hello and welcome everybody uh welcome to this 39th platform Academy session um this will be another interesting session with my friend Ashley uh she was already here three Academy sessions ago I think uh so we did a session on Knowledge Management and had so much content to cover that we decided to put two together so this will be the second part of this uh presentation and more and more info I hope you all had a chance to watch the previous session uh if not I will put the link in the chat and in the video description later and uh I think we can add another go forward another slide thank you um you know this one I mean this is a uh we might be addressing some forward-looking statements so just make don't make any purchasing decisions based on that first of all this is part of a larger network of platform academy uh series uh we have academies on mixed experience on conversational interfaces we have ai topics very hot right now and of course mobile mobile and other platform topics so check out the other sessions with that QR code and I have a list of Links at the end of this presentation as well and then I think we can do some short interruptions too so as I said hello everyone my name is Lisa I'm Lisa hornstein I'm an Apple product manager for the now platform I live in Germany I've been with servicenow for about four and a half years I've worked with the now platform since about the Helsinki release so a couple of years and my main uh Focus areas on the platform are the workflow automation products that a flow designer decision Builder and process automation designer and that's over to you Ashley hi everyone I'm Ashley Snyder I'm an outbound product manager here at servicenow I am based out of Raleigh North Carolina famous serviced now for about a year and a half um feels like I've been here forever though um prior to that I was a developer and an admin for customers in healthcare and higher education I've been working with the platform since the Fuji release so you know I find that I remember things came out but now it seems like a while ago and I can't remember exactly what to release that is that means I'm getting old um but I'm I'm here to discuss Knowledge Management today you'll probably see me on future platform academies with Lisa as we get into admin Center and a lot of good things coming out for admins in Vancouver so you'll see me back again awesome um so I'll go ahead and kick it off um so we are going to be covering uh part two of this series today um as Lisa mentioned there is part one that has been recorded it's up on the community it's up on YouTube uh the deck is out for that so if you haven't gotten a chance to look at part one yet um please check that out I will do a small recap of what I covered in just a few slides so you know what to expect but we're really going to get into the second half of our journey today so with that being said here's the agenda I am going to recap on some resources just so you know where those resources are at we're going to continue on our journey uh and then hopefully we'll have some times for questions and feedback um I do have a lot of content to cover so if I don't get to your question live or in the chat we'll take it back offline and I'll connect with Lisa and we'll post the answers on the community event for this um recording afterwards all right so um resources um so we do have a couple of resources out there for you so whether you're new to Knowledge Management you want to implement it or you're looking to expand your Knowledge Management capabilities we do have a lot of resources to help you with that um so the first one is going to be now learning we have two main courses on now learning we have a fundamentals course which gives you an overview of Knowledge Management an overview of the life cycle and it also introduces you to KCs or what's called knowledge centered service this is actually a methodology that has been built into our product so if you think of methodology you're probably pretty familiar with ITIL kind of think of KCs as the ITIL for Knowledge Management so it'll walk you through the basics of that we also have an implementation course which um walks you through establishing Knowledge Management in your instance so it covers topics like workflows roles templates and it'll get you into some of those KCs capabilities as well such as article Quality Index and other advanced capabilities um in conjunction with that we do have a guided setup built into the Knowledge Management product itself I do recommend using this guided setup in conjunction with the implementation course so kind of use them in tandem learn as you go um with guided setup you can configure Administration security and other capabilities by completing tasks or signing them out and this will just walk you through again when you're first setting up Knowledge Management with those basic capabilities or if you're revisiting and you want to look at versioning or if you want to look at knowledge demand insights or other more advanced capabilities that we have you can always go back to it and use this to help you along the way with configuring that and last but not least we do have the Knowledge Management product Hub and discussion on the community site um so the product Hub is fairly new it's where I'm going to be posting things such as best practices like new capabilities release updates and getting started guides the discussion group's been out there for a little while it is more of an informal setting where I've seen a lot of different knowledge managers and customers kind of ask what other companies are doing and kind of get more of that informal advice on Knowledge Management so that is there for you as well so a lot of great resources out there that are being continuously updated and we'll have these links in the chat for you too so you can get to the now learning as well as the product hubs all right