonus content that is at the end of this deck which we most likely will run out of time and not be able to cover uh when the deck is uploaded on the community you will be able to access that and those are essentially Advanced FAQs that you may need as you go deeper and deeper into your knowledge implementation with servicenow so what did we cover in part one um we did the Knowledge Management fundamentals uh talked about KCs we talked about knowledge Administration and setup and then we covered knowledge search and again I highly recommend you to catch up on that recording from the community and the content is also uploaded there you will find a lot of good content that is also updated based upon the latest releases so keeping that in mind we should launch our first poll um hosting team could you please launch the poll questions well you're a fast Bunch within 10 seconds I see 70 percent 86. awesome I think it has stabilized can we end the poll and show the results awesome um about 67 percent of you watched it and then um some of you have watched it on on demand uh for the rest of you who did not watch it like I said highly recommend and that you catch it up um but will uh still get this going um a few of those topics that we covered in part one we'll just quickly cover uh in part we mentioned that servicenow is a platform for digital businesses we also call this the platform of platform slides so at the middle section you see a lot of foundational capabilities that are there in the platform and Knowledge Management is one of those and then there are configuration intelligence and then the third party systems to which we integrate at the end of it what you implement for your organizations are these workflows customers or industry workflows for your external casing organization and apply workflows for your employees technology workflows for your cios organization including your IIT workflow and all that and then um if you have a developer population in your organization or you know you're working with sis in the ecosystem they use a greater workflows to develop solutions for you we also talked about the knowledge ecosystem that quickly build this up so knowledge is one of the content sources that you have in your ecosystem customers and employees can find content by various means and then we also push content into public search engines via SEO uh sorry oh I think my PPT was being a little bit slow to respond on the other side of it you have the agent experience the agents are primarily resolving issues whether it's incident cases HR cases as a result of which we talked about KCs during that process they create knowledge knowledge is also created by authors and domain experts and then we have a governance process as a knowledge manager which I hope some of you are from that community so you will appreciate some of the content that they're covering we also talked about communities as a product which is user generated content whereas knowledge is organization or internally generated syndicated content communities is using that content and that primarily comes by people asking each other within the community and through various artifacts that they create mostly q a Content that that is used generated content and that's not just for users agents can participate they and we can also push questions that didn't get answered into uh formal cases and incidents uh we have the community moderator who manages most of this processes it's an important activity and then the final link between knowledge and communities is that any correct answers from the community can be harvested to make it uh an article and we do it with attribution so the for the person who might not be an internal person who actually gave the answer would be designated as an author for that content and then we also talked about that AI such opens up your doors for integrating with third-party content that may be dead in your ecosystem outside of service now we talked about KCs there are essentially two Loops uh the a loop which is the solve Loop where you are capturing content as you solve issues you're structuring them you're reusing them improving them we talked about the fact that if you're using the content attaching linking then you are actually improving that content by validating it and then the other side is the Evolve Loop so those are things that we do to make sure that there is governance around the content at a very high level we talked about that knowledge functionality within servicenow is broken down into three major areas um so you have the end user experience which might be the employee experience of the customer experience you have the agent experience who are actually resolving issues and then finally process governance uh which is the part where the knowledge managers do a lot of the work so with that we'll jump into the part two of the content today um first topic is knowledge portal so as most of you know there is a knowledge service portal home page and this is the portal that we recommend for in for you to use for internal and external users to consume knowledge um while I say that most of the time if you're using your employee workflow customer workflow you would have a customer portal or an employee service center that should be still the primary way of uh you know for employees and customers to get information and knowledge um portal the competence in the knowledge Port will actually get you know put into the uh employee portal or the customer portal however if you are using Knowledge Management Standalone the service portal is the way to go not the platform UI page and the home page provides various widgets search filters multi-language search um you know to tailor to your needs um and then there is if you are still using uh uh the Legacy homepage which is dollar knowledge.2 um which came out in the Fuji release um even before my time here at service now um that is a property that you can be able to redirect um users to the newer portal this is how that portal looks like it's built on the service portal framework three major Pages Home Page search results page and the article view page there is tons of configurability um the portal itself provides a lot of layout and capability but then each of those widgets have widget instances that you can configure to get quick changes without having to do any code uh so on this page you