so for those of you who are new a very warm welcome to the employee Center Academy we do this every month and this this month's topic is service catalog and knowledge experience now if this is the first time you're joining I want to set some expectations of what this is going to be about so let me just start by saying these sessions are for you these are your time with the servicenow product team to ask your questions and interact so please don't shy away from asking questions and and like bombard us with your question we would love that and this is not typically this is not just a presentation we are configuring the product live today the topic is a little dense so it might be a little bit more of us presenting you but uh uh like doesn't stop the discussion so please ask all your questions and then we will be back next month the session title says TBD but it is going to be design best practices so um uh I I hope that is something that you're very interested in as well and will join on November 16th with us to ask your questions we recommend you and and really really encourage you to use the Q a panel um the chat is for comments share your thoughts let us know where you're Joy dialing in from what you're sipping while you are listening to this uh this conversation today um all of that is for chat and the Q a we have experts Manning the Q a panel so please please ask your questions there so we don't miss it don't worry about the slides uh and taking notes because we will share the slides and the recording for this session it will in fact go on YouTube and typically we take about two to three days um or a little bit more to get get this recording out so please be patient if you're waiting for the recording in general I I we do want to highlight like this is part of a series of different uh um Academy sessions which are all posted on community along with a lot of different other material the screenshot over here is is showcasing our older community but we recently overhauled it and there's a new experience on it so I highly encourage you to go on community and and just explore it we also have a now learning course on employee centers if this is the first time you are you know like working with employee centered deploying it I I encourage you and your stakeholders to just go through that at least the people who are involved in the project to go through that course because it will give you a good understanding of what how to configure it and what the different capabilities are last but not the least we do have now create uh which provides you a lot of uh self-implementation guidelines and there are a lot of like interesting workbooks like there is a taxonomy workbook over there and then the YouTube playlist which I was talking about which gives you all the content that we are creating from employee Center perspective right so today's topic we will be focusing on the foundation of of employee Center or any portal in fact about from servicenow which is going to be uh service catalog and knowledge experience both of these are core to actually having a a meaningful experience for an employee Center and I have two of my esteemed colleagues um join me for presenting on this topic we have saroop who will be talking uh on knowledge experience um he's a senior director within servicenow and has been working on the knowledge module for years now and is almost like his baby um so if you want to just say hi oh sorry I was not open to come on early okay hey um yeah Knowledge Management is something that I've been working on for almost my entire career and here at service now I've been managing it for close to seven years and we are in the process of um transitioning this to a new leadership um so next time you meet on knowledge you'll probably be talking to Robin she's also on the call today Robin Peters uh and I'm happy to be here sharing some of the content today looking forward to your conversations and questions and another presenter that we have um Karthik um is a product manager within our itsn space and owns the entire service catalog experience and has been instrumental in taking it to the next levels ah thank you manage to say hi to meet you awesome um I think your voice was a little choppy uh but we'll uh you may want to just see how to fix that while we yeah okay we'll move ahead while Karthik fixes his um my issue um he he had to drop and he'd probably come back he's dialing in from India by the way so for those of you who are um dialing in and staying up late as well so Karthik is also um giving us time from all the way India so thank you Karthik for that all right so we'll start with service catalog first um and and dive deep into it and then Knowledge Management but before we get into individuals I do want to highlight some of the basic things um that is different in employee Center and it's common to both employ the the service catalog and Knowledge Management so first is just how do you get to any of the content which is either um a catalog item or a request item or knowledge article so three different things that we want to highlight the first one is um employees Center the core of employee Center is um is the unified taxonomy it's the fact that you don't have to go to a different place to browse your service catalog and to browse the knowledge articles and in fact you the browse for both of these is is Unified through a set of topic hierarchy which unifies all the content whether it is requests articles Communications micro sites any anything that you want to think of in into this single topic hierarchy structure and the reason behind this is that because employees are not often thinking like I need help with eggs should I be going to a catalog or knowledge they often don't have that understanding good and they want to browse with a topic in mind and you can think of it as if you're going to a shopping uh shopping experience um or you're in a grocery store your aisles are typically just the things that you need whether that is um raw ingredients for it or whether it is the actual cool thing made is is not something that you have often made that decision so it's the same thing um it's the same logic applies when an employee is