so part one um I do want to just recap what I covered so when you are going back to revisit that you know what to expect so I did Cover just a basic overview of knowledge-centric service and kind of what that was and some benefits that you can get from it um then we went into how to structure your knowledge base so best practices on structuring one or multiple knowledge bases things that you need to keep in mind best practices for categories categories versus unified taxonomy the difference between our portals and so on and then we went into capturing or creating knowledge articles so how you should structure your content what kind of information you should put in your content why you should use article templates and knowledge blocks so all of that is in part one of this series so for this uh part two we're going to get back into our knowledge management flow we're going to talk about best practices for each step of our flow so like I mentioned we hit structure and capture in part one we are going to go through use improve and content help in part two today so let's go ahead and jump into use and how we can maximize the benefits of Knowledge Management by using it so um the primary purpose of knowledge is to be used and reused within the organization by using knowledge we can decrease things such as resolution time average handling time and increase user and customer satisfaction additionally we alleviate stress on our agents but providing them with all the necessary resources that they need to resolve issues reusing that knowledge not only provides insights into kind of issue Trends but also contributes to the continual Improvement of your knowledge articles as issues are going to be detected and fixed or flagged as that knowledge is used within your cases or incidents or other record types any additional information or content updates can be done by the agent when they are reusing the article within our configurable workspaces so let's discuss some best practices for setting up your knowledge articles to maximize their usefulness the first one is that knowledge should be easy easily readable by capturing knowledge articles during their interaction with the caller and really in their context and language in conjunction with using knowledge article templates we're already making it easier for users to access this information it's really important to remember that knowledge article should focus on solving one topic or issue rather than being lengthy essays the article should be formatted in such a way that they are easily viewable by a wide range of users providing contexts and examples to help them understand to solve their problems a lot of users just really need quick Solutions whether they're doing self-service or your agents are attaching articles or walking them through it's really important to provide clear steps for them to follow if articles are too long or difficult to read you may see that your users are just resorting to opening an incident or a case or just going to chat itself well that defeats the whole purpose of self-service and deflection so true so you know think about different kind of users out there think about how you look for things when you're getting support you have an issue you just want the steps to resolve it or know what to do um the next one is that your content should be trusted and up to date so you know when you think about when you're searching for information on the internet you're more than likely to click on things that are like up to date or published within the last year um the same goes for your users they're going to prefer articles that have been reviewed and updated in the past year if they see articles that haven't been updated or are like three years old they're really not going to have a lot of confidence in that content or it might not seem trustworthy again they may just default to creating a case or an incident or hopping right over to chat so just think about these things when you are like thinking about the valid two day on your articles and kind of your review processes which I'll discuss later on in content help uh when agents encounter articles with missing or incorrect information they're encouraged to either fix the Articles themselves or flag it for domain experts to fix so this is more of a KCs capability but if you are using KCs we do provide roles and guidelines for contributing and Publishing articles so you know we don't want a bunch of just articles just being published with incorrect content so we do have those roles we do have those workflows out there to make sure that we do have quality content in our knowledge base when agents are creating them all right um the next one is to make your articles accessible uh and this really is you know buy your users buy your agents so looking at things such as portals mobile devices workspaces really a lot of this is covered in part one um when I mentioned structuring your articles for findability you want to make sure that your articles are easy to find when users are searching or browsing for them so the example I provided in part one uh you know we have an article and if it's titled something like DNS server down that's very technical a lot of times your users are going to have difficulties locating what they need they're not going to search for this your agents may not search for this a more appropriate title would be like cannot be a website that is going to be something in the user's language it's something that they're going to search for and probably your other agents are going to search for as well when they go to to find that issue so make sure that they're accessible a couple other things for this is that if you do have users who are multilingual or using different languages and you're using AI search you can enable AI search to search for articles in any language and I have a link that will share out in this PowerPoint so