thank you so much for joining uh Welcome to our 30 th 36th platform Academy session in this forum I am very happy to be joined by Ashley today she's my colleague from our sister team and we're going to be talking about Knowledge Management today uh as usual you know this one uh please don't make any purchasing decisions based on what we talk about today but considering that Knowledge Management has been around since the dawn of servicenow time I'm not sure there will be many forward-looking statements today thank you again for joining us as I said this is a series we have a number of platform academies uh covering topics from next experience uh through mobile virtual agent analytics and other conversational interfaces uh process optimization so we'd love to see you in one of our other academies as well you can find the schedule and the sign up links through this QR code but I also have a slide at the end with the other academies for you to share and with that I'll hand it over to what I forgot something we should introduce ourselves oh goodness ah it's been a while we've had a break for knowledge and we've matched loads of you at knowledge which was really awesome and I'm really glad I got to meet you all I almost forgot how this works so for those who don't know me my name is Lisa hornstein I'm an outbound product manager and an app for the now platform my focus areas are workflow automation products that is flow designer process automation designer decision Builder and I also run this platform Academy and then we have Ashley hey everyone um so I'm Ashley Snyder I'm also an outbound product manager I've been with servicenow for about a year and a half previously I was outbound for next experience and workspaces and theme Builder you've seen me on the next experience Academy which I've handed off to my colleague Maria Gabriella um so she'll be doing a great job taking over that Academy and you're going to see me are more on platform Academy sessions as I cover Knowledge Management subscription management management and admin experience so be looking out for more sessions from me but today I want to cover Knowledge Management and best practices so this will be a two-part series since we have so much content to cover um like Lisa said the product's been around for a while there is a lot to it these best practices are going to be specific to Knowledge Management itself so we're not going to cover processes like case or Incident Management specifically but these best practices are meant to really apply across the board when you're using Knowledge Management and whichever products or processes that you're using so the agenda does look pretty lean for this topic but I promise I do have a lot to cover so in part one we're going to touch base on some resources that we have out there for Knowledge Management I'm gonna walk through what knowledge centered service or KCs is at a really high level and then we're going to kind of get into a Knowledge Management flow or a best practice Journey where we're going to have different steps and I'm going to talk about best practices and capabilities that we have within Knowledge Management along the way there will be time for questions and feedback at the end but I am going to kind of leave some space between the different sections so we can take some q a in that q a panel as well if I can't get to your question today don't worry we will take them offline and kind of post those in the community with this event afterwards so before I get started we do have a poll question for you today so we'd like to know if your organization is using knowledge centered service um as part of your Knowledge Management processes we have a few questions there so our product team you know we have built KCs into the product I'm going to discuss that in just a second but we're really wanting to know from our customers kind of what's working for them with KCs what's not do you know about it do we need to put more enablement out and we kind of really need to focus our efforts so we'll give everyone just a little bit to answer this so let a few more people come in we have about a third who say yes they're using it about a fourth that say no uh a sixth that say we want to start and almost 30 percent say I don't know okay yep no worries when I was an admin and developer I wasn't specifically focused on Knowledge Management back then I saw the acronym KCs I didn't know what it was so I I get it um and I know we need to put some more videos and enablement out about that so this is a really great kind of pull and Gathering of information and I'll take that back to my product teams and start kind of developing some more content on the community around that so before I jump into the best practices and material I do want to cover some resources that we have out there for Knowledge Management um so whether you're just starting your Knowledge Management Journey or you've been using it for some time and you want to roll out new capabilities we have some resources out there for you so the first one is going to be now learning we have two main courses out there on now learning we have our fundamentals course which will walk you through the overview of Knowledge Management it will walk you through KCs as well as the Knowledge Management life cycle we also have an implementation course that we recommend that you use in tandem with guided setup so that's going to walk you through implementing basic capabilities all the way up to more advanced capabilities so we do have that guided setup tool built within Knowledge Management itself so this is going to provide you a sequence of tasks that you need to do to configure Knowledge Management on your instance so you can configure an Administration security and other capabilities you can assign the tasks to yourself developer you can assign them out to other team members if you're doing this as part of a team and again you can use this when you're just starting on Knowledge Management or if you have capabilities let's say you want to roll out something like versioning or knowledge demand insights you can revisit it to roll out those capabilities as you go and then the final resource is