searching for content in an organization so unified taxonomy is the one way to surface it second is there's a lot of exp there are a lot of capabilities in employee Center to surface content up for the employee as relevant and as applicable to them so what is of course you user driven so one is like the employee can indicate that this type of this content is like my favorite I access it of it so put it in my my favorite space so that's one way to discover content the other is also machine learning based content recommendations so on employee Center you would see a recommended for you widget which basically surfaces up both the catalog items as well as knowledge articles up for the employee based on popularity um and animal algorithms and last but not the least there's this whole new search experience that we have with employee Center which is based on AI um it's the AI social experience and we've been investing quite heavily on how to make the search results coming out of it more relevant so this this page here gets one step deep into the unified taxonomy so the what you see on the left is is actually just the home page you can see the recommended for you widget in the middle there are ways of highlighting topics and essentially what the employee is doing is they say oh yes I do need help with um with my computer um when they go into that topic page and from that topic page they get into the content and they're like they're making the decision that okay within computer I need this laptop or whether I need an article that talks about can I renew the article the the uh computer or not so all that information is together in that topic page so this is just summarizing the unified taxonomy experience and over here I just have a screenshot of the AI search experience and you can see um the the AI search is actually quite powerful I'm not gonna go too deep into it because we have covered it quite heavily in a separate session and I encourage you to go and look for that if you don't have it and and we are happy to share it on chat as well if you're looking for it currently but um yeah I search essentially brings in the most relevant content up for the employee based on their intent based on their profile based on their history and all of that so um really bad for me now with that brief intro I'm gonna hand it over to Karthik I think I hope you're um Mike and all of that is sorted um to to walk us through the service catalog experience for an employee Center and answer your questions this is a great time to ask questions that you have related to catalog thank you so much Kuja uh sorry everyone about my shopping internet uh let me start introducing myself I'm Karthik I'm part of the product management at itsn uh it's been about two and a half years since I joined service now and ever since I've been handling service catalog catalog Builder and request management let me chemistry and take you through the the service catalog at itsm in service now so service catalog is a place where you would want to expose your services and products uh to your employees via any portal and employee Center is one example so when some when you open a catalog item uh so this is how you would you would see it uh at the top you'll have the title in the in the center you'll have the content or which will describe what the item is about in this case it's a laptop so you'll see an image you can you can set the content and what follows are something uh we call in service catalog word you can also call them as questions that you want answers to now to fulfill this particular item or request on the right you have a widget which will which will give more information to the uh the requester to where they can choose the quantity if it's a product uh it it can it can show price uh static as well as recurring and it will show a tentative delivery time you can either uh I have to add this item to a cart you can choose to enable the wish list where you can add this to a wish list or you can directly order it so this is basically the tables of how a catalog item or a recorder looks like going on apart from the the item itself you can actually add related items and knowledge articles to an item itself so it is it is a best practice to add relevant catalog items and knowledge articles to a catalog item so that customers or requesters can actually find similar items when they come to browse on this page to make this user criteria and user critical Diagnostics user criteria is a way to uh restrict access to catalog items Oracle producers you can use user criteria to to provide only relevant items to a particular user for example you can Define one particular item to be only only be available for us customers or or it could be available only to one particular business unit or of your organization you can define those kind of policies and rules using user criteria and we have something called user credit diagnostic which which you can use to view and troubleshoot access issues so in the example that I showed here the the one at the top uh in both case in both cases the user is able tutor but but able tutor has access to channel laptop while he does not have access to parking sticker request due to some reason so you can uh to troubleshoot access issues when requesters bring up bring that to you you can use the user calculator Diagnostics tool to find out where the problem lies the next is shopping cart and wishlist you can choose to add a shopping carts shopping cart and wishlist features to employee Center by default they are not enabled in employee Center while while in service portal World they would have been enabled by default to enable that in employee Center you would have to uh you have to actually go to the employee Center record and there you have to make a change so we have to there's a piece of code in the employee Center record where you have to go and and make it make the change where we should then apply to a private center and then you can actually start using the shopping cart and wishlist in case you deemed that these features are not required and most in most cases where you see that you don't want to have multiple ritms in a request right or in such scenarios some customers