they can search for terms in different languages so that is something you can enable finally encourage your users and agents to give feedback on articles through comments ratings and Reporting knowledge gaps this really helps us improve the Articles themselves so users can provide feedback through portals or mobile interfaces agents can lead feedback via workspaces communicating how feedback is making articles better really does build trust with your users and it encourages them to provide more feedback in the future and we'll kind of get into that process a little bit later on so I'm glad that we threw the Safe Harbor out there since we are on the topic of um you know usage and interface recommendations I do want to cover this topic so we launched the knowledge B3 page early on the platform I know it was there in Fuji so it's been around for a while it's this page over here on the left um so this page you know it's been with us it is for users who aren't using portals to look for knowledge but it's not very configurable and we are going to be replacing it with the knowledge portal page that we've released I'm going to say Istanbul maybe Kingston yeah um somewhere around that yeah you might know that's what I'm kind of getting into it's like sometime a long time ago but not that long ago exactly so it wasn't there when I started but it wasn't there before I joined servicenow so sometime between 2017 and 19. that that seems right so it you know it's it's received some updates and we we've just put a new theme on it um in Tokyo um so it does have that new theming um so we are going to be replacing uh the knowledge B3 page over here on the left with the Newport or new portal page um in Washington DC so this is going to be a change that we make um you can get ahead of this if you want there is a knowledge article on how to go ahead and do that redirect I have a link to the system property that you need to do the redirect down here in the slide so if you want to get ahead of it really it's just going to be you know training your users who use the old page on how to use the new one um the functionality will be the same you just have to do that training on how the interface has changed um and with the the portal page since it is using angular it is using their service portal technology it's going to be a lot more configurable and customizable than the old page was so if that was a blocker that you were hitting with how to customize this page you're going to have a lot more flexibility with the new knowledge page so that is one thing I did want to go ahead and share out go ahead and do it now if you want or prepare for it or um you can wait until Washington DC and we'll do it there during that release I just posted the link to the system property as well thank you all right so since we're on the topic of interfaces and usability I do want to cover our search engines that we have out there I'm not going to get into too much of a deep dive on best practices for these search engines because we have a lot of content out there but I did want to cover at a high level difference and we have a whole Academy we do well I'm not gonna I'm not going to repeat what they said I will not be able to give you that content as well as they can um but we do have so our two search engines we have Zing search um it's been with us for a while like really early on in the platform it was our you know our default search engine um it does provide fast results um and it has some features such as automatic search suggestions um indexing text and including attachments in search um over the past couple of years we've really invested heavily in our more advanced search engine called AI search and we're going to continue prioritizing AI search overseing so AI surge it does utilize machine learning and offers a cognitive search experience so most customers prefer that consumer grade search experience they've been asking for it I mean your users go to Google they go to Amazon they want the same kind of search experience when they're in service now when they're on Portals so AI search is going to align with these ask a lot more than Zane could we we have a lot of best practices on how to get there I was saying but it really just doesn't do it it wasn't built for it wasn't meant for it so if you haven't looked at AI search already go ahead and go to the academy as Lisa mentioned there is a product Hub out there start getting feel familiar with it because it is going to provide your users a better experience than using search will and then this is just a really good graphic that I like to to show when I'm speaking to different customers it really just kind of shows the business value of our different searches so using search kind of Falls somewhere between keyword search and semantic search you can see as we have more features and more things that the search engine can do that the business value goes up so AI search is all the way here at the top with actionable search so it has a lot more business value um actionable search when I speak to that that an example would be like if someone's searching on how to replace a keyboard instead of just giving them a knowledge article on how to replace the keyboard we're going to go ahead and show them the request item on how they can do that so they can go ahead and take action on that search rather than just viewing it so really high level stuff if you want to go a lot deeper definitely check out the resources that we have on AI search so I'm going to switch gears just a little bit and go into agents usage for Knowledge Management I am going to be speaking to some workspace features that we have out there um so as far as KCs and really outside of kcs2 which really isn't just a KCs thing it really is important for your agents to search early and search often and what I mean by that is when they get an interaction or a case or an incident really