We're spinning up a new Academy series in 2024 for Knowledge Management! Our series will cover getting started, processes, roles, current features, what's new, and how to use platform capabilities such as analytics from a Knowledge Management lens. We'll also cover live Q&A during the session and post both the Q&A and recording of the session for those who cannot attend live.

Registration

Click here to register, and look for the Knowledge Management Academy. You can also sign up for other Platform Academies here as well. You only need to register once for each academy to receive invites to all of the sessions.

Academy Live & Academy Shorts

Join us for a series of live sessions focused on Knowledge Management topics such as getting started, processes and roles, best practices, analytics, release updates, and more!

The academy occurs every second Tuesday of the month at 9 am PST/12 pm EST. We'll have product experts on hand to provide demonstrations, explain concepts, provide guidance, and answer questions. You'll find our previous recordings and our Academy Shorts sessions on this dedicated Knowledge Management playlist on YouTube. If you're looking for a recap including PDFs and Q&A, see the links below.

Academy shorts are short deep-dive videos on specific ServiceNow Knowledge Management topics.

In this session, we covered the current features of Now Assist in Knowledge Management, which was released on May 9th, 2024. There's a quick overview of what the product can do currently, guidance on governance and implementation, as well as a live demo of configuring knowledge generation and drafting an article from an incident.

In this session, we'll cover the roles found in our knowledge management application and the processes those roles map to. We'll cover a little bit of KCS and KCS roles and what the confidence and governance fields mean. If you're looking to get a better understanding of each of the out-of-the-box roles we have, when you should use them, and what features they map to this is a good session to attend or watch the recording.

In this session, we'll cover what's new in the Washington DC release for Knowledge Management such as Accessibility enhancements, and the Knowledge Management V3 homepage deprecation and replacement with the Knowledge Management Service Portal. If you have Next Experience UI users who access Knowledge Articles via the All menu then this is a must-see session so you can prepare for your Washington DC upgrade.

In our first session, we're going all the way back to the beginning of your knowledge management journey. We're going to explore the importance and benefits of knowledge management, key factors in building your knowledge management strategy, example business objectives and KPIs, and implementation tips.

Learn more about the differences between the Knowledge Management V3 home page and the Knowledge Management Service Portal, and the benefits you can begin taking advantage of in Next Experience with the Knowledge Management Service Portal.

Overview of best practices relating to structuring knowledge bases, authoring articles, searching, and continual improvement dashboards we have for Knowledge Management.

Overview of best practices relating to structuring knowledge bases, authoring articles, searching, and continual improvement dashboards we have for Knowledge Management.