actually don't go for card so if you deem that in your case you don't want shopping cart or wishlist then do consult disabling that uh in the in the service catalog so that the buttons don't appear on cattle item form as well as the car does not display in the portrait moving on uh I have some general best practices guidelines for service catalog the first one is about catalog Builder if you have if you have not used catalog Builder I highly encourage you to to check out catalog Builder it's a new modern ux modern experience modern modern ux design for creating catalog items and this is aimed at the service owner to who who does not have any knowledge of service now or who's not tech tech savvy to actually go go ahead and create catalog items on their own at least the simple ones can be created uh by the service owner themselves you can use catalog Builder to democratize your catalog maintenance right and catalog Builder provides the the many advantages and some of the the top ones are it's a modern ux for creating and editing tattoo items and record producers you have the ability to define guard rails and restrictions via catalog Cambridge so if you want uh your users not to use one particular variable type you can Define that if you want to mandate image to be part of uh you know every catalog item you can mandate that so if they are their mandates guard rails and restrictions you can put using catalog Builder uh using the catalog templates feature of catalog Builder and the next one is service performance steps which is a data driven request performing approach so using service fulfillment steps you you can basically Define the the very simple fulfillment uh process in your company for example uh if you if your fulfillment consists of a couple of approvals and two or three tasks and that's it there isn't any complex logic to it which is the case with most of the cattle items that we've seen we've seen 80 percent of catalog weapons having only one or two approvals and one or two tasks you won't need a workload a flow to you know Define that so you can use separate service document steps as a feature of character builder to actually Define those and it is so simple that even service owners themselves can create uh these steps these people will flows the next one is uh the granularity of catalog items now while service catalog offers a lot of dynamic capabilities the trend now is to move to smaller more granular items rather than having the super Dynamic and complex camera item the the reason being fast adoption to multi-channel experiences like virtual agent and mobile screens discoverability now the search and browse uh you know specific things become much better it is much easier to search through uh granular items that is also a step towards delegation right simple items can be easily dedicated to to other teams uh where the catalog Builder the next one is meet the request questions where they are have a multi-challengeance strategy in mind uh if you know that you would leverage virtual agent or mobile app uh going forward then always keep that in mind when you are actually creating catalog items uh you know creating catalog items which are too complex and which are very ux heavy might not auger well when you actually go ahead with launching your virtual agent uh capabilities or the mobile app that you would want your customers to use and even if it if it is not part of your current roadmap put in practices in catalog design so that it easily transitions you can easily transition to a multi-channel experience and some of the points that you can keep in mind is avoiding long complex forms avoiding more than two column layout because it is not supported in any of the service Maps model experiences like mobile or or even virtual agent avoid writing client scripts and script UI policies uh there are options available in order for you to you know trim your usage of clientscripts and scriptural policies they are something called Data lookups and even with catalog Builder we are trying to cover with newer new ways of defining Dynamic Behavior so that the Reliance on client scripts comes so and avoid micro variable types uh and uh Paris release has a new variable type and uh and since Paris we've been introducing new variable types and we'll continue to do that even future so uh use the out of the box basic variable types instead of using macro variable types because that does not translate well into other other experiences and ensure that UI policies and Clan scripts do not take action on a preceding variable for example uh question there's a question one another question two ensure that question two does not change the value in question one because that will hamper the usage in Virtual agent because watch in which virtual agent if once the question is has been answered it cannot be uh it cannot come back and hence any item which in which a preceding question changes as a a succeeding question changes a preceding one it is not deemed to be conversational and finally avoid three or more levels of category hierarchy uh as it may not have a good experience in in Mobile uh in in a desktop in a web environment that may work while mobile that may be a problem and here are some Visual and Technical design best practices let's try to use picture in order catalog items as you say picture you know it says thousand words so the picture gives the requester immediately what uh the item is about uh because that is the first thing that attracts someone's attention a good picture will inability to uh you know an email cut down on the description of it good picture will will let the requester know what what item this particular one is use annotations uh also called also instructions uh in servicenow technology wherever possible if you think a question is would be complex in a complex for requesters to understand give additional information using annotations so that so that you reduce the uh reduce churn and reduce uh back and forth for items and avoid adding pictures in description of the catalog item because they may not render perfectly in multi-channel experiences use the image property of the category to to to add pictures and use regular