[Music] all right awesome so uh looks like attendance is slowing down so we'll go ahead and get started uh I do want to thank everyone for joining this brand new Academy series that we have um focused solely on Knowledge Management here at service now um so this is going to go throughout the year uh it is going to be held once monthly uh every second Tuesday of the month at 12:00 p.m Eastern um so we will have different topics throughout the year and I'll post some of those future topics topics in just a little bit uh if you can't make the session live uh no worries we will be recording these uh and posting them on YouTube uh as well as the decks and the Q&A um so we will have a special playlist just for Knowledge Management there um and you'll also see some pre-recorded short videos um called Academy shorts where we really um dive down into a topic about a 15minute session kind of get a little bit more technical you'll find those uh on that playlist as well um but thank you again so this is going to be our first session we're going to go all the way back to the beginning uh and get started with Knowledge Management um so this session really going to focus on everything that you need to know before you get started on your implementation um but it should be helpful if you've already implemented as well um or kind of revisiting your implementation uh of Knowledge Management and service now uh before I get too deep um I will be checking the chat I will be checking the Q&A the YouTube channel name it's just going to be called Knowledge Management I'll post it here uh in just a little bit when we get to the resources um but if you're familiar with navigating our other Academy playlist you'll see it in there alongside of all of those um let let go ahead and get the Safe Harbor notice out of the way so uh in this session and a future Academy session sessions I am going to be speaking to some backlog items that we have and some road map items um that we uh are looking at in future releases but maybe haven't committed to so um please don't make any purchasing decisions based upon this session uh or future sessions but you'll see this Safe Harbor notice uh every time that's kind of just the the short of the legal lease here and let's go ahead and talk about some housekeeping uh for the Academy um so please use the Q&A button uh for any questions that you might have zoom gives me a nice little transcript of all of them I'm going to take them and type them out even if I've answered them live and post them to the event on the community um for this Academy so that way you can refer to them as reference later or they're searchable within the community itself um feel free to use the chat for any kind of interaction that you want to have with other folks I see a lot of people introducing themselves which is great so any kind of comments that you might have or if you just want to chat with other attendees uh and then just use that Q&A for the questions um also this session is being recorded uh it is going to be posted on YouTube uh I'm going to spend a little time editing out all my ums hopefully uh and then I'll get it to you a couple days later and like I mentioned I will have a PDF of the deck that I share and then that Q&A posted as well so a little bit of that housekeeping I do want to introduce myself um so my name is Ashley Snider I'm an outbound product manager here at service now uh I just hit my two-year Mark of service now so I'm really excited about that it's definitely been a really great journey I've learned a lot just working at the company about our different products and how the company works really excited for 2024 uh and being part of the knowledge management team here um previously I was an administrator and a developer um for service now myself uh working for customers so um different Industries such as Higher Education and healthc Care I worked for a partner and kind of did the the gamut a lot of uh different administrators have worked on different site such as itsm um SPM or what we used to call itbm or anything kind of platform um back in the day you really kind of had to be a jack of all trades not so much the case anymore um but my expertise that I'm focusing on right now at service now is of course Knowledge Management that'll be one of my main focuses for this year but you'll other you'll see me on otheris and other sessions talking about other products such as admin Center um so our admin homepage application manager configuration hub some new things that we came out with also adoption services so guided tours um help center and guided setup you'll see me talking about those as well and you may have seen me talk about next experience in our San Diego release that's really where I got started here um so you hopefully you'll kind of see me on the academy or on the community you've seen me already um just a few areas that I cover fun fact about me is that I started out on the Fugi release back in 2015 um so I am pretty seasoned but not as seasoned as a lot of folks out there um but as the years cre by uh that release is getting further and further away uh I do invite you to go ahead and just put what release you started out in on the chat just kind of want to gauge where everyone's at um you know how long they've been working with the platform like I mentioned this uh series and this session should have a little bit for everyone um talking about the personas that we're going to be targeting for the Academy um I do want to just kind of let you know really again it's for Knowledge Management but I am going to be targeting the content for some different personas so our knowledge management process owners so those individuals at your company who are really focused on the knowledge management process making sure it's rolled out making sure it's working um that person who establishes your goals and your objectives for your Knowledge Management program um and just kind of does the overall uh caretaking and overseeing of your Knowledge Management program uh so knowledge managers so those individuals who are really responsible for the day-to-day operations of the knowledge base that they're assigned to so you can have a knowledge manager for a different uh knowledge base and different knowledge based owners uh and they ensure the the quality and the relevancy uh and the health of their knowledge bases they go through and identify any kind of knowledge gaps and areas that need knowledge uh and do that metric reporting as well to make sure that we're meeting um our goals and objectives that we've set for Knowledge Management um also implementers so folks who are currently implementing Knowledge Management uh or plan to in the future so this could be partners this could be you at a company as an administrator um so or really uh anyone who has an interest in Knowledge Management uh hopefully we'll get some good information out of these sessions um but just so you kind of kind of know the roles that we're focusing on uh looking at the chat we have a lot of different uh releases here Helsinki Kingston Geneva Rome Quebec the start of all things so I'm assuming before we did the the city releases and we were back probably in Seasons or even before that uh Madrid San Diego I see