our knowledge management product Hub and discussion groups out on the community so the product Hub is newer um that's where I'm going to be posting things like best practices getting started materials capability deep Dives and release updates um there is a forum there for you as well for those questions and then the discussion group is more of kind of an informal setting if you want to talk to other customers and organizations and knowledge managers about what they're doing um you know some things that they've implemented or answer questions for them we do have that discussion there for you for that kind of more informal chat all right so that's a great segue into KCs or knowledge centered service um so we do recommend using KCs as your methodology for Knowledge Management and servicenow it is our best practice methodology that's already been integrated into the product if you want to maximize the benefits of using Knowledge Management we do recommend that you start exploring what KCs is and utilizing its specific capabilities so knowledge centered service has been developed over the past 20 years by the Consortium for service Innovation I'll give you a really high level of what KCs aims to achieve it wants you it wants to enable teams to answer questions quickly deliver answers where people are looking for them and train new employees faster there's some core principles of KCs the first one is to Foster trust amongst all your knowledge workers and really Empower them to take ownership of maintaining and creating articles in the knowledge base all of the team members should consider the value the larger value that the knowledge base provides through the entire organization and not just to the specific tasks that they're working on knowledge enables agents to provide quick answers to requesters and call and callers and knowledge is acquired through interactions with your callers and your requesters so articles are generated as a result of resolving issues and the final principle is fostering a culture of abundance sharing knowledge within the organization leads to enhanced learning and benefits for all users within your organization so servicenow um Knowledge Management is KCs V6 verify which is the latest standard of the methodology and we were actually the first Knowledge Management product out on the market to receive this verification uh one last thing I kind of want to just note here you know consider KCs is kind of similar to ITIL so ITIL is a methodology that we've built into our incident problem and change products and when a lot of customers roll at itsm they start picking up ITIL methodology and incorporating that in so when you're thinking about implementing Knowledge Management or you're improving Knowledge Management start looking into KCs and kind of thinking about it in the same way that you would as I tell we have one question already in chat around KCs um in servicenow have out of the box articles pre-built that you could use for servicenow topics or do you have to create all the articles that you want to use you do have to create the articles that you want to use we do have a KCs template that you can use that I'll speak to in just a few slides all right thank you so let's go over on a high level just some benefits of KCs um so the immediate benefits that you're going to see are faster ticket resolution time uh improved first call resolution fewer escalations to other teams and overall less stress for your agents as they have what they need at their fingertips when they get a call in or an interaction midterm results you're going to start seeing more issues resolved via self-service and tier zero support as you have those knowledge articles out there and your end users can navigate through them easily and solve their own issues so this just means less costs or support faster resolution times and reduce training times for new employees and agents as they're going to have knowledge articles available to them while they're onboarding and in the long run your organization is going to benefit by improving products and processes through the knowledge gain from articles so this feedback helps product teams identify what is working with their products and or services and what's not leading to more proactive issue resolution and automation all right awesome so KCs is a very large topic I just skimmed the surface on that we probably will have another session just on KCs alone and if you are interested the Consortium for service Innovations website has a lot of free material out there um you can go ahead and view uh without having to sign up for a membership or anything and we do have some great community community articles out there as well detailing KCs so I do want to get into kind of our knowledge management flow uh and cover the best practices and supporting capabilities that we have but before we get into our flow the first best practice is to kind of have our planning process um so whether you're implementing Knowledge Management for the first time or rolling out new capabilities it's really important that you take the time to kind of plan and gather your requirements before you go in and start configuring we do emphasize this in our guided setup tool as well there's some requirements to take into consideration before you even get started so just you know keeping the end goal in mind and considering what value your organization wants to gain from Knowledge Management will help you when you kind of go through these key decisions and requirements to gather so I'll go through just a couple here but you really want to kind of know ahead of time what the purpose and the scope of your knowledge bases are as far as your functional areas departments kind of who your audience is and why they'll be using them how you're going to implement your knowledge basis are you going to do it all at once or are you going to do it in waves what's going to happen after you have new departments on board and they need knowledge bases what's kind of your process and your flow for that any kind of governance as far as like approvals for publishing and retiring establishing those roles and responsibilities so knowledge admins owners