Expressions to validate input uh for for a single line text box you can add regular Expressions uh right you can use that to validate input and not only does that allow the user to draw information might also improve stand on time and reduces frustration do not use lookup variable Types on tables with many records uh use reference if you if you need to do that because that that will give you a performance hit if you look up variable uh on tables with mini records have only reasoning number of rule bases in an order guy because higher numbers can result in a slower experience uh auto guide is is where you can you can link up bunch of catalog items together uh one basic example which uh is about a new new higher order guide where you would want to add a laptop a desk setup a monitor and so on when us when new employee has the organization so then you want to bundle all these together in a in a order guide but make sure you don't add make sure you are clear of what is the use case of your guide and you do you don't add unreasonable number of role bases or items to the other guide which makes the performance uh a little slower uh again as I said earlier avoid multi levels of containers uh this is a technical uh guidance as well because the experience goes out of control unless you it is tested and tested thoroughly whether you are testing it or or seeing that in the platform UI the classic UI all the service portal or employee Center using multiple levels of containers uh is is not recommended and finally do not check for logged in user while you're preparating variables or or taking any action for that matter use the requested for variable uh as it will support delegation use cases the requested per variable is a substitute for reference to a user table and you can use requested per label it it comes out of the box as a variable type so the best practice is to use requested Pro variable instead of using a reference to the user table with that that's the end of my presentation thank you so much we do have some questions which um I think we can um we should touch upon um but these best practices were really nice I hope uh people found value in it one of them was if if you could show how to configure the related articles under the catalog item um do you have something that you could just possibly pop in and show yeah give me a minute I I should have an instance and while you're putting it up someone also wanted to get a a visual of catalog Builders so like if you can just you know quickly just show that too yeah and do that as well on the platform I hope you're visiting the screen on on the platform when you go to the maintenance items and go to the particular catalog item in this case a standard laptop in the related list uh you will see printed articles and related catalog items so all you have to do is come here and hit the edit button for related catalog items it will show you all the uh catalog items in the system you can you can add as many related items as you want and save it and similarly you can add KB articles as well so you'll you'll have a separate written list for articles go to articles hit edit and it will show a list of all uh KB articles in the system you can add whichever once are relevant for that little item so you can do that for all the items that you want related items to be added the other one is catalog Builder but before you hop off uh another follow-up on this was is it possible to have those related articles visible on the right I guess that would require some customization that I wanted to just check with you on the on the entry um yeah no yeah exactly on the form so have these related article visible under that add to cart widget right so yeah so so to to to add this you there's a widget called uh related items widget uh so you have you have to configure the the portal page you have to go to the record of employ Center or service portal uh whatever the case may be you have to go there and add this widget to the catalog item form so yeah on the SD card item form if you go and add that widget you start seeing the related items and related rules so yeah so basically they can use service portal designer open this page and and move the widget on the right hand side and they'll see it there exactly yes okay thanks and the other one was a catalog Builder uh so this is the catalog Builder dashboard uh let me actually open uh an item I was working on experience where you have you know a bunch of steps on the left you have the mean body in the in the center where you can actually input the uh the data on the right you have something we call feedback panel where you got where you can let the users know a more information about what is happening in the in the middle uh out of the box we we give helpful content but this is totally uh changeable so editable so customers can edit this and add any additional stuff or completely change this and put something which are relevant to their organization right so in retail section you give the details for it in the location you give which catalog and category would this belong to and in the questions uh section is where you actually Define the variables or questions uh using question designer you have the drag and drop feature where you can actually change the order uh Gone another days where you would have to give numbers to order and do a save you can actually drag and drop to change the order of it right and you can change the settings here and and also there's an interesting feature called tribute where you where on the fly as you are building or editing and cattle item you can actually see the preview of it how it would look like an apocal uh you can actually you can also see how this work would render on a mobile screen as I was talking about the multi-channel strategy you can come here and see how the act the item will actually render on each Channel and see if that actually you know uh it looks good for a requester to come and request if it's not too long for someone to request from a mobile and similarly you can actually also see how it would render in a virtual agent and the good thing about item is any catalog item that you create catalog item or record producer will