are seeing the home page and the article we page the search results page this is this next slide again a highly configurable uh page um the facets can be configured we have sort options can be configured um your data facets like you can create custom data facets if you need to and showing some of those instance options that you can access as an administrator again administrator so changes apply for every User it's not personalizable but um even then there is a lot of configurability which did not exist uh on on the platform page uh again a little bit of a deep dive on the facets itself you can have different types of assets so language facets so in which we do support multi-language search and if a user does select languages um that retains across session so you don't have to select that every time and then you can create a custom list field facets as well and we support different types of single select and multi-select options so again configurability is what's on the top of our mind when we built this out um so that's the portal um as I said um highly recommended if you're using knowledge Standalone otherwise use within the employee and the customer portals these capabilities are embedded within that next topic is feedback management um so not only is it important to create content and then share that content disseminate that through search and through the portal feedback is a very critical part of your Knowledge Management processes I'm probably preaching to the choir here but if you don't act as a feedback then users will lose confidence and so we have built out a quite a deep capability around this let me go through that like I said feedback is a critical part of the KCs solve Loop if you've not attended the first session you will find that why I'll be talking about KCs a lot cases is essentially the methodology that we as we have chosen for implementing Knowledge Management within the servicenow ecosystem and primarily because KCs has best practices for knowledge in the context of service which is essentially what we are doing with itsm with custom service management HR and everything so there are various use cases around um feedback both assisted and solved flag or fixed and so this is where it comes in the feedback options that we provide in flag articles if it is incorrect or inappropriate this is available to the agents you can rate an article on a scale of one to five you can mark an article as helpful or not you can also add comments we support threaded comments as well and as of Tokyo release um you can also find that you can configure the feedback options for a given knowledge base so if you say that hey in the HR knowledge base I don't want to have feedback but in IIT knowledge base I do want to have feedback you can do that and you can even go to a granular level that you can enable only one type of feedback like you may want to do a rating but not comments so those are those granularities available um it's important to also know since this is a advanced content uh today so I'm going to also talk about article versioning so we talked about article versioning in the last last part one um how to feedback an article versioning work so for example if you have rated an article there is an average rating that is persisted on the article view on the article uh metadata that gets carried over when you create a new version of that article um and there is also a helpfulness percentage that gets carried over comments are displayed at the bottom of the article across all versions of that article but essentially comments are associated with an article in the database uh when you flag an article um and after that if a new version is created by checking out an article that flag is actually reset to false view count is carried over to the checked out article so the view count is accumulated across all the versions of the article and then the use count as well so use count is when an article is attached or marked as helpful that is also carried over important to know and then to top it off we built a capability called as actionable feedback so in certain cases you will get a high volume of feedback so when um b2c websites like Disney uses Knowledge Management take to get a lot of feedback so how do you manage that amount of feedback we created something called as an actionable feedback within the product and essentially what it does is if the you can trigger certain conditions like if the rating is below three or if the article was marked as unhelpful then this pop-up shows up and the user has to give feedback on why they have given that negative feedback and that that then gets assigned as a feedback task to the author of the article or the owner of the article in the last series we talked about ownership groups as well so ownership groups uh if enabled essentially gives the ownership of the article as its name States uh to a to a group so more than one person connected manage it and that's typically what we would recommend as a best practice because people move out people may be on leave so there should be somebody to take care of the feedback however actionable feedback allows us to have this closed group process to take that feedback have somebody take a look at it take various actions around it like updating the article or creating a new article or updating search configuration so that article is findable um and and then they can respond to the user and through an email based notification system the user who gave the feedback knows that his or her feedback has been actioned there are various properties around actionable feedback um and you can use that essentially it is how when does actionable feedback get triggered um so these are the various properties that you can use to trigger actionable feedback the last property here is important this is something that came up in the last couple of releases where earlier when a feedback task when the feedback prompt was shown but the user decided not to give feedback uh specifically the the reason for the feedback and moved away we would still create a feedback task while we feel that that is still appropriate because the user had an issue but just they are lazy enough to not give the feedback um we did add a capability where you can configure so that we can force the user to give some explicit feedback uh when they when they have a negative feedback so that was