managers authors ownership groups Etc and then any kind of policies and support processes for your knowledge bases that you'll have who's going to support um you know if there's incidents and issues and things like that and then finally performance measures so in part two I will speak to out of the box dashboards that we have but really kind of what are your organizational measures of success as you roll out your knowledge bases what are you looking to achieve so you can make sure that you're hitting those targets all right awesome so we're going to go on our journey we are going to cover um structure and capture today because we have a bit of content for that and then in part two we'll get to use improve and content help all right so when implementing uh we're building on top of an existing knowledge base it's really important to kind of under understand and Define the structure of your knowledge basis um so let's begin with three like key factors that you need to consider when you're designing the structure of your knowledge bases so the first one is going to be findability this is probably the most important one um so our products can handle any number of knowledge bases we don't have a technical limit but it's really important for you to um ensure that your users can navigate to your knowledge bases and they're organized in such a way that it makes sense to them whether they're on a portal or in the classic environment they can get to the information that they're looking for easily we do recommend breaking them down by kind of functional area or departments to keep things organized but really it still helps in maintaining that findability as well the next consideration is permission so when it comes to permissions we do recommend defining them at the knowledge base level rather than for individual articles just makes um read and contribute permissions easier to maintain for knowledge admins however you can establish user criteria permissions at the knowledge article level so if you need to get a little bit more granular and restrict content within a knowledge base or allow a certain group to contribute to a certain set of articles in a knowledge base but not the entire knowledge base itself you can use user criteria to do that unless necessary we don't advise creating a separate knowledge bases for end users and agents as you're going to get a lot of duplicate articles and a lot of duplicate content that's going to need to be maintained for those scenarios we do suggest using knowledge blocks which I'll cover in just a little bit to restrict content within a shared article for that Persona by using user criteria and then the last key consideration are your approval workflows so when you create your knowledge base um you normally associate a workflow for publishing and retiring we have instant workflows and we do have approval workflows you can use our predefined workflows out of the box but we do recommend if you need to customize those or configure those to create a copy and you can do whatever you need to do with those um you can set up you know if statements and switch statements and different scripts within those workflows right now to kind of do those more complex approvals um and if you do have kind of more like multi-departmental approvals that are a little bit more complex this might be a use case for a separate knowledge base but I would really kind of recommend seeing what you can do with those workflows first more than likely your workflow is going to be able to cover most of your use cases so you don't have to default to just creating another knowledge base for that we have one question that might be possible to answer at this point uh is there some good guidance on the difference between knowledge and content so Knowledge Management capability versus content publishing which is a different capability yeah so content publishing is a capability found in employee Center um I'm going to speak really high level to employee center today I will say a better answer to that question is the employee Center Academy uh which I was going to plug later we do have authorial Academy session on Knowledge Management inside of employee Center that's out there recorded that will answer this question awesome so let's go ahead and kind of cover the hierarchical structure of knowledge bases again you want to kind of design these in such a way that makes content easy for your users to find quickly and easily so at the top level we have our knowledge base in separate knowledge bases allow for the grouping of articles for defined like audiences and functional areas so it CSM HR things like that nested within your knowledge bases you'll have your knowledge categories which group together common articles to help guide users and resolve issues so categories could be like policies troubleshooting um just different things like that I know in it you might have software and Hardware um so you can actually use categories as search filters as well on your portals and then within um or categories in our knowledge bases we have our knowledge articles themselves which are individual items of content that usually cover a specific subjects so you know I think FAQs how to's policies and different and content like that and then the last level are our knowledge blogs so the knowledge blocks are reusable pieces of content that can be added to your knowledge articles you can kind of see from the graphic that you can have a knowledge Block in different articles and you can even have multiple knowledge blocks within one article itself so as we kind of walk down our hierarchical structure here let's go ahead and get into knowledge categorization I will speak to two features related to categorization so we do have our knowledge categories that have been around for some time and they're mainly used in kind of our service portal in our knowledge portal in the classic environment views of knowledge they help you to arrange articles within a knowledge base so you can have different kind of parent and child nesting of categories themselves to kind of walk through that structure and structure things as far as best practices and recommendations you know