automatically or automagically be rendered as a virtual agent conversation you don't have to do anything provided there are certain limitations to it if you are using for example if you're using client scripts for script reviewer policies then it cannot render as a conversation uh and there are some variables for example macro variable type and UI page type and and certain complex heavy variable types if they exist in catalog icon then they it cannot be a conversation but apart from that every other item and record producer will automatically be rendered as a virtual agent so you can come here and actually do the whole conversation uh on on the preview okay it will show you how how it would look in a actual VA and at the end so each question that you that I had uh configured for this has been is being asked in in VA and I haven't I didn't have to do anything I didn't have to write a topic block nothing only I had to create a cattle item and catalog and in fact you can see virtual agent will support traditional item whether you do a Tracker Builder or otherwise uh provided uh it it does not have those limitations sometimes this out the item would look so that's that's a catalog builder in short but there's lots of explore catalog Builder I'll urge all of you if you haven't already to check out catalog Builder awesome thanks Karthik and there are a few more questions but I'll let you answer them um offline and I'll I think it's we should move to swarov and cover the knowledge aspect thanks everyone thanks Karthik um siroop over to you awesome all right so uh I'm going to cover Knowledge Management and I'm probably going to do a little more of a context setting um than Show and Tell um that may help you in understanding um the background around some of this Concepts and features that we're talking about so um hello again this is sarup and I will be talking about a few things around Knowledge Management uh so at a very high level knowledge it's not just a product it's basically if you think of it it's more of an ecosystem of capabilities that sort of help in self-service so at a very high level you know you have structured knowledge content which is part of one of the content sources in your knowledge ecosystem and you use that for your customers or employees and they find various ways of disseminating that content uh so whether it is through native portals through mobile mobile can be web app SDK it can be via engaged messenger where you can deploy our content third-party portals or if you have Adobe based experiences then we have Adobe components for knowledge um I'm going to skip this part which is essentially talking about SEO because this is a platform that is used for both uh employee as well as external b2c facing use cases so SEO is very important in that sense and so is social and those are capabilities that we support the other side of it is the agent in this case the help test which is trying to Service uh the user who could not find information via self-service and when we say self-service knowledge catalog communities there are various you know pillars of the uh of the cell service capabilities that servicenow provides to help you provide that holistic experience for your users but when those don't work they come into assisted service which is where the agent comes in and essentially when we talk about Knowledge Management we talk about the concept of creating content or creating articles as a byproduct of resolving issues and that's what we call as as generally in the industry is called as knowledge centered service creating content in the workflow we also recognize that most of our customers do create knowledge in a centralized team so that is also supported and then there is a knowledge manager with the governance process that drives this um while we talk about knowledge we also should look at knowledge being a you know a Content that is syndicated from within the organization or within the internal team communities is another way of thinking about knowledge which is use a genetic content um again different organizations have different levels of sensitivities and problems of user genetic content but as a platform we provide this capability where you get to ask others uh for your issues or questions and you get to look at the content that was created by others um or questions answered by others previously so there is q a which is the heart of a community like solution and then there is files blogs and all of that um and then there is the age your internal help desk can participate um and probably that solution goes there you can push questions that are unanswered in communities to support and then there is a governance and a community monitor the reason I also talked about Community it's part of your um the capabilities that you see in employee uh centers employee forums um I think Puja and others can talk about the entitlement but also the fact that Community content can be used to actually seed and you can Harvest content into a formal knowledge base with attribution um while I'm here I also want to put a plug for AI search um while these are the ABN communities of that out of the box content sources we do recognize that our product our customers would have content sources outside of these two in third-party systems and AI searches your gateway to doing that to bringing that content into your experiences I'm not going to go into this but this is uh as uh I was mentioning this is a very very rich functionality I was talking to somebody internally the product has existed even before the alphabet releases started with servicenow um I sort of started around the Fuji Geneva time frame um and so there is a whole host of capabilities at the broad level we break them up into end user experiences then there is the process governance which a lot of the knowledge managers find a lot of interesting capabilities that we have and then then there is the agent experience so we'll focus a lot more on end user and process governance experiences today this is by no means what I'm covering is comprehensive we can't cover that in 20 minutes but as I said there are webinars that we have posted recently that Puja can cross post as well which which