[Music] hi all and welcome back so in today's tutorial we'll be looking on one of the co-concept of servicenow which is Knowledge Management so first of all let's try to understand what is normal running service now okay so in servicenow noise management refers to the process of creating organizing and sharing information and expertise within an organization this can be done through the use of Knowledge Management System which is a tool or platform that enables the creation storage and distribution of knowledge within an organization the goal of Knowledge Management is serviced now is to improve efficiency productivity and customer satisfaction by making it easier for employees to find the information they need to do that job effectively and to resolve issues for customers some of the key features of Knowledge Management is service now includes the ability to create publish articles categorize and tag articles for easier search and navigation and to track and measure the usage and effectiveness of the article so in today's tutorial we will see the complete module application for non-environment again all the modules underneath it so as you can see on my screen uh this is my servicenow instance and just to navigate for Knowledge Management what you have to do you have to just go to the filter Navigator and just type knowledge and you will be seeing this module okay called knowledge which will knowledge okay and I will just make it a favorite just to add it to the shortcuts so we'll be focusing on this particular module only for today okay so let's go one by one on what all models are included in our environment and what is the use of the same okay so let's start with the home page so home page is kind of dashboard kind of thing okay where uh you can you can see all the hard knowledge basis which are present on in the organization and you can navigate on the same and to whatever you want to do okay so for example this is the dashboard as you can see there are two knowledge bases currently okay one is the knowledge and the second one is the ID articles if I click on the same okay so you will be finding the different categories under the ID section if you want to navigate on something for example if I type um server so you will get all the all the Articles which have this keyword server underneath it and it got highlighted also as you can see from here then you can solve by relevance last updated views and all those things out okay on the home page on the home page only you can see the feature content what is the featured content what is the most used content what is the most useful content also you get the provision that you can create an article from here perfect now let's move to the next in the Articles module So In Articles you have a privilege to create articles so the first module is to create article so if you click on create article it gives you a provision it opens up the form okay to create where through which you can create a article so let's look into the fields for the same so we have number which get Auto generated whenever you click on create new okay it's then you have a knowledge base as we have seen on the home page there are two knowledge bases so you have a provision that you can select which particular knowledge base you want to Target this particular article in okay then we have category you can categorize it out the way we have seen in it knowledge base also it was categories right application Microsoft and all those things out then till what particular time this particular article will be valid then we have article types so article type have two things okay HTML or b key so you can Define the article into either of the format either it's HTML or Wiki then you have workflow so workflow is a workflow which you want to attach to the knowledge so out of the box I think there are four workflows already present uh So based on the requirement okay you can either modify the workflow and attach that same workflow over there then there is a source tag okay if this article is Created from a feedback task okay which will be seeing in the subsequent modules okay then it will come as so stuck over here then we have two things attachment link and display attachment so what is the difference between these two okay so if you click this check box called attachment link Okay so your article will be whenever they click on the article for example we have seen in the user base right if you click on that article it will get downloaded as the attachment so if you attach an attachment to the module okay so when you click on the same it will get downloaded as an attachment okay it will not open up any details and all those things out the second one is display attachment if you have created knowledge base okay and it has multiple attachment and you want to showcase that attachment to the end user then you can check enable this checkbox and what it will do it will enable um user to see those attachment out okay then we have short description as you all will be familiar short descriptions like just some description for that knowledge base and then we have article body where you can Define what exactly is that in the knowledge article right okay you can give the entire context okay it's it's just uh actual body for the knowledge base okay so I wish as we have seen earlier how the knowledge base looks okay the next one is the next module in our list is import ant okay so service now provides a provision where you can create an article by importing a docs or docsex file also so basically it's it's for the easy easy easierness okay man what is the exact part see it's it's for making the use case easy okay to create a knowledge article so for example you have some talk file present on your system you have to just import it out and be from that doc file it will extract the container it will create the knowledge article you can select the knowledge base for the same and category for it okay so for example if I selected it then I can see all the applications all the category underneath ID and then I can import the article Dock and it will create the article out of it so for example if I go here if I select application if I go to browse file I will go to desktop