another Fuji on there um I did do some spunking back in time for Knowledge Management as a product um and we go all the way back to the first release the Glide soft 2004 release so Knowledge Management has been in the platform since the very beginning super found and it's really interesting to see kind of how it's changed throughout the releases and how we're continuing to evolve especially since now we have generative Ai and Knowledge Management has kind of circled back around into the Forefront um so it's going to be a really exciting year um with that a good segue to our future topics um so I do have some kind of topics lined out for the series that I want to focus on these may change depending on kind of what y'all are asking for what customers are asking for uh and if we have any big ground shaking things happen this year like we did last year um but really we're going to be looking at um process en roll deep Dives that's a a big question I get asked a lot from customers knowledge centered service um that's a methodology that's kind of outside of service now it's not specific to us a lot of Knowledge Management products use it but we do have it built into our product um and if you haven't used it before you you may have questions on what it is so definitely want to kind of shed some light on that um get some foundational knowledge out on that um analytics that's going to be a big one that I'm going to drill into uh we have a lot of different analytics Solutions now on service now so we have dashboards for Knowledge Management um you know service portal you can do different kind of reporting off those logs and you can also use user experience analytics um platform analytics or what used to be called performance analytics so I kind of want to wrap all those different um endpoints and things that you can do to report on Knowledge Management into kind of like a Knowledge Management lens let's take all those different areas and kind of put them together to see how we can track and Achieve our goals so they're not in different places um so that's going to be a big one um deep Dives on capabilities so actionable feedback and knowledge blocks are a lot of meeting ask that I get uh that I want to shed some more light on and I'll add some more along the way best practices um for using like AI search and virtual agents um we did a a k mug or Knowledge Management User Group session that's recorded and will be on our playlist on best practices in AI search from a Knowledge Management perspective which was really helpful so that is out there for you if you want to go ahead and take a look at it um new release features and more as we have come up so this isn't uh a prescriptive list it's not set in stone but a good outline and draft for what you can expect in the next year uh we do have some great comments on uh KCs I took the the foundation training and about to take a two-day workshop uh to get a little bit deeper but it is a great um training and a great methodology um it is put out by the Consortium for service Innovation um which I can link here at the end and we'll have more um kind of resources out there for you within the presentation if you want to Deep dive a little bit deeper before the academy comes out on that so today's goal um what can you get out of the session for today um well I do want to discuss kind of the keys for setting up a successful Knowledge Management program um want to really focus on planning and things that will really help you out before you implement or whether you're revisiting your implementation uh I want to focus on the importance of governance in Knowledge Management and of course let you know of all the resources that we have out for there for you um as it pertains to Knowledge Management and service now um so that really is going to be the goal for today we're not going to get into a lot of demos or technical deep Dives today is it's going to be slides and kind of more of a reference overview um but hopefully you get a lot of good information information out of this to kind of get you set up and getting started um let's go ahead and just start kind of with a definition of what Knowledge Management is um so it is the creating sharing using and managing the knowledge and information of an organization this is a really broad definition um but it is widely accepted uh Knowledge Management itself has been around since the 1990s so we have over 30 years of different resources and methodologies and Frameworks and product s out there for you um so if you can definitely get really really deep into Knowledge Management I know a lot of knowledge managers organizations do there's institutes uh and different kind of governing bodies out there that you can um be part of uh if you want to get deeper in Knowledge Management uh and the goal of Knowledge Management really is to deliver the right information to the right person at the right time so a really kind of simplified goal um that if you keep in mind as you're implementing and and putting out new capabilities ities and and really think are we getting the right information to the right person and this the right time will kind of lead you along the way um to achieving that so something really great to keep in mind um and with that goal we do have some benefits to using Knowledge Management um whether you're using it within service now or not hopefully you are using service Nows and that's why you're here but um you know benefits of Knowledge Management this isn't really an exhaustive list um there's tons out there but I did want to kind of highlight some that you can uh especially if you're using Knowledge Management and service now um the first one being uh all the latest technologies that are coming out we've been hearing about this all out through 2023 uh with generative AI but using different AI capabilities and machine learning capabilities um we've had Ai and ml built into the the platform and the product before generative AI came out generative AI is just another capability we have now for Knowledge Management um but really you have to have a really great Knowledge Management foundation and have that data and have those quality and relevant articles within uh your knowledge bases in order to take advantage of these capabilities so it all kind of goes back to the foundation and the core of Knowledge Management but then you could do use these really great new technologies to make your business run more efficiently and more effectively and the next one being uh lowering your support costs um you know using self-service uh whe whether you're searching in Portal or using virtual agent or using mobile um really getting that information to your employees and customers faster without them having to open up a support case or an incident and also onboarding your agents faster so reducing that time that really takes to train agents on troubleshooting something and kind of just training them on knowing how to find their resources and how to find the knowledge articles that they need to resolve issues so lowering that onboarding time for agents um fast resolution times uh so you know as you have your articles uh ready for your agents to use of course their incidents in their cases are going to be resolved