the first thing that they should be doing is looking for a knowledge article to resolve that issue whether that they're attaching it to send to the user so they can resolve it or if they're walking the user through the steps we really don't want to spend a lot of time on like problem analysis and research for issues that are already solved and have knowledge articles out there so agent assists is going to be the tool to do this it does speed up as far as searching it does speed up that process because we do grab some Fields such as a short description and I know you can configure AI assist look percent other things so we will go ahead and key off that and try to give you the knowledge articles that best match that right away and then from agent assists right from this panel here you can get just a short description of what that article contains agents can go ahead and attach the article they can flag it if they need to flag it and which will create a feedback task which I'll speak to in just a moment thank you Market is helpful or they can go into a full view of the article if they need to kind of dive a little bit deeper into that article so this really prevents Agents from having to navigate elsewhere to view knowledge articles because they have everything they need within that workspace to resolve that issue so if we think back to the core UI and what people may still be used to this is similar to the embedded uh portion in the form that you would see if you click the button next to the short description that used to surface those articles but better yeah exactly so contextual search I don't think you could do any of the flagging option Journey yeah do that contextual search awesome um on that point again we are going to be investing more in agent assists and contextual search as we are investing more on our workspace capabilities um than in the classic environment so that is a important thing to know if you are thinking about workspaces and kind of what the differences and benefits would be um so some other agent actions in workspaces for using knowledge articles um so let's say that an agent cannot locate a knowledge article for their issue they can create a knowledge Gap if an article is missing so a knowledge Gap is just when we have an issue and we don't have an article to resolve that issue in the knowledge base that's when we use the terminology knowledge Gap um and then if the if you're using KCs or if your business process flow is to allow agents to create articles they can go ahead and create one during the time of interaction from the workspace itself so that does kind of flow into capturing that user's context and capturing that language in your business process um so you can flag articles to provide this feedback and that will really help facilitate continual improvement too so again creating articles flagging articles um if you are creating articles you can fill out which knowledge base it needs to go into and you can decide which knowledge or article template that you need to use if you're using KCs and knowledge we do have that KCs template that I discussed in part one which will automatically capture information from that record and put it into the um draft knowledge article itself so this really does kind of speed up that process when you have an agent who's working with someone on an interaction they need to capture that data really that's what that KCs template is for to speed that up because we know that that can be maybe a little bit slower of a process at times and we want to assist those agents in creating those articles yeah from experience it takes a little for organizations to adopt this at first so you may need to make sure you have some some form of governance in place so that you really encourage your your agents to actually create articles from uh their cases or their incidents um because the more knowledge you have the the easier future cases will be to solve but I've I know from experience that's not an easy task to do so making those hurdles as small as possible is a very good approach I think yeah definitely I I've been on a service desk myself so I know you have chats and multiple calls coming in and you're working with like three people at once and asking to create a knowledge article during all that seems like a big ass so um like Lisa mentioned giving those agents a leg up and giving them the information that they need to do that quickly helps them um but also too to your point of getting this process set up it's not going to happen overnight like we do have the tools in the product but really is going to take some planning it's going to take some embracing by the organization it's going to take um your leadership getting behind it I will say if you're looking for materials on that go to the Consortium for service Innovations website they have way more information on KCs and I can provide in these two sessions um but they they give you all that context to give you steps on how to set up your KCs methodology at your organization a lot more than just what's in servicenow's Knowledge Management product so that's a really great resource to check out and they provide a lot of this information not behind a paywall it's free for you to use and take a look at and then if you want to go deeper they have training and certifications as well all right let's hop into and prove um and I might go a little quick more quickly because I do have a lot more content to cover um so how do you improve your knowledge so you have agents using it you want to improve the quality and relevance of your knowledge um you know you could definitely use feedback you know often feedback it is it is more of a reactive process but it does highlight minor edits that need to be made issues in the process or even missing content so by reviewing and acting on your feedback your teams can make adjustments to that content and make it more