knowledge feedback again a key part of it um knowledge security is the next topic uh and essentially what we're trying to do is to configure access to the knowledge base or the Articles themselves this topic does get a little bit complicated and um the way I see this is is there is a lot of configurability but with power comes responsibility so you will see that here uh so one of the key things key constructs that we have in Knowledge Management is user criteria so we secure articles as well as knowledge bases by user criteria roles can be used that was the way to do it but roles do not scale and so that's why we're strongly recommend user criteria and what user criteria is is a dynamic list of users based upon what group they belong to what role what department what location you can in fact even add custom attributes to user criteria and essentially you're creating a list of users um through user track area and once you have created that user criteria you can say that this user set of users can do a certain set of things so they can either contribute or read articles in a knowledge base you can do read or contribute at the article level you can do read an art contribute at the KB level obviously they flow down so that's where a lot of you know sort of complications come in we'll talk a little bit about there is an interesting tool that we also ship to help you manage this user criteria also allows for custom scripted user criteria so if you want to write a piece of script that determines the list of users should have access to that user criteria is possible it's servicenow service now will always allow you to have customization but we recommend that you do thorough performance testing if you are doing crypto user criteria specifically around search results um an article view loading and all of that these are some of the screenshots around it so we talked about at a KB at KB level you can do can can read cannot read and contribute contribute permission also gives you read permissions they inherit that and then at the article level also you can apply user criteria on who can read and who cannot read uh uh and so there are some uh overall overall exceptions that we also support we also support field level controls through templates uh however on the field level so when I say field level you have a article template and you have five Fields including an internal field called as internal nodes you can say that Intel notes is only available to agents population um now that is not managed through user criteria that is managed through roles and encryption contexts and all of that so that is covered in an advanced topic uh like I was saying it can get complicated there is a lot of configurability available which allows you um you know flexibility in however you want to set the access control up but if you are if you have this then the diagnostic tools comes in very handly so you can say that hey for a given user on a given article or a given knowledge base what is the access so it will determine everything and give you what is the overall access that the user has and what kind of user criteria is giving them access so it's very easy for you to say that okay because of certain things this person can read this article so um why don't we modify the user criteria to remove access if you want to um so this is super helpful um in terms of Diagnostics and helping out also um we had a lot of uh feedback from folks like you and our customers on uh having some sort of a way to manage some Advanced configuration so where you may want a set of users to have contribute permissions on the entire knowledge base but you may not want them to be able to read all the articles there are use cases that you may encounter for that so just putting this out that there is a property that we released in the last couple of releases or so where if you set this property to true then the article level read access you can say hey this user cannot read even though that user has contribute permissions so that is something that we support I think I talked about this on the ownership group uh mentioned in the in the part one uh but if you are using ownership group and you have given a a group of authors a group of users access um to an article via them being part of an ownership group and assigning that ownership group that to the Arctic world that sort of supersedes their access so they will have contribute access to that article and they will have read access to that article if they are part of an ownership group that is associated with an article um also I did want to mention user criteria and knowledge blocks so we talked about knowledge blocks in the last uh section so you have knowledge blocks are essentially reusable segments of content so it's another knowledge article but a different type of article and you can add those articles into another article so typical examples of policies and all of that so um the same policy document can be viewed by folks globally and at different levels within the organization and when they see that article they will see the policy that they're specific to them now the way we manage it is you apply the user criteria the knowledge block server and the knowledge blocks show up in the article or get evaluated in the zinc search based upon the user criteria that is associated with it so again um highly flexible for all sorts of use cases okay so we have reached a point where you know we covered a couple of advanced topics uh I also mentioned a lot about KCs in our uh first part and we talked about it so launching the poll here thank you the host team foreign okay I think it has stabilized so quickly looking at the results uh it's a healthy 63 percent uh who were aware of knowledge centered service and have adopted so 13 of you have adopted so that's great to know um please do share any feedback that you have about your KCs Journey with servicenow like I said in part one I am a strong believer in this methodology and I've seen amazing results for organizations we've adopted KCs in the effectiveness of the knowledge programs if you have feedback to share with us okay moving on so we're going to talk about knowledge analytics um so you learned about Knowledge Management you deployed Knowledge Management you made sure that everybody has access to it you have made sure those who should not have access uh should you know