again we don't place a limit on how many categories you can have technically but we don't recommend going more than three levels deep as this really kind of impacts that findability of those articles by your end users and even those who are working in the back end too so don't go more than three levels deep the less levels you really have the easier these articles are going to be to find and avoid being too detailed in those categories too you can connect categories to topics in employee Center which brings me to the next functionality that we have which is Unified taxonomy so employee Center does use unit by taxonomy unified taxonomy is available across multiple entities so it can be used with service catalog items knowledge articles Communications quick links and more different kind of content types it does Drive the employee center user interface and it kind of allows you to have Dynamic topic pages and widgets that focus on specific topics so our company is gradually moving towards using unified taxonomy but we still do have categories in unify taxonomy right there right now um so you do want to use taxonomy when you're organizing content if you're using employee Center or if you're thinking about using employee Center you're going to use unified taxonomy for the more of that front-end structuring of your knowledge articles to help your employees find what they need and then you're going to use categories themselves to kind of do the back end structuring so for your knowledge authors or your domain experts anyone who's kind of going in and editing articles that's really categories is going to come into place to kind of structure that and help them navigate so you are going to use a combination of both right now again unified tax on I mean the front end categories on the back end and they're both necessary you just need to know when to use each one and I do have one more slide on this subject will kind of help to clarify just a little bit more so we do have a knowledge portal out there right now and we do have employee Center so the knowledge portal I think it's been around since Kingston time frame so it's been out for a little while now um we do suggest using it as more kind of a reference portal for how knowledge can be structured and presented you can integrate it with the service portal if you'd like articles are still structured using categories on that front end and the search itself is still using that Zine search experience and search is something I'll get into in part two because I know we have some best practices around that so again it's use it's meant to be used as a supplemental portal it's not really meant to be used as a standalone employee portal for that we have employee Center so since Tokyo employee Center has been our recommended portal solution over service portal and knowledge portal and other portals that we have out there so it is our best option for employee facing portal it does use unified taxonomy to structure not only knowledge articles but other content types as well and it's going to use AI search which is our newer search solution over Zing again I'll kind of go at a high level in part two of about AI search versus Zing but AI search does have its own Academy out there another plug so if you're interested in learning more about asai search and implementing it and and tweaking it and getting better search results check out that AI search Academy uh one quick question uh from Mike is Unified taxonomy linked to the taxonomy feature in the Regulatory Compliance app where are those two different functions that I don't know we probably have to get with the employee center team um I'll we can get that as a takeaway and find that out and then post it in the Q a when we post the event yeah thank you all right awesome so now that we've covered um structuring our knowledge bases and kind of some best practices around that now we want to move on to capturing our knowledge articles themselves so knowledge does serve a dual purpose right it empowers not only your employees and customers to help themselves in self-service and portals and Mobile and other areas but it also AIDS agents um during their interactions with your callers um so we do have some best practices around kind of what your knowledge content should look like so the first one it's really important that your articles reflect the context of what your callers or requesters are calling in about I'm kind of using their language so if you generate articles kind of post interaction you do risk losing kind of pertinent information about what that interaction was about and we all do get busy I've been on the service desk that article may not even be created at all so it is important to kind of start using the ability to create knowledge articles during that interaction that is going to be more of a KCs capability itself we have a lot of capabilities in the plot and Knowledge Management to help you do that but overall it is good to kind of start working that into your process so capturing that that context is really vital in establishing a quality knowledge base I do have an example here so you know you may have a caller and instead of calling in and asking why a DNS server is not resolving uh they're probably going to ask why they can't navigate to a website um more than likely they don't even know what a DNS server is as technical folks we do know on the back end and that may be how we write the knowledge article but you can kind of see how that would get skipped and self-service and it might even be skipped by other agents who don't know what a DNS server is so by capturing how a caller would ask about something we're going to ensure that they can search for it in self-service and other agents who may encounter callers with the same symptoms if you're using external sources for knowledge ensure that the content is searchable maintain and accessible to the callers just like knowledge and service now just make sure that they can get to it the same way in that external content and we do have an external content for AI search plugin too if you want to start incorporating Knowledge from external sources and I believe they do cover some of that