is much more comprehensive um we are a KCs V6 verified product actually one of the first to get the V6 verification uh KCs essentially stands for knowledge centered service which is a best practice methodology which I sort of introduced in the previous slide where you create content in the workflow and in that way you are ensuring that content created is by demand not for every situation you are just creating by demand and then also the content creation is done by the people that are actually resolving issues if they're good enough to write and answer on the help desk issues and HR cases then they're good enough to write content obviously there's a process to help them grow as content creators um so I'll I'll quickly go through a few things um and address some best practice and common questions that we see I'll keep questions to the end um in the anticipation that I might be proactively answering some of these uh questions so we do see our customers adopt the knowledge portal versus the employee Center knowledge portal has been out there since Jakarta and a lot of customers started using that in God in in coordination with their service portal knowledge photo was never meant to be your employee uh experience it's a reference portal of how knowledge can be structured and presented and you can see this in employee experience you can see these customer experiences a tailored experience for your persona which includes things Beyond knowledge like catalog like announcements like your employee Communications which is where you know an employee Center like experience is the base for you to implement Knowledge Management for your company and then the knowledge Port will become sort of a reference implementation um and the employee could already incorporate all the capabilities but you if you want to do anything more then that is uh that is something that you can proceed and as such KV portal is not a standard on employee portal that we would recommend um I think this is some of the content that Puja had already talked about at the top of the meeting today that knowledge is surfaced within the employee service center in different ways one of the key ways is Dynamic topic pages um and you know that is where content across different uh you know elements are available within the cell service experience of service now um namely two major ones are request an articles you can sort of see them here and then you can also see them as recommendations on the home page and these recommendations are based upon um you know some of the capabilities of employees uh employee Center uh just to preempt a question how do you use knowledge and unified taxonomy so we'll talk about Nika tax on in a second but essentially knowledge supports categories um and um as well as unified taxonomy taxonomies the end leave of taxonomy is topics so there is a related list much like what Karthik was showing about related articles catalog items you can assign specific topics and you can assign multiple topics which is something that has been asked on the knowledge category experience for a long time um so uh then we talk about the article view page um and as I said this is there's a reference implementation uh for this you can show your uh catalog uh your categories and your you know topics here um most important thing that I wanted to call out here is that there is the feedback management capabilities so this is highly recommended that you enable feedback management it's not a good idea to just post content and without not getting recommend you know feedback so you know there are various capabilities available uh helpful rating doing comments looking at comments nested comments and we also have capabilities like flagging an article and as of the Tokyo release we also added a capability where you can control which KB you want to have feedback and the specific type of feedback we do give you that flexibility but recommendation is that you enable one or many types of feedback um and then to tie the knot with feedback is actionable feedback this is both a feature as well as a best practice um what do you what you will realize is there will be a lot of feedback coming specifically how do you you know respond to that feedback so what we did um I think this was in Kingston London time frame is build is actionable feedback management capability where if the article is rated poorly or marked as an helpful um then um we request additional inputs from the user whether they give that input or not we create a feedback task and that creates a closed loop process with the person who gave the feedback to improve the article and ties in very well with our article versioning capability so there is a closed loop process around and traceability around that um AI such experience knowledge is available through AI search on the employee portal the employee Center so again strongly recommended I think we already heard from Puja about it um I'm not going to go too much into it but again AI search is a self-learning experience versus the old search engine where you had to do a lot of configurations what to really keep it up to date um knowledge admin experiences so at a very high level we're going to cover three or four areas here um so first of all knowledge basis I'm not going into the basics of what is a knowledge base you probably understand that it is a container for creating content but we do get discount uh question a lot of times like how many knowledge bases do you need um we'd recommend that you know for various reasons um to limit the number of knowledge pieces um and not first of all created by audiences I do see this a lot so if you create too many knowledge bases the findability specifically on the knowledge browse page becomes challenging even your on the AI search results it becomes the customers get end users get confused about it um and and so keep that in mind um from a permissions perspective we all also see sometimes oh I will have an internal knowledge base for my health test and my hrbps and I'll have one for my uh for my employees I don't think that is required we do support uh the ability to manage permissions whether it is at an article level or whether even within an individual