they don't get access to the right articles it's all going you also had search we talked about that last part um and so everybody's having access to the content that they need to now finally you want to measure uh the effectiveness so there are several dashboards and some of these are Legacy dashboards that have carried on a forward um but most of our Advanced dashboards use performance analytics product um which is what we strongly recommend for you to Leverage The Best of analytics that service now can provide so uh the Knowledge Management dashboard at a very high level there are three tabs if you see that is the content usage so what is the user activity in terms of searches in terms of article views you we also measure something called as click-through rate it's like how many times data user actually click through on a search results and then what is the click rank I think the screenshot is a bit cut out here uh click rank such as like from the top what was the rank of the article that they clicked so higher click-through rates are are better like 60 70 percent uh lower click ranks or better means that results are more relevant there's also content governance um these are some of the basic reports around time to publish uh articles published and all of that and if you go to our documentation site you will see a bunch of metrics and and that we have made available for knowledge that you can put into your dashboards then we build something called a self-service analytics um this is available for I think all the three workflows essentially what we are doing is we are taking uh the concept of deflection and trying to find out how many issues that a customer is contacting us are getting deflected and you can Define what is a deflection for EU so if a user views an article does not create an incident we would within the next 24 hours we would call that as a deflection so you could Define what pattern consists of a deflection what is explicit what is the next you know implicit deflection and then you can use that for measuring how effective your knowledge is we also do that for knowledge Community for VA for catalog as well the screenshot is not denoting that and you can measure those over time what you can also do is to take a look at cost and if you say that an incident costs you X number of dollars or whatever currency you're using in your location you can determine how much cost has a given Channel and the channel can be knowledge Community VA catalog amongst others how much uh cost savings is that doing because of the deflections um the Shelf as analytics also has an unsuccessful searches uh widget as well so what it does is it finds searches where the user did not click through on any results or it returns zero results and it takes that and it takes those Search terms and does the clustering and using that clustering it can say that hey these Search terms are related you can analyze those and either do some tuning to point them to the right articles or actually create articles for this you can create knowledge gaps as well as a result of this so these are actionable reports which are using AI techniques like clustering to do some of that finally we're going to talk about knowledge demand insights so essentially this is uh sort of our Premier capability in terms of looking at knowledge articles and looking at cases or incidents in a given time and saying that what are your gaps in the knowledge base and using that to guide you to create certain set of Articles to improve your deflection rate so it's available in Incident Management CSM as well as for HR case we're going to Deep dive on this a little bit uh so what is a knowledge Gap per se and what what is the business case so we essentially are trying to say that uh what is available in the knowledge base versus what we need to know is the gap what we need to know is usually indicated by what the customers or your employees are asking you in in the uh in the context of an incident case or an HR case obviously if you're creating this knowledge article you will get better deflection you will improve the quality of your knowledge base essentially what happens is this is a little bit more on the architecture of this so you're you've taken various inputs like the case and incidents and the knowledge base you apply a bunch of machine learning techniques and heuristics to say that um you know what articles do not uh what incidents or cases do not have coverage based upon a knowledge basis uh articles that we have and then find knowledge gaps and those knowledge gaps get assigned to various folks um you can have a curation user which is essentially a knowledge divide experts who takes that look at those knowledge gaps and assigns to authors to create knowledge articles um super effective again this is more into the technology of it I'm going to skip it you can take a look at it when you get the content this was a sort of an internal analysis they were doing as as we were tuning the the ml algorithms um what we found is that you know you have a lot of the blue dots are your cases the red dots are your knowledge articles um and we found that there were areas where they didn't have any coverage right obviously you are not going to see this in the instance um this is more of an analysis for us um and so apart from just not lacking coverage good coverage or candidates for revision which also tells you candidates for retirement these two we have not implemented yet those are in the roadmap in terms of giving you advice on which articles you should retire this is what you do see in the product um what you will see is that it will give you a Pareto chart These Bars represent the excuse me a second these bards represent the clusters of cases and this line represents the 80 20 rule so what it is basically saying is that if you solve for these clusters these seven or eight clusters you will actually solve for eighty percent of your faces that do not have a knowledge coverage when you click on any of these clusters you will see the cases obviously this is a demo instance so they are all looking the same but you will see that these cases are related to each other we do some similarity and clustering around it and then you can pick a few articles and create a knowledge Gap out of it and that knowledge Gap can be then converted into a knowledge article as a part of your