on their community site too so if you want to go a little bit deeper um so knowledge bases are usually a collaborative effort um involving multiple authors so consistency is really crucial in maintaining that quality knowledge base um to ensure that the correct content is captured in the right format we do recommend using article templates we have several out of the box templates to that you can use and our KCs template is really useful as it automatically extracts information from an incident or case and puts it into that knowledge article so you can see you go back to number one if you're capturing knowledge articles during the interaction how this template is going to help you speed up that process and knowledge blocks again we'll get to this in just a few slides but you want to use knowledgebots to prevent duplicate articles that might have slight variations in content based upon audiences and then just the last one uh when you're rolling out new Services I know documentation and knowledge can kind of be tacked on to the end but you want to make sure that your end users have knowledge articles and self-service and your agents have those knowledge articles available to them right when you launch your service that way you can kind of deflect a lot of those things coming in during early life support and just give everyone the information that they need when that service launches all right so let's get a little bit deeper into kind of some article content best practices um so the first one you want to keep your language clear and concise um if you want to improve the user experience and use that user-centered language um just going back to that DNS server won't resolve kind of example that's just not a really great example of user-centered language they're not going to be able to search for that the next one is to add screenshots or videos for your readers to follow along but with this keep search in mind you don't want to take a screenshot of text or a screenshot of steps and put that in because then you're impacting your search results folks can't search within the screenshots themselves when possible keep your articles short and digestible they are really meant to resolve a certain issue or symptom they're not a technical Deep dive they're not an essay you want your users to be able to identify the issue that they're having and the steps they need to take to resolve that really easily and then also use clear and action-based titles so again think about search think about that DNS server example the title in that case would probably be like cannot navigate to a website rather than DNS server won't resolve and just kind of think about search and we'll get into search a little bit more as far as how you can improve your articles with search queries in the improved section in part two uh you wanted to Define any kind of terms or acronyms that you're using don't assume that your end users know what those are and also add search phrases to articles too and and you can kind of see what's being queried by your users and we'll cover that more in part two if you do have articles that are relevant to each other you know there are solving different issues but they do have some kind of relevancy you can link articles to show those relationships and then the last one is to kind of add context about why or when someone would take the steps in the Articles don't be afraid to use examples really anything that's going to help your end users solve the issue themselves or even agents solve the issue for them the more information that they have that's clear and concise the better for them diving deeper into article content um so you know we have a knowledge base we're going to have multiple authors in that knowledge base how can we make sure that the Articles have the right information uh and are following our formatting rules um to solve this we recommend using article templates um so articles have been out for a little while now they do have predefined fields that you can use in specific orders to capture the right information and really provide that consistent structure for your knowledge content you can use different field types in knowledge article templates so we have like day integer string HTML so you don't have to put everything in just a rich text kind of body field itself you can utilize those different field types and administrators can set field level security in templates to show them to only certain employees if they need to so you do have that flexibility in kind of administering those and templates themselves they are really flexible you can choose which ones you want you use four different knowledge bases and you can choose which Fields you want to go into those templates you can create your own in the slide here I kind of just have a quick overview of the ones that we have out there out of the box and what you can expect to see from them but you can be really flexible with article templates and use them however your organization needs to use them I do see we have a question there um as far as best practices for importing existing knowledge articles um this is really going to depend on where the source is coming from um so like I mentioned uh if you have external knowledge articles and you just want to search them you can use AI search we do have an import feature for Microsoft Word that's out there that you can use I know that there's different partners out there that will assist uh in importing from SharePoint and things like that so this would be a good question to put on the product Hub and we can kind of take a look at it after but it's going to vary depending on where your knowledge is coming from can we use article templates while importing knowledge articles um I don't believe the Microsoft Word functionality has that I can Circle back around to that to see I know there are some limitations when we're using the word plugins and things like that but I'll take that offline and we'll answer it on the community after this so let's get into knowledge blogs so again like I mentioned knowledge blocks are really there for reusable content that you can use in multiple knowledge articles or content that really just kind