meaningful to your users reduce your knowledge gaps like I mentioned a knowledge Gap occurs when you have an issue and you don't have a knowledge article to resolve it so you can proactively tackle this by looking at like unsuccessful searches you can look at navigation paths with user experience analytics and if you are looking at if you have knowledge demand insights which is more of an Advanced capability of predictive intelligence we do that for you via machine learning and then your agents put them in as well so just taking a look at those knowledge gaps um definitely want to improve the quality of your knowledge Base by minimizing duplicates and offering unique information so that's something to take into account uh making sure that articles are unique and there's not a lot of articles that kind of come up with slight differences for your users to navigate through and then additionally retiring or replacing articles to not convolute those search results with irrelevant or outdated content finally KCs again I keep pushing it I want you to look into it but we do have an article Quality Index checklist that will really help you establish a consistent standard of quality for all your articles in your knowledge base which I'll cover in just a few slides all right so let's get into feedback um so feedback can be provided in multiple ways um so end users can leave feedback on articles via portal interface or mobile agents can leave feedback and articles via a workspace we have different feedback types so you can flag an article as incorrect or inappropriate or whatever you need to flag it for that will create a feedback task you can write an article so we do have like a one to five star rating articles can be marked as helpful or not helpful and then we have comments which users can view and reply to and I did want to mention uh as of Tokyo we did enable rating and helpful or not helpful at a knowledge based level so if you have a knowledge base that you don't want these options on you can control that at the knowledge base level now so um actionable feedback task so we have feedback records that get created when you know an article is rated or marked is not helpful but you can really kind of enhance your process via actionable feedback and feedback tasks um so out of the box if you have you know installed the knowledge Advance plug-in and you have configured knowledge feedback tasks you're going to get a feedback task when an article is flagged it's either going to go to the ownership group or the author of the knowledge article for review we do have some configuration and some system properties where if you want to have feedback tasks when an article is rated below a set value so let's say it gets one star or if it's marked as unhelpful you can create a feedback task as well again these will go to the ownership groups or the authors of the articles in part one of this series I did discuss ownership groups and all the advantages of using those ownership groups this really is just one of those advantages right taking this feedback tasks and instead of sending it to one person you can send it to the ownership group manager to delegate those tasks out uh I won't cover this slide I I did want to throw it in there because we're going to put it in the PDF um so I didn't want a slide out there that I didn't speak to but this is a really great one to screenshot or take a look at later it's just how feedback works with article versioning so in case you have questions about that and you are using versioning here's this Matrix for you so you can take this with you and refer to it later all right um so we do have a feature again it is part of our KCs functionality called article quality checklist so what an article quality checklist does it allows you to make sure that you have quality articles on your knowledge base so you can associate one checklist to a knowledge base and make sure that all the articles in that knowledge base are following a set standard more than likely you're going to have articles that are created by various authors and you want to make sure that they're all adhering to some kind of set standard for that knowledge base so with the checklist you can have um you know different questions with scoring and you can set a pass or fail threshold we do give you a default checklist out of the box that's based on KCs so a lot of the example questions are here so making sure that the article is unique to prevent duplicates are the links valid so kind of going back to our link discussion this is just a proactive measure to make sure that our links are good and just some different things here to make sure that that our that knowledge article does have that quality again you can create your own checklist you can modify this checklist do what you need to do and set it up for that knowledge base um again the KCs standards on the consortium's website really goes a lot deeper into article Quality Index and checklist so if you want to go deeper with this or if you just want to use our default one you can too but this really is going to make sure that that those knowledge articles do adhere to the standards that you set for your knowledge base the the abbreviation gets me though it's the same like the air quality index which has been prevalent in the news lately yeah it's pretty bad here um do you have a second for a few questions um so uh one of them is can we get more info on reducing gaps in searches and navigation where and how do we look into this is this later in the uh in the slide deck or it's not well I'll take this offline and post to it nice uh then the second is do you know how common it is for customers to use external uh knowledge sources for their uh for their Knowledge Management um I've had some customers ask you know that that came out uh in Helsinki so it is an older plug-in um this might be actually a good use case for AI search