actionable feedback process so so a closed loop process to help you improve the quality of your knowledge base and make it more effective in solving incidents and cases that are coming in so that was knowledge demand insights um so those were some of the very high level topics I'm now going to get into some of the best practice content how are we doing on uh Q and A can we should we take a break uh answer some of the key yes sir we've we've been answering them all along we have one that's um for it question that says how to increase adoption for Knowledge Management even as quick suggestions for incidents we're facing now yeah so they're facing low adoption on knowledge yeah so we may need to Deep dive on this Aditya um but one of the ways of uh doing in improving adoption of knowledge is obviously having a knowledge portal so folks should know where to go to but the second thing is when they do create an incident um we do have a way to show articles within the record producer as a means of explicit deflection So based upon the information that they're giving in the incident You can predict uh you can show articles and they can click on particle and marketers explicitly say yeah this helps so that is one way of doing it there are other capabilities that are there in the product like Agent Zero or capabilities such as autoresponders that you can set up where you can send a knowledge article back to a person who has created incidents Without Really assigning that incident to somebody and that's usually a good way to say that hey there is a knowledge article that solves this issue and since you're pointing to the article in the portal they're more likely to be create that habit to view that article in the future go to the portal in the future so that those are some ways but I'm sure um our its and product management team can help you in um doing a deeper dive and then maybe our host team can coordinate that okay seems like we've answered on the um set of questions there thank you Harriet Aditya and Matt so we'll get into the best practice content um so from a Casey's point of view the first thing that we say is you know identify your knowledge roles like candidate contributed published coach and domain expert uh typically candidates can view articles can assign articles to incidents and cases contributors and create articles as well publisher can actually publish that all the way coaches used in our akoi and some of the other use cases where if you want somebody to view the Articles and do quality analysis of that then coaches come in domain experts uh they're typically curating the knowledge base so the knowledge demand insights feature that we talked about is a domain expert feature uh we do suggest to use templates templates provide structure to your articles they provide governance they improve readability um you know if you are you have external content uh we do suggest that use AI search and external content plugin for AI search to bring that content into service now when you have knowledge that is fractured across multiple systems that's usually a burden on the users and they will end up not looking at them and just picking up the phone or sending an email um helping agents link articles uh we have metrics in the in the dashboards about looking at linking rate linking is a very healthy activity which essentially is saying that the articles are getting be used and sometimes enforcing that is not a bad idea and then knowledge demand insights is another way of using to improve your linking rate because you will end up having more articles that are solving the issues so um not only is linking adherence important there is also linking accuracy so you should monitor that you know do some sampling and say are they doing the proper linking so are the linking just for the sake of the process or do they do they really follow the process so some of the roadmap items like uh par reports performance ideas and supports are going to tackle that aqi um we have a full pleasure processor on that and then tracking and improving Knowledge Management at the core of it is also a very heavy change management heavy process so having a program around it is very helpful and KCs has excellent guidelines around managing uh Knowledge Management Programs from an end user experience uh self-service is something that we strongly recommend uh you know if you don't have self-service you will always have exponential growth in your support cost as the complexity of issues complexity of products increase for you um you you need to have self-service and have the the benefits of the scale that Knowledge Management provides service portal is the best way to do that you also have the CSM and the itsm portals that you can use for that um using AI search to help in the findability of the content again strongly recommended we didn't cover subscriptions but you can look up subscriptions in our documentation maybe the team can put that link on the on the zoom chat uh subscriptions are an excellent way of keeping users up to date so users can subscribe to a knowledge base or an article so if you're subscribed to a knowledge base you will know if there are new articles published you can subscribe to our article you will know the changes that have been done feedback management I think we talked about it feedback management is very important to keep up the morale of your users that are you know using the content and providing feedback as well as in continuous Improvement of the quality of the article SEO I think there is enough in in the external uh Google search engines world that you know how important SEO is if you are having a knowledge base published externally and we do a lot of effort even some of the roadmap work that we are doing right now is focused uh you know squarely on SEO uh I think the question that came from one of our colleagues here um deflecting incidents and cases to record producer that's another great way of uh improving the adoption of knowledge and making sure that they access knowledge before they actually create the case so deflection leveraging communities to crowdsource content there are psychological studies which say that communities content user-generated content is more trustworthy for users than knowledge articles uh specifically in b2c retail segments or communities is something that we would recommend as well and then