and this particular file okay so it word service Community MVP and if I import it out it got imported successfully if you want to see it got uploaded and continue so as you can see the KB article got created for the same and if I go on open that article out so this is how the article looks okay so it's pretty easy and then you can play around the article the way you want okay so this is this is one one module then let's move to the next module so the next module in our list is unpublished so as we have as I told you that every knowledge base can have workflow associated with just to publish that article out right so in unpublished one we can see the article which got created but we didn't get published okay probably it's interview so the last one which we created it got created okay but as you can see if I move it over here it's draft okay then we have to review stage published pending and retired okay so currently it's spending in the draft stage and probably it's asking for approvals okay for review and then approval will happen the next thing is in our list is published article the way we have unpublished one now these are the published one as you can see on the workflow also this particular articles are published one okay so it has completed the execution approvals okay and it got published so that till the time the article is unpublished okay it will not be it will not be visible to the end user once it gets published then only it will be visible to the end user okay because we don't want to show the draft kind of files right to the user without any approval kind of there the next one is you know let's retired now you must have understood what exactly it means so the article which are retired okay it will hand up oeo okay so currently there are no article returned because I don't like to retire any articles okay so this is all and then we have all okay where you will see all kind of things okay whether it's publish unpublished or retired everything will fall into this all category okay now we have feedback management okay so before we go to the feedback okay so feedback is a thing okay where user can share the feedback for the Articles okay so whenever a user sees the article if he likes the article if it doesn't like the article so there are multiple ways out through which he can share his feedback so for example if I open this article out okay let's open one of the article so I'll go all uh we'll go to home page let's navigate from home page only okay articles and if we open let's see some this one this article so what are the different ways through which a user can provide a feedback okay so let's start from the banner so we have a flag article over here if you feel that something is not good into this article right so you can flag it out once you click on flag article it asks for the reason why you want to plug the article because if you are doing just past time kind of thing right you will return all the Articles right so there's a flag and it asks for reason and then it goes for review okay then the other way is this ratings okay so you can based on the content Pro present in the knowledge article you can provide the rating for the article okay for example for this article I will provide four okay why not five because I have not created it out okay so four for the same the next way through which you can provide the feedback is this helpful so either you can Market yes on okay so I will just Market it yes it's helpful okay and the last way through which you can provide the feedback is the comments Okay so I like this article and all these things whatever I'm doing right it will go into the feedback management system it's a part of non-environment only okay so you can see you know the post is pretty transparent so let's jump into the feedback model now okay so in feedback management the first and the foremost thing which you can see is feedbacks okay so this is the feedback which I've provided by me as you can see for my knowledge base so if I'm owning certain knowledge okay so for those the knowledge feedback will be shown over here okay then we have my feedbacks okay so if there are some feedbacks okay which I have provided okay it will be shown over here so like if y equal to true or three system admin for my Well author is me okay I'm the author there so if I expand the filter okay let's see what kind of field is this um now it's taking some time so if flagged is true okay if author is me okay and if there is if if it has some class right okay then this all these feedbacks will be shown over here okay then we have all flagged okay so whatever all the flags feedback will be shown over here okay we have not flagged it out that's why it's not showing over here okay but if we must if we have flagged it then it will show you then we have my submitted task okay so my submitted task is like you whenever if I go all okay so it's a feedback task only okay which is submitted by me okay it will show over here in all feedback my feedback task for exactly my submitted task then we have Maya Center okay so based on the feedback okay based on this feedback a feedback target created and that particular feedback task if it's assigned to me or my group okay then it will be shown over here then after that we have my closed task if I close certain tasks out then we have all open task and close tasks I think this is all about the feedback task okay so it's it's pretty clear from the nomenclature also right then we have a guided setup kind of thing so whenever you are working in an organization who wants to set up this non-environment thing right so service now has made it pretty easy for a user so they have provided guided user so administrator section is for the admins okay who will be designing the Knowledge Management for the organization so first and foremost thing in that is guided setup okay so guided setup is nothing but it gives a step-by-step procedure okay how we can enable the knowledge management into your organization so it's pretty detailed step you can simply go through it and make it happen in your organization okay so as you can see I have not done it okay but you can do it the next thing is knowledge basis so as we have seen we have two