since you can search external sources itself so let me take this one offline because I really do need to do a comparison of that older plugin that we offer versus AI search and which one you should use in which scenario all right and then the last one is there's also a helpful yes no on the genius result card do you know the table name where the stores the results are stored in I think I think things would probably follow up with that yeah that's an AI search question we'll take that one offline awesome and then one in chat um if there are any resources in the community Forums on how to roll out the aqi uh review process so I know the knowledge managers discussion has had a lot on this um I would check there we have a lot of customers such as well I can't say the customer names we have a lot of customers that have done this and have actually YouTube videos so check um on that knowledge manager's discussion for that awesome thank you I think that's also for it um so just a kind of a quick recap of knowledge um article Improvement best practices um so encourage feedback and take visible action on that feedback so you encourage future feedback uh track search phrases um you know incorporate those search phrases into your articles and identify knowledge gaps with unsuccessful searches make sure that you insert ensure recency by using the article validity field so that valid two field and you're doing reviews on that which I'll get to in just a moment uh reduce your duplicates and retire or replace out of the information so I if you haven't heard of replace that was a Tokyo feature you can replace an article when you're retiring it so if you have another article that you'd like to use instead we give you a pop-up you can choose it and links to like a redirect so you don't have to go back and change any old links to that retired article oh that's so handy so you can use the same permalink and it will still get you to the right place yeah we do a 301 redirect this is very handy yeah and then use aqi checklist if you're looking at KCs features to ensure quality across various authors all right so we've gotten pretty far in our journey let's go ahead and go into some content help best practices um so we have our content let's do a little recap we've organized our knowledge bases for easy access we've established guidelines for article creation we've improved the usability for our users and agents and we've Incorporated feedback and other things to enhance our articles so how do we make sure that we continue doing all these things and that our knowledge bases are healthy there are a couple things to do here we have some capabilities and we are going to be speaking to some strategies to do this so the first thing really is that your organization should Define some kind of content review and feedback strategies to enhance the quality and relevance of your articles so implementing a Content review process ensures that your articles are continuing to meet desired standards even after they've been published and maybe gone through an initial review and your feedback strategy establishes a systematic approach for receiving and addressing user feedback once you define your strategies you know they'll be implemented and the actions will be taken on them this process is ongoing it's a repeated process um you should really kind of Define milestones and benchmarks that you want to track for Success it's really important to track the effectiveness of your content and feedback strategies to make sure that they're working um you know if you've implemented a Content strategy or feedback strategy you want to make sure it's giving you the results that you want if you've made changes to that strategy you also want to see it did that negatively or positively impact our content health and our knowledge articles so just continuously looking at these metrics and these benchmarks will help you do that we do have some out of the box pre-built knowledge dashboards that you can use for this to gain insights into different metrics for your content help that will help you you know just keep that bird's eye view on your knowledge content as well as assist you with kind of communicating those metrics out to those who need to know all right so let's get into the content review strategy um so this is one that we get a lot um and I know it's discussed in the knowledge manager succession group so again a really great place to look um but it really is important to make sure that your content is being reviewed on a periodic basis we don't really want to set that valid to date 10 years in the future just to prevent the article from not being searchable that balance you'd say should you know coincide with an established process that your organization has to review that article I will say out of the box we are going to send a notification to the ownership group or the knowledge author a month ahead of time letting them know that their valid to date is coming up for expiration um so we do have that out of the box for you I know that a lot of organizations build things around this such as notifications I've seen organizations use requests or feedback tasks so there is some different things that you can do with it just make sure that it aligns to your strategy whether it's one year or six months just making sure that this ballot today isn't an arbitrary date that isn't aligning to your process um the next thing for Content review um periodically review their usage and Views um to really identify High performing content versus low performing content that information is really going to help you kind of take appropriate action so you might want to prioritize more periodic reviews for high performing content because it's seen a lot more than low performing content so looking at your views and your usage is kind of going to guide you on what you should focus on more than other because you don't