multilingual search do not create frustrating experiences for your folks that cannot understand the primary language of your organization so that is important moving on to agent experience we encourage agents to do so to search early search often so you know don't try to reinvent the wheel every time first search about it and there are various configurations available that are there in the advanced FAQ document here where you can make sure that as you fill up different fields in the incident like the cause symptoms resolutions you can also make further searches and then provide contextual search enable contextual search for your agents whether it's the workspace whether it's agent assist or in the core UI UI 16 enable that enable various types of contextual search like articles communities even using AI to show similar articles or similar incidents recommendations or guided decisions you you want to help your agents being able to solve issues better and faster with churn in the agent population the ramp up time can be seriously reduced if you are providing context aware recommendation um again when they react when they work with a knowledge article encourage them to interact with it like attach it if you if they find it um helpful to send it to the customer so attaching it since the customer marking that helpful keeps that link and says that to other agents who are working on the same incident or care that this content is helpful flying and fixing some Knowledge Management is a collective ownership responsibility it is not the responsibility of those select half a dozen people uh sitting in Seattle that are going to create the knowledge articles sorry I don't mean to offend anybody come any company in Seattle but um the idea being that it's a collective responsibility um if you find something that is not appropriate flag it so that somebody can take care of it if you actually have the permission like if you are a contributor or a publisher as a KCs role then fix it and believe me your agents who are writing a case notes and incident notes and talking to customers and employees they know sufficient language um and to be able to write articles it's proven with the cases methodology um and and so don't have trust issues around that uh create a knowledge in context as well using article templates so if you are creating a knowledge article as a part of the interaction of solving an incident or a case then create a knowledge article if there's nothing existing and there is a feature available where it actually copies various fields from the incident or case and puts it into the knowledge article and then the template so we have we ship an out of the box template for KCs take a look at it that's what we recommend and the outer box configuration for both Incident Management and CSM and HR uses that agent workspace again um this is not directly related to knowledge but agent workspace is optimized for improving the performance of agents and knowledge is integrated into it so agent assist again for agents they need to report knowledge gaps when there is nothing that they can find there is a closed loop process to solve it if they don't report it will not find it and that Gap will exist obviously knowledge demand insights can solve for it but encourage those behaviors and then finally from the community if answers are not found to certain questions and those have a lot of upwards in terms of people having the same problem then have some automated process around converting those unannounced questions into cases or incidents again strongly recommended finally on governance which is the you know the stuff that knowledge managers love um again I'll spend more time on these because each of these lines are important each of these bullet points are important so knowledge bases do not create knowledge base one for Intel one for external huge no no um you have enough configurability in your user criteria and article level user criteria to say that you have a customer service knowledge base and some articles in that customer service knowledge base is available for uh agents only you can do that same applies for Incident Management in IPS and we can say that hey the support desk has a set of Articles within a given knowledge base that overall is available to all employees and then you can even within an article you can do to have that structured styling and you can say that within an article uh part of the article is only available to the agents you can do that Do Not Duplicate knowledge articles you will have challenges in keeping them up to date and all of that um article templates we talked about that controlling article structure structure for your KB by associating articles to them um and then the categorization those are important reviewing the metrics you know you cannot just let a uh you know when you're driving your car you take a look at the gauge right um You cannot drive the car if you're not looking at the gauge same applies to a program review the metrics change configs think that it specifically in the early days demand insights again strongly recommended it it leverages the power of AI to help you create better articles improve your deflection um use uh some of the uh search related gaps that we have in in the knowledge dashboard find unsuccessful searches solve solve for those continuous process around improving the con quality of knowledge um Effectiveness around search search trends like we talked about click through report and click rank report and all of those take a look at it um we also provide Tools around creating high quality content um so you can either use knowledge Word documents and you can import them into servicenow but also we've built recently in the Paris release a way for Microsoft using Microsoft Word online and you can directly publish articles from there into your authoring process so you have the best of the Microsoft Word online editor plus the Office 365 collaboration capabilities and when you are ready you just publish that so we have a nice integration that works on that ensuring article recency by configuring article validity so you also want to make sure that articles are not getting stale there is an article validity at the KB level that you can assign so it says that hey after 36 365 days the Articles will no longer be valid and they are no longer searchable now you can still find