a lot faster we're going to reduce uh our escalation rates and we're also going to reduce the duplication of effort so uh a KCs principle is to uh search early and search often um so the first thing that your agent should really be doing uh is searching for a knowledge article when they get an incident or a case rather than troubleshooting so we can reduce a lot of that troubleshooting effort uh and resolve that incident or case a lot more quickly uh with all that of course you get increased customer satisfaction whether they're using self-service uh or their incidents or cases are being resolved more quickly and your agents are happier to um as they log in they have a lot of different things that are multitasking on I used to be on multiple service desk and kind of knowing that when I get in for the day even if I get a lot of cases I know that I have the knowledge and the tools in place to solve those effective ly really took a lot of that stress off me as an agent so focusing on both sides of that that satisfaction for both your uh customers employees and the Agents themselves and finally process improvements so um you can really tell if you have like workaround articles and stepbystep articles out there uh and they're getting a lot of traffic and usage um for different processes that you have um you can gain insight and see you know this workaround article is getting a lot of hits maybe now it's time we prioritize uh improving this process um since we're relying on this workaround article so heavily um so again not an exhaustive list but a really good one of the different benefits that you can get with using Knowledge Management and thank you for posting the KCs information in the chat I appreciate it um this is what the chat's all about right sharing that information um so let's go ahead we're going to switch gears we kind of outlined what Knowledge Management is is uh and the different benefits of it I do want to kind of talk about what we're going to be focusing on today which is our keys for Success on the Knowledge Management Journey um so again this isn't an exhaustive or prescriptive section uh it's really meant to serve as kind of guidepost for you in your implementation uh or revisiting your implementation uh just some things if if you look at these and start to hit the targets on these um you can do a lot of research for getting real prescriptive and using kind of different um tools out there um but really if you hit these you should be in a good place um for your Knowledge Management implementation so with the first one being planning and preparing um it's really easy to want to jump into the technology and begin implementing um I know in service now we make it really easy to start jumping in and setting things up that's a really great thing about the platform we have really great uh resources and product docs out there to help you with that um but it's really important that you do just take a little time upfront to plan and prepare um before you start setting things up or or migrating from other repositories uh this is going to save you a lot of time up front and during your implementation and essentially with all this planning you're going to be set up to scale after your implementation as well because you're going to have a really good foundation for your program um with that knowing where to find your resources um so all the resources that we have out there for you uh and then also focusing on your governance your people in your processes uh because this is really going to drive how you implement the technology uh and Implement our capabilities uh within service now Knowledge Management and then finally you know you've gotten you've done your planning preparing and you focused you got your processes and your government is all mapped out mapped out and you've implemented really then being able to measure and communicate your success uh and then also celebrating it and celebrating all the wins that you've got and all the the people who got you there with um contributing to your Knowledge Management program all right so a few things for planning and preparing like I mentioned if you if you hit these you should be in a pretty good place um definitely not exhausted there's a lot more out there um but the first one is to assemble your stakeholders so um just like any other kind of projects that you might have out there if you've implemented like itsm or CSM before more than likely you had a project team uh and you had to find stakeholders for that team we do recommend treating Knowledge Management as like any other implementation and having a project team if you can uh really defining uh the individuals who are going to ensure that the deliverables are going to be met the timelines in which they're going to be met in uh and then doing that communication across the company uh about the program and about the milestones and the timelines um I know that you know a lot of uh organizations may not be able to do a project for this I've been in those organizations myself for Knowledge Management um we didn't really have a project for that um project management really wasn't done in that way um but just really identifying those stakeholders whether it is your Knowledge Management um process owner or your service now product owner or even admin teams really just kind of getting those roles and responsibilities for that implementation defined upfront so this can look different depending on your organization uh and depending on how your organization uh manages implement men ing um different things in service now um so the next one is going to be to Define your objectives and your goals um so your highlevel business objectives these should align to your organization's objectives you may be cross-pollinating with other objectives so a lot of Knowledge Management objectives do align with Incident Management or case management objectives uh like I mentioned faster resolution time really getting those defined in those targets that you want to hit and then defining your kpis or your key performance indicators that roll up to your high level business objectives and then also the metrics that you're going to use to measure your success um so I'll go a little bit deeper on this in the next slide but these objectives uh and these metrics are going to help you communicate the value of your program um especially to your leadership uh and those who you need to get Buy in on or maintain Buy in uh especially in the future when you want to ask for resources whether it's purchasing geni cap abilities or purchasing or getting um more you know human resources on boarded getting uh you know more like knowledge managers and just asking for those resources this is really going to be how you're going to communicate the success of your program and how much more successful it would be if you had those resources um assessing the the current state of your Knowledge Management so I know it's really easy to want to begin migrating repositories over but if you kind of take a look at the current state whether you're outside of service now and your knowledge management or your inside of it kind of assessing where you're at uh and this will really help you determine what you need to do for where you