really just want to kind of blank it and do a review for thousands and thousands of Articles you want some kind of strategy on what you should chip away at first and then you can kind of decide okay for low performing articles we're only going to do this you know every XYZ months or you know every year but we want to focus more on those High performing articles if you're using aqi this is another thing you can do you can roll out a periodic audit for aqi checklist so you know it goes through one when the article is published but if you want to just make sure that articles within your knowledge base are still conforming to this even though they've been updated you can roll out an aqi audit as well and have your content owners run through that checklist all right so feedback and feedback task strategy so if you are using knowledge feedback and feedback tasks really having a strategy to handle these um you want to kind of establish and document what is the handling time for feedback and feedback task we don't want these really kind of going into a table where they're not looked at a lot and they're not part of our operational process you want to make the feedback and feedback task visible to your knowledge worker so whoever is responsible for them whether it's the knowledge author or the ownership group they really should be seeing these in their daily task and in the the dashboard set they work in some kind of of widget or data visualization that shows them that they have these and they need to be worked and they really need to understand how they should prioritize these right they're going to have you know high priority incidents and change requests and things like that but you know just like they prioritize incidents and kind of have slas and do days from that we really should kind of work in our feedback and feedback tasks to make sure they get in there somewhere with those you know lower priority incidents and when they have time to do those so having a clear process and strategy on that and communicating that to your knowledge workers will really help them know when they should work these and when the time frame that they should work them in we don't really want to put these on a separate dashboard for them to go chat it really should be front and center for them to know the things that they need to do in order to close that feedback loop so on that subject make sure that you are closing that feedback loop it is really important for your submitters to know that there have been actions taken on their feedback so they feel heard and they're likely to provide more feedback in the future if you have comments on articles just like our community please address those if you have a knowledge article that has five comments saying that something doesn't work it's not going to instill a lot of confidence in your user who's looking at it so either respond to those comments or you can manage those comments and remove them just make sure that you know if you're dealing with comments on articles that you are keeping those up to date and that the users have the up-to-date information all right um so let's go through some dashboards that we have to help you with this out of the box um so we do have our knowledge management overview dashboard um this has been around um for quite some time we do have Safe Harbor um roadmap enhancements to move this over to next experience dashboard so these will get a Little Love in the near future but we also want to enhance them as well but what this dashboard is for it's for knowledge managers and admins to quickly look at metrics that are related to their knowledge bases and the article life cycle so they can track articles and when they were created or updated um so like we'll say that you're doing an audit this is a really great way to see if I'm doing an audit I should have a lot of articles that have been updated in the past 30 days and I can quickly see this from my dashboard itself we have a feedback tab so we can see articles that have been flagged helpfulness ratings comments and other overall trends for back I would say if you are looking at feedback tasks we don't include that out of the box but this would be a really great tab to add any kind of additional widgets to if you want to track those feedback tasks at a higher level again working the feedback task themselves should be on the knowledge workers dashboards Incorporated with their other operational tasks but it's that higher level overview can be included on this dashboard uh and then we also have an article usage tab so again tracking views and usage and other Trends related to knowledge articles um is all right there for you out of the box and author metrics um this is really more pertinent to knowledge authors themselves I really say that the the highest three tabs of the life cycle feedback and uses you're going to give you the most value on this dashboard if you're using performance analytics we have another dashboard for that it's called Knowledge Management so if you do have that license we have a module in our guided setup that will help you set up your performance analytics for Knowledge Management and help you set up this dashboard and let you understand what you're going to get out of this dashboard again this dashboard is going to help you make sure that your knowledge owners and content creators are following proper processes and procedures and we do have three tabs on this dashboard so we have a Content usage tab so if you want to look through click-through rate authenticated and unauthenticated user activity and some other activity on knowledge articles you can view it there governance that tab will show you indicators for percentages of Articles published how long it took to publish those articles so if you are tracking that we do have the information there for you and then your content quality tab indicators out of the box for or aqi