that article if you go there so you can configure that date and that date also has Associated notification so one month one week before that you can send notifications to the author saying that hey this article is going to get I'm going to get um you know expire because the validate is coming up again great ideas for keeping your articles fresh um and then um having a KCs program which I would strongly recommend also teaches you how to curate coaches and domain experts within your ecosystem and they help in improving the quality of your articles um then we're going to talk about article content itself um how to write good articles right so KB article templates they help in standardizing I think I've told about three times I can hope that that helps in the retention of this particular concept applying field level security to say that hey this article this part of the article is only accessible to a select audience using knowledge blocks um so that you are reusing content for specifically for policies and all of that is super helpful establishing standards for authoring Quality you can put the standards in the form of your aqi so consistent format keeping language clear and concise you can create a standards list for your organization um adding screenshots or videos within the content is always going to attract more be worship than chest externally content um knowledge articles are not meant to be learned documents except in the case of HR policies um you know so knowledge articles by definition you know the data information knowledge wisdom pyramid knowledge is actionable so it has to be short it has to be digestible it is it has to have context in which this knowledge applies don't try to create five page documents that is not a knowledge article that's documentation and documentation Knowledge Management are two different things we can speak at length about that um answer only one question in each article use Clear action based titles so um you know issue with my phone screen or issue with my phone Wi-Fi right so mentioning those clear terms in the title actually helps putting terms and acronyms in your synonym dictionary that's hugely helpful adding search phrases um into articles via meta tags and all of that again hugely helpful obviously with AI sets some of that is much easier linking articles to show relationships so there is a way to link one article to another so the way there is a field uh there is a little at least where you can do that so somebody is looking for travel policy you also want to say hey how to enable your credit card for foreign travel right so those are some of the things that you can easily do and then in the UI there is a widget that shows the linked articles um in the article itself you can add context like at the top of the article you can have a summary said does this really article apply don't expect them to read through the article and then at the end of it doesn't apply simple ideas like what product is this article about um that does that will help so uh we are at the end of um our part two as well today so uh I have added some links around from KCs a documentation for our uh knowledge product uh I have also provided a link to the community topic on service now Community uh by the way we use our own product there so the knowledge topic is there so you can have discussions with other fellow knowledge managers and knowledge practitioners there is an FAQ article that some of our engineers and documentation folks created because those are the common questions that come up so again this is the user generated content not necessarily documentation that you can take a look at um if you if we have picked your interest about KCs again giving some links to some ACS content um strongly recommended um it's a thoroughly well-vetted methodology and we have seen some great success with it so um I'm going to spend the last three four minutes on questions um I do have some bonus content at the end of this deck which is FAQ on Advanced topics which I'm not going to cover uh in this but let's do some q a here and um when you get the bonus content please do read through it if you have questions I know our hosting team is putting these on the community as well so put your questions there at mentioned me I'll try to answer those okay we just have the one question there from Ula um and the question is um why should I assume knowledge bases be made for departments and not for the audience she has two knowledge bases one for an I.T intern and one for end users and those are restricted to always be reviewed and approved okay so um so so the simple policy is this like for example if you're in turn it still needs to find out how to access the corporate Wi-Fi um now that article would you be duplicating in for your employees as well as for your intern uh probably not um you will have challenges in um keeping them up to date and I'm using an example that may not be as relevant so the idea here is to um have reusability of your content across your user bases um and then only restrict the content that they should not see or should see at the article level however it may depend upon use case to use case you may have uh some situation within your organization that may need to create something specifically for it uh into interns and I.T that is that is okay sometimes we do see this use case where um you create a separate knowledge base for exclusive content right so um this this applies more in terms of customer service management where we have seen a customer who has 20 odd products and they want to provide entitlement to those knowledge articles so they would create 20 different knowledge bases but then there is common FAQ across all the products that they would put in a common knowledge base so it's okay to do those kind of setup as well but our advice would be based upon understanding your use case a little bit better okay um it seems we are at the end of our time um appreciate the participation across both these sessions thank you so much um it has been an honor and pleasure to bring this to you and as I said if you have questions um that are lingering put them on the community a bunch of folks will jump in to answer that including myself and do join other events in the series these are incredibly helpful for you to get started on service now thank you and good evening good day and good afternoon foreign