need want to go uh and then also developing a road map um so again just like other implementations that you may have done in service now um go ahead and start defining your road map early um you know put your implementation on the road map as you implement you mind find that there's things that you're going to have to move out of the implementation or maybe some other company priorities needed to move in that way you can go ahead and just put them on your road map and prioritize them uh and you know where you need to go after you've implemented um so not an exhaustive list uh but again if you if you hit these kind of four things you'll be really set up for Success uh and in good shape for your your program going forward so kpis and metrics um like I mentioned these are your tools of communication um they're really going to drive how you implement M your technology um a lot of the times I do see uh on implementations that dashboards and metrics are at the very end uh and I I wanted to stress the importance of getting these defined really early um to drive how you're going to implement Knowledge Management um if you can go ahead and get your dashboard set up get the metrics defined know the ones that you're going to use and track um I've been on implementations for other products um itsm where we did all this table architecting at the very beginning uh and then to find out that it didn't support our dashboard reporting at the end and then we had to go back and redo it so definitely put your dashboards and your metrics uh at the very beginning and drive everything else based off of them uh I do have some kind of key areas for your kpis that you can focus on um and we have a lot of these out of the box for you um so tracking usage and engagement of your knowledge know bases um so we have out of the box metrics to track usage and Views uh we have click-through rates if you're using search on Portal and things like that for engagement we do have metrics on feedback um you know ratings marking is helpful and even subscriptions uh you may want to go a little bit further than this but really just seeing where your usage is at uh in your engagement within your knowledge basis uh the next one time to solve issues again this is probably going to intertwine U with some other uh objectives that you have for casee or Incident Management or maybe even HR cases uh where you really want to look at reducing average handling time what what is the handling time um on you know incidents that have a knowledge article Associated versus not really the goal is to decrease that average handling time uh and if we have uh incidents or cases that have knowledge articles attached uh really the trend should be downward on on that time um same for First Contact resolution increasing that with the use of knowledge articles uh meantime to repair um we want to decrease escalation rates and we want to increase deflection rates um so with this again we have a lot of out of the box metrics they're going to be specific to what you're using um so if you have CSM or or customer service management they have a lot of these out of the box with um their dashboards if you're using Incident Management they'll have them as a box your their dashboards but really kind of as like a knowledge process owner and a knowledge manager being able to view these and see these and track these uh are really going to be what you're you're primarily concerned about in this category um the next one being customer satisfaction so we definitely want to get those seat scores um we can get those via surveys we have a survey management tool um that you can use in service now to get those uh we have kind of sentiment analysis tools with uh performance or platform analytics that you can use to take a look at comments and feedback um and I know that uh CSM has some cat scores built in I believe Incident Management does too so take a look at your your metrics and your dashboards for those respective areas see if they already out of the box for you um if they're not then you could definitely build something in using survey management uh in service now for Knowledge Management I've done an implementation on that myself um so that is available to you to start tracking that cat and then finally contribution so uh is your knowledge based getting traction with uh users creating articles we have out of the box metrics for the number of published articles uh quality uh relevancy uh and time to publish so those are all really things that you're going to want to keep in mind and keep a real good eye on uh especially when it comes to Quality and relevancy as those uh metrics are going to tell you a lot about the health of your knowledge base um Quality and relevancy are going to directly tie into our results on AI search uh in Virtual agent uh and as you are you know using those and getting more mature in those and maybe even looking into generative AI Solutions with those two things your relevancy and your quality are going to be key so those are going to be really big ones to take a look at and start tracking and getting your baselines for especially if you are looking into moving into generative AI I do see some questions coming in um let's just u pause and take a look real quick um so calculating relevancy scores again we'll have a whole analytic session where we're going to take a look at a few of these things um I will say if you want some information on that um prior to that session uh go ahead and take a look at the K mug session for AI search that we did again I'll post it uh at the end of this session uh we had our AI search uh product success team come in and really speak to that um so take a look at those uh and keep an eye on the community for more content on that and where to find that so AI search does have its own kind of analytics um section and area where you can uh track things so again if you want more information on that go to the AI Academy but one of my goals is to within one of our knowledge management um sessions is to take the AI search analytics and kind of flip it and say how do we look at this from a Knowledge Management lens so we will definitely cover that uh in a future session let's see um would you recommend installing the Knowledge Management Advanced KCs plugin as part of planning um the article templates it comes with is critical when building a KB these are very uh these features are very important parts of planning for km so KCs um so with KCs you do have to be really committed to using it as a methodology um it is kind of when we've laid out our guided setup and our implementation we didn't put it at the very beginning what we see is that a lot of of companies need to get familiar with the foundations of Knowledge Management first and then they can focus on rolling in a KCs program but maybe if you're already using one um with a different Knowledge Management product and you're moving into service now it could be something that you start out with um so I would really uh before just starting with KCF if you've never used it before get really familiar with the Consortium for service Innovations website get really familiar with their resources uh before you decide to do it I wouldn't just turn it on and go for it