or article quality indexed flag articles ratings and more so with both of these dashboards again we are going to be looking at enhancing them in a future release and moving them over to next experience dashboards but these are really great starting points to add your business process and get a little bit further and configure these for your Knowledge Management strategies and then we have our knowledge demand insights dashboard so knowledgeman insights it is a part of predictive intelligence so you do need to be licensed for that but I talked about those knowledge gaps earlier and how we have a machine learning solution to look through those so we do have this dashboard out for you I won't go in depth but I do have an article out on the community that talks about knowledge demand insights more all right so I I do see we're almost out of time so let's go ahead and wrap up this session with some takeaways timing is awesome you're doing great I know I feel like I could talk a lot more a lot more in depth in these um but yeah let's just wrap this up for part two so the first thing you know make sure that your content is easy to read it's accessible and it's trusted and relevant encourage your users to leave feedback to improve articles and close that feedback like with them so they're encouraged to leave more feedback uh make sure that your agents are searching early and searching often whether it's in workspaces with agent assist or contextual search in classic environment and encourage them to either flag things that are incorrect fix them if that's part of your process or create new articles as well that's part of your process and attach those knowledge articles when they find them so we know that this that knowledge did help in that issue use AI search over zinc search if you can for more of a consumer grade search experience and then use our out of the box dashboards and configure them to meet your content and feedback review strategies all right Lisa I I don't know if we have questions but we do you have some housekeeping but we have a little bit of time here yes how to differentiate between searches done in the in the portal in the back end I put an answer to that already I checked the table just now and there's a column called Source type that you can add to your formal list and that'll tell you where that search has happened I think those are the the current ones and there are more coming in is there a list somewhere with all of the out of the box dashboards for knowledge that the product docs covers them I would just check the product dogs and it covers all the different reports and indicators and things that are on them yes awesome Mary asked for a part three because this is so helpful and then Rich yes obviously I do have it on my radar I don't I don't know when we'll get to this I know it's going to come up sooner than later right generative AI we're definitely going to cover the product features that we have out there for generative AI but it is on my radar to to a best practice session to get Knowledge Management ready for generative AI so these two parts will definitely flow into that but we'll probably scale it down for another session so it's in my brain we have to keep the tool made and get it out there but there'll be another Knowledge Management session yeah speaking of future sessions um I think most of the things have been uh answered if there are more questions please put them in chat or in the survey that opens up in a in a minute uh we will answer the other ones offline um once we uh the the community post is also there for you to um the community event is also there and you can ask your questions there and we'll address them as we can um and then uh for our future sessions we are approaching Vancouver and pretty much all of our other Academy sessions will have what's new in Vancouver sessions I am planning to gather all of the dates into one handy um overview and I will share that on at least my Academy page intro page but I think the others will distribute that as well so that you know where to join for all of the Vancouver goodness we're very close to the Early Access period and uh a bit after that we will enter the general availability of Vancouver so expect our Vancouver content probably mostly in September and October because that is um or generally when we start so there will be sessions on what's new for conversational interfaces for next experience for platform and I'll probably also have guests over for the Creator workflows so automation engine and app engine and those interesting products so be sure to sign up for these Series so you don't miss the Vancouver uh new uh feature highlight sessions my next session in two weeks I is another one about subscription management an all-time favorite my uh boss Adam will join me again and we'll do a quick um a quick walkthrough of his knowledge lab and this will be another Better Together session and we will show how you can build flows to better manage your subscriptions in your platform so that'll be an interesting session I'm still finalizing the session in four weeks I think that's all you'll definitely see me again I have those sessions on my backlog once we enter the Vancouver space there will be uh uplift sessions on process automation designer and playbooks because there are huge huge changes coming to process automation designer in Vancouver and I'm very excited about to share that with you um there are more awesome changes coming to decision Builder and all of the other uh interesting topics so be sure to sign up be sure to please fill out the survey uh give us some comments once we post this on YouTube give us thumbs up and everything that gives us a good dopamine and uh that's about it thank you so much Ashley for joining me again I look forward to our next session together and thank you everybody to join us for this Academy see you later everyone bye bye