of applies to a certain audience within an article so you know you can think about using knowledge blocks if you have like policies like travel policies or retirement policies anything that might be like location or group specific but the rest of the article itself pertains to multiple audiences or the wider audience another good use case is that that end user agent scenario where most of the article end users are okay to see but then you do have some internal notes for your agents you can use a knowledge clock for this instead of creating a duplicate article I've spoken to some customers have used knowledge blocks in different ways they've gotten creative with it depending on what they needed to do so I was just kind of going through your knowledge base seeing kind of what duplicate articles that you may have out there and seeing if knowledge blocks can help you condense some of those articles out there just because when your end users are searching for those articles you know they may be a little bit confused on as to why there's there's similar articles out there that have varying content um this slide just a really great visual over here just to kind of see the differences in knowledge blocks so over on the left I kind of have a developer Persona and on the right I have a manager Persona you can kind of see we have the same knowledge article here but they're seeing different management level content based upon their role do you know if these are supported in translated knowledge articles as well so yeah can you create a translation for a knowledge block yes you can that is pretty awesome yeah yeah we have a lot of great things out there with translation too um I know in Tokyo I think we have a video out there I know there's an article out on the product Hub about like translating multiple articles all at once um we've done a lot with translation recently yeah we have a we have also have another Academy I'll put that in chat as well uh about platform internationalization with the uh director for uh that area so if you want more info you can check that one out cool all right so you may be wondering um when to use templates versus knowledge blocks I do have some guidance on that so to kind of revisit templates they really assist you with having that structure and that readability and that consistency for your articles within a knowledge base um so they provide those guidelines and when you're you know going to select a template you can see some preview text of what that article look like you can use templates to set CSS in field Styles so if you have some CSS formatting that you want to put in there you can and they also handle that basic field level security that you can use as well so admins can kind of control the security for all articles that use a template and another cool thing is that templates will help you um generate SEO so if you have public articles out there and you're unsure what SEO to generate you can actually use a template field value to help you in generating that SEO um so knowledge blocks again reusable content um based upon location or group or kind of user criteria um so really you can you should use both you don't have to use both all the time you should definitely be using article templates when you create knowledge articles but you may not always have a need for a knowledge block within that template that's going to be kind of on a use case basis but you can use both it's not really one versus the other so a question around knowledge blocks can they be used to have an article be both service desk facing and facing uh public facing user facing at the same time it sounds to me like that's one of the purposes for knowledge blocks yeah yeah because so you can put like the user criteria you can get as granular as you need to but you could strip down that knowledge blocks you'll only be visible to something like Ito while the rest of the article itself is you know public or viewable to snc external however you got that the user criteria on there awesome thank you all right so the last capability I want to discuss in part one on our ownership groups so you know when you're authoring an article there is a set of responsibilities that a knowledge author has to assume such as any kind of approval workflows for publishing and retiring as well as managing feedback tasks if you're using actionable feedback which I'll cover in part two we do recommend using ownership groups as a best practice to share those responsibilities when you use ownership groups you are you know dispersing the approvals the retirement and the feedback task amongst a group instead of a multiple instead of one individual and you know there is that risk that occurs if you have one knowledge offer on an article right if they transfer roles or departments within the company or they leave the company itself you do have to kind of go back and manage that knowledge article to make sure it's being maintained efficiently if you use an ownership group you're just removing them from the group and other group members will assume responsibility for that article itself so again just kind of using group management as a best practice within your knowledge articles themselves all right so key takeaways from this um just really looking at KCs if you're not using it already exploring more about that focusing on findability when you're designing your knowledge basis in your categories using article templates for consistency and readability and using knowledge blocks to prevent duplicate content and using ownership groups to delegate responsibilities or kind of the five things I want you to take away from this at a really high level next time I think sometime in July we're going to get into Knowledge Management uh part two so we're going to cover use improve and in content help in that so we'll have another great session out there for you fold that information there's one I uh already answered in the Q a panel just real quick uh Mark was asking when uh workflows on knowledge basis are being replaced with flows instead and I believe we're working on that but we don't have a time frame to announce just now but it's definitely is on the road map um I