without having that information upfront about that program because it is kind of uh more of a I would say not so much mature but it is a different process and a different way of doing things um that will just take a little bit more upfront planning but if you have the time and you want to do it in your upfront planning um and that's something that you want to accomplish just you know Pat in the time for that and know that you're going to have to do the research uh and and do get those res sources and get that set up before you just turn it on in service now let see one of the questions that we had you mentioned there was a ground shaking change last year that was early on in the academy that was generative AI um I remember when I started out in January I was just kind of going along mapping out my year uh and then around uh March everything seemed to change right um the chat GPT functionalities were really released to the public uh and as a company we really uh looked at generative Ai and we wanted to make sure we went to Market with it very quickly um so a lot of our efforts were focused on generative AI work um so you're going to see a lot of um Knowledge Management generative AI road map come out this year as a lot of the things um a lot of the time that we spent last year was doing uh generative AI work and getting that ready and getting that built in so that was kind of the change that I was talking about uh in January we're kind of just going along business as usual and then shortly after that everything kind of changed with um our priorities and our products here um I'll answer some more questions in just a little bit let's go ahead and get through this section and I'll kind of circle back around um throughout the session um so I do want to speak to analyzing your current state uh and where you're at whether you are um outside of service now with your knowledge management or you're revisiting it um the first one being to inventory your current repositories and kind of their usage uh in ownership uh I can't stress this enough we all have repositories of knowledge kind of pocketed away in different areas whether it's another Knowledge Management tool whether it's SharePoint whether it's one drive um it's really important to kind of know where your company's knowledge is at and document it um and then also if you are deciding to migrate a repository over uh cleaning that repository prior to migration and retiring what you need to this just gives your authors the ability to use the tools that they know get everything cleaned up and then you can migrate that repository over um but your your inventory is also going to be really helpful in your road map as well and I'll get to that in just a little bit but just kind of taking the time up front to make a knowledge article of where your repositories are at what you kind of plan on migrating for your implementation and then having something to add to as you find new repositories because eventually you will as you go through different departments on boarding to service now um they're going to have their knowledge scattered in places and just having somewhere to document all that is going to be really helpful uh capturing your current knowledge gaps um so any kind of gaps that you might have U whether you're trying to resolve incidents or cases or different processes um go ahead and document those and kind of prioritize those you might want to cover some of those gaps and create knowledge articles for them during your implementation you might just want to prioritize them uh and get around to them after implementation so just kind of making sure um you have a a baseline understanding of where your knowledge gaps are at that way you can prioritize them going forward um now's a really good time too to get qualitative feedback from your users um on your current knowledge processes and how they're accessing knowledge so um you know doing those surveys kind of conducting workshops or speaking to employees and seeing what they'd like to see and what their pain points are you can make sure you're hitting those pain points during implementation or put them on your road map for afterwards if you can't uh and then circling back around after go live maybe doing another Workshop or survey and making sure that um you've hit those pain points and that you you know your employees perception of your go live and your program has met their needs uh and they have a positive perception uh of Knowledge Management after you migrate it and implement it and service now uh and then finally understanding how you're sharing knowledge across your company um this is an important one to know it kind of goes hand inand with your repositories but you want to kind of identify early any kind of uh silos that you might have uh and any kind of knowledge hoarding activities that might be going on that way you can ensure um you know when you're implementing and when you're training that you can reduce those silos uh and that everyone kind of knows how to share knowledge and how to access it uh and we're kind of breaking down um those different silos or just kind of not knowing how to access that knowledge across the company so building a road map uh again as I mentioned earlier your road mapap is really going to serve as your path forward um you know during your implementation uh and then also after implementation so we do recommend you know getting one of these set up uh and documented um you know somewhere early on in your planning phase or you know as you're starting implementation go ahead and and map that that all out as close as you can uh and you're going to prioritize different things on your road map um based upon the business value and Alignment to your objectives are going to be your your key drivers there um also foundational value so what I mean by that is you're going to have different departments and stakeholder teams asking you to customize things in Knowledge Management as we do with all things in service now um you're going to need to weigh that against um is this going to be scalable and is this um foundational to Knowledge Management and being used by different stakeholder teams and then also technical complexity of those items um so with your business objectives again make sure that you have time to map those out on there um and that really your road map is aligning to those objectives um so you're going to have current ones uh and then you're going to have new ones as you mature so you're going to have business objectives for your foundations that you want to hit and then as you mature and get into Ai and ML and different capabilities like that you're going to have new objectives for those just make sure you are mapping that out on your road map um also any kind of new processes or applications uh and even repositories that you want to on board so that's where your repository inventory comes in hand you can take a look at it see what's been migrated what hasn't and go ahead and put these on your road map and prioritize them and align them to different kind of uh objectives and initiatives that your company has has uh any kind of improvements um based on feedback so user experience uh and process improvements uh feedback from those surveys