knowledge bases in our system okay so it's it environment so whatever knowledge basis are there so this is a master class for knowledge basis okay this is where the knowledge basis gets stored and if you open it out right let's let me show you some knowledge with so on knowledge base we have owners okay so whenever you create an article the and the approach goes to the now environmental noise only okay so we can see owner okay icon for the same okay and there are a couple of configuration like disable commenting if you don't want someone to comment it out disable suggesting if you don't want to suggest it out and all those things out okay also we have this criteria okay so as you can see under this particular category knowledge base we have this many knowledge basis right and then we have can read and can contribute thing so you can define a user criteria kind of thing okay to that who can view this particular article who can contribute to this particular article on all those things out okay and then inside this knowledge base we have this many categories which we have already seen then we have ratings ratings is where the rating Falls right so all kind all the ratings things okay Falls over here so we have rated one article right okay so if I go and create created by five minutes later right this one and we marked it as just useful okay that's why and the second one so for rating it comes different for useful it comes different it has different color right so we're getting four we have given useful yes okay so it's coming over here so after that we have search logs okay very important thing okay search log is entity okay so basically we have created a couple of now a couple of use cases right a couple of knowledge basis right for example technomanc the entire YouTube channel my YouTube channel is a knowledge base okay now I have given in my all the videos I have given a keyboard has service now okay but people started using searching with my name with the technology okay so they will not get a proper result because it's nowhere in the title right so that's where the search result comes into existence so we will understand what user is searching for okay so for example we have search server out okay so we got it over here that system administrator has searched server and it's searched four times right so based on this particular data you can pick the keywords okay which user are using day to day right okay and then then it will be easy for them to search the relevant article I hope I made it made sense for this okay then we have view logs the way we have searched in the similar way we are view logs what the view logs does that it gives who has viewed the article okay and all those things out again so view it's just a view log okay what else I can say about that then we have navigation add-ons so navigation add-ons is like if you are not able to find something on servicenowledge base okay then you can configure certain things out certain different ideas and research on that add-ons okay so we have Google Microsoft Oracle okay which is then out of the box then we have ratings have already covered right what is the messages okay sorry for the messages so message is just a message it's not specific to Knowledge Management only it's across the platform right you can use this message thing to get the message to extract the message out for example if you use the key as posted by then you can use the message okay you don't have to define the same message again and again okay it's like a reusable kind of thing it makes things reusable okay then we have properties in this property sector you can see all the configuration with respect to non environment okay so you can play around the same okay make it visible like examine number of knowledge basis item to be previewed in a section okay it's fine you can change according your needs okay so this is where the code settings are present I will call it a settings okay then we have overview okay this is where we can see the overview of non-environment system okay how many articles are there and all those things if I click did I click on the same yeah I clicked whenever it takes some time to get it loaded understand that it's kind of dashboard okay so here we can see article lifecycle article feedback article use set and Metric for the same okay so in last 30 days one article got created okay the one which we just created before okay that's number of articles in review and all those things so it just provide the analytics okay for your knowledge environment okay what all technical feedbacks are there what is the usage metrics and all those things okay one comment which we did only okay and so on I hope it's pretty clear to everyone okay yeah so article usage okay idkv articles is the most vintage one okay then what else okay overview is done use the criteria the one which we have seen on the user base right it's coming from here so there's a user criteria and you can instead of adding a user to a viewer role okay for this knowledge base okay we can define a criteria and it will take care of all the aspects okay all the access aspect kind of thing okay this is where the user character comes sentence and the fourth one last one is user criteria agnostics I really like this particular thing out okay so whenever I I I used to work in on incidents right okay and where um it will always be like kind of thing that uh he a user is not able to see certain knowledge base or article okay then how to resolve that thing out so you have to just jump over here okay called user criteria Diagnostic and what it does okay it gives you a privilege okay yeah you can simply select the user okay for example if I select my SLR system administrator okay because right now I am system administrator not a math Gujarati and uh if I select article so for example I just want this article is not visible for me okay this this particular article and I got an incident that I am not able to see this article so you can simply select user article or it can be knowledge base also and you can do diagnostic and it shows yeah I read and contribute access so I have read and contribute access for this article so definitely it should be visible for me okay and