article there are field level security that we can support in this way if you are doing two different knowledge bases you are duplicating content there is uh you know there's overhead there is a chance that it it will one of them will be out of sync another key thing is around approval workflows um if the if each knowledge base has the same approvers and similar workflows around it uh you can keep all that content in a single knowledge base we do have ownership groups we will talk about that towards the end that can that you can use to um you know manage ownership of Articles who can change what within a given knowledge base without needing to create a separate knowledge base um and then roughly the number of KBS would be correlated with the number of uh knowledge approval teams these are guidelines by no means we are restricting the number of knowledge bases you can create but uh in order to help your users and help yourself we do recommend keeping these best practices in mind another thing that I'm also addressing here is knowledge categorization versus unified taxonomy um knowledge categorization has been there in the product for a long long time um and uh you also saw an effect taxonomy there has been a demand from customers such as yourself to add multiple categories to a knowledge article we sort of did not do it because I believe that we need a unified taxonomy solution so partnering with employee Center employee workflow teams and catalog and various other teams we had proposed this idea which finally came into fruition as unified taxonomy and that allows us to have this across different artifacts within the service now ecosystem so um and and so you know there are some best practices that I'm I'm flashing here um if you're using knowledge categories um you know so you can use both parent category and child category you can create and edit categories for each knowledge base sometimes that does create duplication and then three levels of categories are supported but not recommend not recommended like just best practice they have Google uh why would people go into you know clicking through three four levels of categories the UI supports it but findability perspective keeping up with three levels is ideals um taxonomy and authoring uh you know you'd have the ability to contact the content against a taxonomy multiple items and then the benefit of this is because the taxonomy Works across portals um you sort of get that out of the box capability also want to talk about templates um another one of those best practice slash um you know feature templates are a great way to structure content and talk about templates versus knowledge blocks in a second um you know provides governance provides uh you know to do field level security like you can say that hey one field of a knowledge article is internal only um and then you can even do uh field and header level CSS style so if you want one of the fields to look different like an internal only field you want the text to be highlighted in red that kind of stuff can be done uh knowledge blocks is um is a great capability when it comes to scaling the number of knowledge articles reducing the number of articles that you may need uh too often there are situations especially in the employee experiences where you are targeting the same article to multiple personas depending upon who they are where they are located what their role is in those cases article templates which is good for like simple uh field level security does not scale and you end up creating proliferation of particles so in that's and then you have to manage all that so in that case knowledge blocks is very good it can create blocked particles and then insert into one parent article there is reusability and depending upon who is being that article they will see parts of the the blocks that are specifically assigned to them and you've probably heard about knowledge blocks a lot in the last three or four years since it has been out um and this is sort of a guidance around it um I think I already covered most of it uh templates are really good when it comes to driving structured authoring improving readability uh giving author guidelines for each field defining specific CSS and all of that but IT addresses simpler field level use cases um you know same article can be viewed by both audiences but having a specific role it gives you more and the knowledge admin determines security for all articles using the template whereas knowledge blocks it's a reuse content by embedding them reducing this process complexity for creating that and maintaining that personalized content and then the knowledge author can determine what to add to a specific article which knowledge blocks to act uh so depending upon your use case use one versus the other uh finally uh some of the best practices for article creation uh field level security I think I've talked about it um to maintain the uh which fields are available to whom uh as established uh quality standards without a standard nobody's going to follow them uh provide consistent format keep language clear and concise whenever possible add screenshots or videos to make the content rich media um short articles long articles nobody reads um you know short and digestible um you know by definition knowledge is not a process document knowledge is actionable information and actionable information is very articulate in the sense that who does it apply to what is the situation and here is the information if it's too long people get lost specifically in this day and age of um you know mobile and all of that try to answer one question in each article it also helps in sharing that content broadly clear actionable action based titles um titles should not be ambiguous you know the title should draw in folks when they're seeing that article either in the list or in the search results um terms and acronyms um you know Define those if you are already not doing it add them to your synonyms add a specific search registry articles link articles to short relationships that's a related article like Karthik showed we also have that capability uh and then like I said the last thing I sort of talked about at the top like um