feedback that you get from just your normal U processes so if users are leaving feedback on articles leaving comments and ratings uh go ahead and uh you'll you know as part of your processes you will be monitoring those uh you may be using feedback tasks so you will be handling those daily um but you want to map out any kind of trends that you're getting uh and put those on your road map as well especially if they're just not a breake fix kind of thing if they're uh maybe something like enhancing search fine-tuning AI search or moving from Zing search to AI search would be a bigger one that's really not break fix or maybe something uh within a portal or mobile itself uh just making sure that you have time for those kind of improvements uh and then of course make sure you're leaving time for any kind of upgrades uh and new capabilities so you know as we UPG upgrade and and put out new releases you're going to see upgrades to Knowledge Management capabilities uh and then you you know as you get more mature you're going to want to onboard new capabilities so um one may be uh knowledge demand insights that's a more mature capability that we have that uses predictive intelligence um you know it's not something that a lot of customers go forward with right away uh it's something that you will kind of on board as you get more mature uh with your process so leaving room for um those capabilities that you want to start onboarding and taking on in your road map um so knowing where to find your resources um I will probably Hammer this home in every Academy that we have um so we do have a Knowledge Management product Hub out there where you're going to find FAQ you're going to find this Academy so hopefully you're already familiar with it uh release updates and things that kind of my team puts out so it is more service now um driven uh our knowledge manager discussion is going to be more informal so this is going to be the place uh where you kind of ask how are other companies doing this what are other knowledge managers doing um I want to kind of set up an XYZ recognition program for Knowledge Management what have y'all done what kind of successes have you seen um questions like that uh is really going to be driven in that discussion uh I see a lot of KCs kind of um discussions driven in that so that's a good area for that as well um our now learning courses we have two uh we have a foundation and implementation course they're pretty thorough um they are six hours long but they are in demand so you can take them and kind of chop them up and do what you will um but a lot of things are covered in here a lot of the things in the product docs are covered in here and we have videos and photos uh and and it walks you through um maybe a lot more userfriendly way uh than the product docs would so book Mark those just you know if I would suggest if you are implementing definitely use those get familiar and do it before your implementation but also you can use them as a reference just keep them in mind um if you're looking at the product docs looking at settings of something also check that now learning um check it as well see if we have a section on there it's really helpful um and then also our knowledge management guided setup so this is built into the product uh we walk you through kind of a basic implementation of Knowledge Management all the way up to that knowledge demand insights more advanced capability so step by step um we'll send you to the tables where you need to go to configure things uh you can assign tasks if you have a team working on this and you can track the progress of your implementation so definitely use that in conjunction with the now learning courses um if you're looking for materials more on likee processes so Vio diagrams and and things like that uh the customer success Center has that we have materials for Knowledge Management on there um we have materials for like implementation insights um for Knowledge Management on there so definitely plug Knowledge Management as a keyword search into customer success Center and explore what you'll find there uh and then also if you want Hands-On support and help uh I get a lot of uh emails and ask about advisory sessions really getting deep into a customer specific implementation in their program uh as an outbound product manager I'm really here to kind of speak to all customers and deliver content at scale so advisory isn't something really that I do or I'll do on these sessions but that's really what our service now impact teams are geared towards so we have different tiers or different packages that you can get with impact where you'll get an impact Squad you'll get a customer um success manager and they're really going to be the ones that kind of set up those advisory sessions they're going to set up kind of different benchmarks for you to hit um so I would definitely check that out if you're not familiar with it they have their own Academy where they kind of walk through the IMPACT program and what you can expect from that uh and then finally if you are you know rolling out Knowledge Management and you are rolling it out to a lot of users and you need help with your specific training for your organization uh or maybe you want to have different um guided tours and things like that built to help you we have a custom Training and Adoption Services team that can build um that custom Knowledge Management training for you tailored to your organization um they build guided tours so definitely another great resource um for you to have all right just a a few more slides on our kind of keys for Success section um so I do want to speak to this one um this is going to be a high level overview we will definitely get deeper in other Academy sessions on governance and processes and roles uh so don't think this is the only thing that you're going to get the entire year on this I will definitely uh be speaking to this a lot but um before your implementation you really do want to finalize or or close to beginning your implementation finalize your governance processes uh and your expectations uh your governance processes are really going to ensure that your organization knows the expectations of your Knowledge Management program um who's accountable for those and the support that you have for your program from leadership support teams and training teams so without governance you could have the shiniest portal the best virtual agent the uh you know most beautifully architected knowledge base in the world but if your knowledge articles aren't up to dat uh if they don't have good content then it's not going to be used by your users so um governance is is key to ensuring that your Knowledge Management um you know efforts in your knowledge articles are actually being used um part of your governance process um are defining roles and responsibilities um so we have different roles in service now that you can give out we'll Deep dive into these but that's really going to be the ownership the organization and the maintenance um of the knowledge base I would suggest documenting these upfront in your knowledge base not so much relying on our product docs um because you're going to send these out to individuals as you tap people to be knowledge