this is how you can diagnostic out okay so these are all the modules which are present in the nor environment okay now let's jump and look into the rules okay so if I do roads these are administrative rules he landed somewhere else he use the rules and if I if I type knowledge sorry oh sorry my bad I'm I'm messing up the things out I was right at the first place only these are the rules these are which are associated with null environment so you have to just search with the name knowledge okay and in description you can see the details okay if you have a knowledge Road okay you can can't retry edit and review Knowledge Management article if your admin okay then you can manage the knowledge knowledge base okay if your managers and so on so these are the four Prime rule okay for the knowledge environment so this is a must if you want to play around all Amendment what then let's jump into what workflow okay so let [Applause] if I go to flow editor present if you like this video please subscribe to my channel I don't want to waste this time so this is where okay you can see this table okay you can just search with the table so knowledge article are stored in KB underscore knowledge table okay so if I do show matching you will see all the workflows associated with no environment so we have knowledge instant publish we have approval knowledge approval publish okay instant data okay upload data so let's see I want this nothing I use the second one only okay let's see what exactly it does so what is instant public so basically it's like draft 32 if it's an instant public list okay it will without any approval it will go to published okay okay wow I really like this overflow the one which is primarily used is a pro publish okay so basically what is done in this workflow from the draft okay it will throw an approval to knowledge base manager which have recently told you okay if it's approved then it will approve it out if it's reject it will reject it out okay if it's not approved what exactly it's doing it will set it set the value to the draft no delete okay delete is is not it's different scenario okay so if it's approved it will get published workflation pretty simple but based on the requirements in the organization you can customize this workflow okay the pay you want or you can create clone this overflow and do the necessary changes okay as per your organizations in the similar way we have a work instant return which will get returned instantly and then we have Pro Data which is send the approval to the normal out of the box okay and then it gets retired if you get approved pretty simple to understand now let's try and publish out so we have created one knowledge okay so I think we have created one out which was mvpn see if I open this out okay so as you can see it's in a draft State it's article type is HTML okay categories application we have selected valid is a lot long valid okay and if I want to publish it out okay if I click on publish so it triggered an approval okay and the approval will go to the knowledge base owner which is but not Lobby right now okay okay right now now I have admin access right I have superpowers I cannot prove it out and once it gets approved you can see it got published okay and now if you want to retire it out we have the similar workflow okay if you click on return I think it will do you want to replace the current article with another existing or no I just want to return and got retired okay instant reader kind of thing so this is how the entire Knowledge Management model works okay pretty easy to understand right so this is what just um admin side of it okay also one more thing if I if if we go to the service portal for the same writer so if I go start see which is an end user portal right you must be not knowing what service portal is right so from service portal uh also you can access the knowledge base out so there are two ways to do it either you click on knowledge or you can click on knowledge basis okay so one has the same thing okay you can move to the knowledge which is now this widget you can customize this widgets also based on your requirements based on your organizations okay and you will be seeing the same thing which you are seeing on the home page kind of thing so you can see the category okay in the Norway you can search also so we have all the categories present okay oh yeah and application we have this and all those things out okay we have also searching if you open this out this will be the end user view right so if you open this out the one which again four ratings okay the same thing you can flag it out you can edit it out if you have the right access and so on you can provide Market helpful yes no you can see my comment also which I have given so this is the service portal View for the same okay which would be exposed to the end user good yeah so this is all for today's tutorial in today's tutorial we have seen one thing okay you must be thinking right key what are the use cases right let's consider the use case all because in last couple of videos people started asking me for use cases right where exactly I can use it out there are many use cases okay in service now some of the which I will give okay if people are already aware about it they can skip this part of the video but for others for example it's an ID support okay a knowledge management system is in service now can be used to store and share information related to it support including troubleshooting guides best practices and Technical documentation this can help it support staff okay to resolve issue more quickly and efficiently also you can consider use case of HR Support okay where a knowledge management system and service now can be used to store and share information related to HR policies and procedures as well as employee benefits and other HR related topics okay so in HR customer support is one thing legal support self support and so on it can keep on going okay it's very important so this is all for today's tutorial hope you like this video okay please like follow And subscribe to my channel okay so that you will get the notification of my future videos okay till then stay safe stay happy and have a nice day ahead thank you bye