can say you know at a high level Safe Harbor um road map right generative AI right we had a lot of things on our roadmap uh last quarter and then generated AI kind of turned everyone on their head so I can say for our roadmap our teams are really kind of planning and looking at generative AI quite heavily right now and how we can make like the article creation um process a lot more streamlined using generative AI to help you kind of edit articles and suggest content but we haven't forgotten about those flows I know I haven't I was just thinking about it the other day I was like I really want to get flows in here and like decision Builder and things like that but it is on our roadmap yes then there's another question uh uh or maybe a question for another decision if there's outside of ownership groups and maybe uh other things is there a method to incorporate Dynamic content from the from the platform so one of the questions is showing a reference User Group in a KB article for example yeah yeah I get what that's saying you want to kind of it's kind of like the same like if you're using like a notification right that kind of mail script method where you can use those JavaScript methods um I know that the tiny MCE editor doesn't um support that but this is a good takeaway that I'll take back to our product teams more questions uh with the versioning of knowledge articles attachments are copied to the newer version we have a lot of versions there will be a lot of attachments is there a suggestion to maintain that so that is your question because I can see it going both ways right because that attachment could be different on a previous version versus that that new version and now we're kind of getting into the topic of managing attachments themselves um I don't think we have any capability in the platform built into managing these um but I will take this back and see if I can find some good best practices around it I'm assuming right now all you can do is remove them um but let me poke at that for the next session and I can see if we can put it in the use section of that um there's another question that is coming in through chat can you talk about nlu and knowledge especially for the tech terms being the gap between an end user and I.T language so nlu in that case meaning a virtual agent conversations and how to find the right knowledge articles yeah I I will say um best practice use AI search right um zinc search isn't going to support that very well because it has a lot of Maintenance but I will speak to AI searches at a really high level but if you're really kind of getting into how to like use this in Virtual agent and AI search as well probably head over to their Academy in their um community site to look for that information there are no more questions right now cool um if you do if you do think of questions after this and are planning on joining part two feel free to bring them or you know ask them on the Knowledge Management product hub and we'll get through them there I can see one more question coming in though um looking at Knowledge from a user self have perspective exploring to self-train service now to Auto resolve issues using steps is that a possibility have you heard that from kind of the employee Center perspective I I can't speak for them and what they are doing as far as generative AI on their end I'm sure they are I know for the workspace perspective that we are looking into generative AI in workspaces and kind of tying in how we can use that to assist users to resolve issues and I'm sure that knowledge articles will be part of that I would say for this question keep an eye out for more content around Q3 Q4 awesome uh can knowledge articles be exported from servicenow to PDF to share knowledge with other groups within the organization you can export knowledge articles I will put an asterisk next to that and that when you get into exporting articles and PDFs and things like that you do lose kind of the relevancy of the knowledge article because you may have old content floating out there so it's best to kind of keep it in a repository that is up to date and maintained whether it's servicenow or an external repository itself it is kind of the similar thing with sending out reports it's better to have a dashboard and the right permissions to share the reports with people so that they have earned an up-to-date data and don't work without out-of-date data and the same goes for knowledge yeah awesome so with that uh this slide uh let's do a little uh quick uh wrap up as I mentioned before we have a bunch of other academies my other outbound colleagues are running different series about AI uh conversational interface is the academy that covers a virtual agent as well uh we have academies for uh platform analytics mobile next experience and as we had the aiis surge Academy as well I would love to see you in those sessions too uh we're starting to do some more uh crossover academies as well because a lot of those products work well together and I think those are most of the slides do I have anyone oh thank you awesome okay so uh thank you thank you Ashley for joining me today and speaking about Knowledge Management I'll see you again on July the 20th uh I will have another session as I said uh in two weeks with Eliza uh Orchard and we will be speaking about service portal where is that going because I'm sure a lot of you have questions about that uh we are also having another session early uh July and then um we'll get back into knowledge uh I want to encourage you all to check out the backlog of sessions that we also have for this platform Academy series we uh recently did some awesome sessions with Andrew Barnes and Julia Perlis about flow designer flow designer approval decision Builder uh there's a loads of great content out there already for the other platform topics like ATF and instant skin and as I said internationalization specifically covering also translation tasks and the whole framework for uh translating and localizing your servicenow platform that one was a really really useful session I think and with that I will see you in two weeks thank you Ashley thank you everybody for joining bye foreign