managers as you tap people to be knowledge coaches you can send them a knowledge article and let them know what's expected of them um also when you're on boarding uh new departments uh you know let's say you're onboarding HR and they want to put their knowledge in an HR knowledge base you can uh say hey we need to know who your knowledge managers are and so on here's an article of the roles and responsibilities that this person would need to do that way they know upfront um who to find for that um so we'll get deeper into that in a future session uh and then also your knowledge processes themselves so the processes for structuring creating using reusing and improving knowledge uh again we'll get deeper into this um I do have a best practice session already posted on the product Hub where we kind of go through each of the processes and pull out some best practices um but for future sessions when you see the process enroll Deep dive we're going to kind of talk about each of them cover the roles that map to them and then also we'll cover the best practices too so um a little bit of repetition but not really I kind of want to lay out the foundations for those so no worries not gleaning over it here um just keep a look out in future cies uh and then last the technology so these first three are really going to drive your technology um they're going to drive which product you use hopefully ours uh they're going to drive the architecture of your knowledge bases the different capabilities you choose to roll out uh and then the different interfaces that you use um for your users to consume knowledge um and then let's go ahead and get into kind of the final part of our keys uh which is measuring communicating and celebrating success um so again rolling back to those objectives and kpis and metrics that we set up uh in the past um this is where they're really going to be helpful where we communicate to leadership and get that buy in not only for the implementation but we uh know how the implementation went we set that Baseline and then we can communicate um how it's doing to leadership um and then also ask for more resourcing uh maybe some more money in the future for different capabilities depending on when you want you want to do um but having these tracked and keeping your milestones and your measurements of them uh and just keeping an eye on them um also you know making sure that you view your contributors uh and your users as invaluable volunteers of knowledge uh and you're communicating to them um how the programs doing you're communicating to them the success uh you know if you're achieving your goals maybe you have one that's an area of opportunity uh and you need to work on it and you need to get um buy in from teams maybe you need to roll out an initiative to agents letting them know uh why you are doing that and how invaluable that they are for that success um remember to always evangelize your Knowledge Management program um you know it's it's easy to do a lot of evangelization when we're implementing and right after go live but remember you're always going to have new employees you're always going to have departments that you're onboarding so keeping that evangelization fresh and top of mind uh and making sure that your your new folks uh and your transfers in your new departments um are aware of your program and what you're aiming to achieve um and last but not least on this one really ensuring that your employees are being recognized for their efforts um whether they're creating articles or reviewing articles or even leaving feedback on articles um as consumers of those articles it's really important to remember that our employees uh volunteer their time and their information and their caring uh and that their efforts don't go on notice so uh we have a top author program here at service now where we recognize um those efforts uh you may have recogition um programs out there already just making sure that Knowledge Management is a part of those current programs that are out there all right um so I do we have a little bit of time for questions and then some wrap-up slides so I did see we had some Q&A come in um if I can't answer it here live um I will definitely Circle back around to it in the post post for this um but let me just take a look and see kind of what's come in um and what we can hit on this session um so someone's employ uh implementing employee Center um where can I find out more about the differences with Knowledge Management metrics between portal and ECS um I'll probably take that offline and answer it a little bit more because a lot of the metrics are going to be the same um really the main differences that you're going to see with employees Center are how the UniFi taxonomy set up um in using something like a service portal or Knowledge Management Service portal we rely on categories but as far as your usage uh and your views and your feedback um that really should be the same those metric should be flowing down so I'm wondering if this question is kind of getting more into tracking our user journey and tracking our searches um within employee Center itself where we kind of get more into the user experience uh Analytics site of thing um feel free to put a comment here uh and I can trck it down in in the the comments on this on the event uh and this is probably something we'll get into in our analytics sessions as we go forward uh what's the best practice for Global Knowledge articles for both internal and external employees in the HR function should we combine some one knowledge base or separate to two knowledge bases internal versus external uh I Do cover this in that part two series or two-part series on the community really the best practice is to focus on findability um and a lot of this is going to be driven by what you're using so um if you're using something like employee Center um your taxonomy is going to take care of a lot of how folks find articles um for permissions themselves you have user criteria at the knowledge based level so you can decide at the knowledge based level who can read and contribute article so you have that control uh and then you have it at the knowledge article level as well um so keeping those kind of things in mind of how you're organizing your articles and structuring them if you're using unified taxonomy or not uh and then the user criteria um so and it really depends on the article too so let's say that you have an HR article and most of it pertains to an external user but you have some information for an internal user that you want to show it's easy to kind of want to create two separate articles for that and put them in two separate knowledge bases but we do have knowledge blocks as well that you can use in your knowledge article so you could create a knowledge article that both external and internal can see and then you can create a knowledge block and use user criteria on the knowledge block and restrict that content to a specific group of internal users so I would stress on this really take a look into knowledge blocks if you haven't already um and when you're thinking about kind of separating into knowledge bases and separating into different um personas and who should be able to see things see if knowledge