add context why should somebody use this article don't expect the person to you know decipher and remember the knowledge articles are mostly being used at a time of need sometimes of an urgent need nobody has a time to go through all of that so that's why short digestible articles are helpful finally I'm going to talk about knowledge security I think this probably is some of the areas that I've already covered but at a very high level you can do security at a knowledge base level to say who can read who cannot read who can contribute who cannot contribute at the KB level and the sub sort of determines the org level policies then we talked about the article at article level also so you can say hey who can read who cannot read that article in fact there was some capability that we added in the last couple of releases where you can even control uh if you have a read permission if you have a cannot read permission or an article it can be done in such a way that it overrides the KB level permissions so this does get a little bit complicated we try to provide as much comp you know flexibility as possible because we are a platform company we don't want to be too prescriptive about our capabilities uh so in that regards we did add user criteria Diagnostics I think back in London um so you can take a look at an article uh punch in a username and find out uh what is the access level and then you in fact also have some idea based upon the user criteria that has been assigned to the article at the KB level or at the article level as to what is or what is not giving that so it's sort of a Diagnostics and fixed solution um and then finally talking about knowledge ownership groups um this is what I was trying to share earlier if you have articles within the same KB and you want a specific group to look at um a certain set of Articles once the article is created and an ownership group is assigned um the con the configuration Hardware configuration says that nobody can edit that article if you're not in that ownership group so um this is also sort of a way you can write business rules in your system based upon other fields of the knowledge article as whose the ownership group should be we don't do anything out of the box because we don't know what situations you might land up in uh I have frequently tied this request to category level ownership or category level user criteria you can use that category to drive a specific ownership Group by creating some simple business rules one other benefit of ownership group is that instead of the owner or the author of the article being the owner of that article um then the group becomes the owner and going back to the feedback management capability that we talked about um that feedback does come to the ownership group so if one person is out temporarily then the team can take care of that feedback um so I think that is all from my side and sorry for that rushed presentation we have about three minutes um but Puja can you help me in probably piling up the questions that we could not answer already yep absolutely I'm the I also want to say people are really enjoying this presentation so I'm getting a lot of a lot of Kudos on that as well so thank you um both you and Karthik um so a couple of questions on the feedback so one is can the user feedback be moderated so it doesn't show up till our moderator approves it and second uh does actionable feedback always creative feedback task and and you know which which knowledge role the task is assigned to if it does yeah so I'll take the second question first because that's the easier one um yes it does create a feedback task um and out of the box we have set it for only the negative feedback um so in that sense rating is low and you can determine how low or if the help Mark helpful is set as not helpful and so if that does create a feedback task you have the ability to either Force the person to give comments uh for that feedback task to be registered or allow feedback has to be created irrespective of whether they add an additional comment or not uh who get gets assigned to so if you do not have ownership group set up it gets assigned to the last author of the article or is technically the owner of that article when I say last author in terms of the versioning right who is the owner of the last version of that article um and if you have ownership group it gets assigned to the ownership the manager of the ownership group who can then assign it to a bunch of people um there is a whole set of content around docs around that uh in terms of moderation of feedback I believe that you are talking about the comments um so unfortunately we do not support moderation on the comments today I can understand why you might have that use case but we don't uh we do however support that in the communities World um so that is something that we can explore separately we are not going into communities today foreign there are a lot of questions that I want to just let people know that we'll not be able to answer all of them uh live right now but we will answer all of these and post the answers on our community link that Amrita has shared on chat so monitor that and if your question is not answered don't worry we will get to it and answer um before we close uh said hope I want to cover one more question and I think that's a critical one um it was about can you tag an article to multiple categories so I do know that we can Target article to multiple topic Pages you want to talk about the category side of it and pros and cons of doing that yeah we do not support that today um I understand the requirement uh but given that we were building taxonomy as a capability um we didn't want to build duplicate capabilities um so we do not support multiple categories to be associated with single knowledge article today and there is no short-term plan around doing that so we recommend using taxonomy awesome thanks um all right we're uh we are up on time and I I understand uh there's a lot of questions and we will get back to you um after this after this session please follow the community and thank you so much to both our presenters this was really awesome content awesome thank you cheers cheers thanks bye