blocks will accomplish that for you before you split those articles out and split those knowledge bases out again something we'll cover more in future acmy too knowledge blocks is uh definitely a big question I get asked a lot um it's just a really powerful tool to make sure that you're not um duplicating your efforts in creating uh knowledge articles um does knowledge uh does service now have a predictive intelligence tools similar to demand insights for identifying knowledge gaps um specifically to assess the accuracy of article linking with incident so uh knowledge demand insights uh it is meant to to capture those knowledge gaps what it's going to do is take a look at all the incidents cases or HR cases whatever you're using it for that don't have a knowledge article assigned it's going to Cluster those uh and and get the ones that are similar and that way you can take that cluster and create a knowledge article based upon those incidents the accuracy of article linking um that is something that we're looking at for the road map um so if you do have an article that is linked but maybe isn't the right one um it's not going to capture that currently um but that is an ass that we've have and something that we are looking into um especially when we kind of go forward uh with our generative AI efforts so Safe Harbor um knowledge man insights is something that we are looking at for generative Ai and how we can strengthen that because there's a lot of opportunity there uh is it possible to create in service now a kind of a short video instruction platform like Tik Tok um that is a good um good use case good question um right now I can tell you you can embed video videos into knowledge articles um but any kind of video instruction platform uh I don't believe we have right now uh I know that employee Center has a lot of different content capabilities uh and uh Rich content and things like that so you might find something similar employee Center uh but nothing really specific to Knowledge Management uh as a product right now all right um will there be future sessions on how to set up the Knowledge Management um as well as best practices for building it out uh I would say for setting it up itself the really the best resource is going to be uh those courses and using guided setup I'm going to Target a few things um but really not going to Target kind of doing an end to-end setup on one just because uh everyone's kind of set up and their needs are so different um those now learning courses are really going to be uh the best place to to kind of find that out and walk that through step by step um if there are are certain things you'd like to see that we can kind of Target and pull out for maybe the short 15 minute um sessions um please let me know we're going to have a survey after the session um put it on there uh and I can use it as a candidate um for those knowledge short sessions and make sure we have some content out there on that all right I'll cover a few more of these there are some I'm not going to be able to get to I have a few more slides to wrap up but um let's go with the uh where can I find more information about UniFi taxonomy uh check out the employee Center products Hub they have everything you need to know on there they have their own Academy I know we did a session on Knowledge Management and employees Center um that's not too long ago um with the previous um product management team so that's a good one to check out um if you want to know more about that and check out their Academy um so if I didn't get to your question today I apologize I want to make sure we have time for these wrap up slides um but please come back to this event that's posted on the community hub and I will find the answers to these and type them out for you and have them for you shortly all right um so to wrap up on this session so hopefully if you are here you registered um for live on service now just know that you're registered for all of our future Knowledge Management Academy sessions so don't worry about having to register for each one if you're watching this on YouTube uh you will see that live on service now link below when you register go ahead and um just take a look at what you want to register for as far as the differenty pick this one and then you'll also be registered for future sessions as well um be sure to bookmark that product Hub and uh discussion in the Knowledge Management community and kind of refer back to it on your journey um check out the AI Academy for any kind of generative AI specific topics so now assist in Knowledge Management we're going to be coming out with soon uh I'm going to be on the AI Academy talking about that uh if you want to know know more about you know knowledge or now assist in Virtual agent and now assist for search and how they work with Knowledge Management that's going to be covered in that Academy we're going to try to keep all of our um AI generative AI now assist topics all in one place so they're not scattered across differenty uh and then also just remember that this recording the PDF of this deck and Q&A will be on the community uh in just a few days once I get everything kind of edited and cleaned up uh I do thank you guys for joining today our next session we will have on Tuesday February 13th at 12:00 p.m. Eastern we're going to be talking about what's new in Washington DC for Knowledge Management so this is going to be a a really good one it's going to be informative there are some changes coming up that I want everyone to be aware of so there are no surprises on that uh as well as some other great capabilities that we've come out with as well so um keep that date in mind and then also if you're looking for other account cies we have tons out there for you our platform Academy um which covers upgrades uh clones really kind of foundational things to administering the platform workf Academy that is a new one um put out by my counterpart Lisa hollenstein um she will be talking about workflow specific topics such as flow designer um process automation designer decision tables so if you're looking at doing more work post specific things check that Academy out our analytics Academy has been out for a while um that is a really great one they have a lot of great content so if you want to get deeper into analytics mobile academy uh next experience academy uh so that one if you're looking into moving to workspaces you're looking at UI Builder you're looking at components um or maybe even uh you're getting next experience uh with Vancouver and you're upgrading that's going to be the academy for that of course the AI Academy that I just spoke of and then conversational interface Academy so uh if you're looking at agent chats um sidebar which replace connect chat in Tokyo uh and some other kind of uh conversational tools that we have out there um virtual agent which I think that one might be moving to the AI Academy but take a look at that Academy um for those kind of products uh and with that I thank you guys for joining me today and all the great um things that you put in chat and interacting thanks for joining me on my first session and I look forward to Future sessions with you thank you so much and have a great rest of your day [Music] bye