Knowledge Managers

Dear Knowledge Community Members, Sign up for our upcoming research opportunity and share your feedback on Mutli-language support in the Knowledge Management Workflows. Respond to this brief 7-10-minu...

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Ashley Snyder ServiceNow Employee

Recording Link: Knowledge Management User Group (KMUG) AI Search and Knowledge Management Best Practices The presentation has been attached to this blog post as a PDF. The Q&A have been transcribed in...

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Ashley Snyder ServiceNow Employee

Using Performance Analytics, you can create a KCS Program Metrics dashboard. Providing monthly information from the knowledge bases useful to knowledge creators and their managers, it shows data relat...

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jaimehonaker ServiceNow Employee

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Ashley Snyder ServiceNow Employee

Dear Knowledge Manager Discussion Members, Sign up for our upcoming research opportunity and share your feedback on ServiceNow Knowledge Management Authoring Experience. Help elevate the quality of kn...

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Ashley Snyder ServiceNow Employee

Thank you everyone, our 20 slots filled up within a day. I appreciate this community's willingness to share and engage in research. I'm leaving this post up to reduce confusion if you saw it and were ...

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Ashley Snyder ServiceNow Employee

Hello everyone! I've posted the first Knowledge Management Academy session on the product hub. Unfortunately, I can't cross-post events between our product hub and discussions at the moment to display...

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Ashley Snyder ServiceNow Employee

I work as a knowledge manager in a customer service organisation and we are today applying knowledge in the traditional way - from a few to many and we are thinking of how to be able to use and consum...

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Cristina Silva Tera Contributor

Hello everyone! I want to plug some Consortium for Service Innovation resources and events that are occurring on the topic of Knowledge Management and Generative AI. These resources are not specific t...

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Ashley Snyder ServiceNow Employee

Hello everyone! I wanted to cross-post this as I know many of us are interested in reporting capabilities for Knowledge Management. As we transition from responsive dashboards and using reports, I wan...

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Ashley Snyder ServiceNow Employee

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Ashley Snyder ServiceNow Employee

We're having a couple of KMUG workshops on Knowledge Management - Gen-AI designs. If you are interested please use this Calendly link to sign up with our team: https://calendly.com/sneha-kanne/knowled...

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Ashley Snyder ServiceNow Employee

My approach leverages the power of the CSDM model for ownership and accountability. Allowing you to scale to any team, dept, line of business into Enterprise Knowledge Management. while minimizing kno...

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Juan Osorio Tera Contributor

Hi there friends, I wanted to let you all know that today is my last day at ServiceNow. (Literally on my way to drop off my laptop). I’ve loved being a part of the KMUG with all of you and miss doing ...

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jaimehonaker ServiceNow Employee

ServiceNow Knowledge Management Article Authoring Experience - Usability Evaluation Are authoring articles, managing or curating content for your company’s Knowledge Bases part of your job responsibil...

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Jessica Shaw ServiceNow Employee

KMUG Q2 2023: June 29th, 2023 at 12 pm EST/9 am PST Knowledge Managers User Group are quarterly sessions open to anyone interested in Knowledge Management topics. KMUG events are posted on the Knowled...

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Ashley Snyder ServiceNow Employee

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Juan Osorio Tera Contributor

Hey there all, I wanted to share some news. My responsibilities have recently changed and unfortunately, that means I have to step away from running this group. It's a bummer for me, as I've loved get...

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jaimehonaker ServiceNow Employee

Hey all, Recording has been removed, the Zoom link has expired per our retention policy and we cannot share files externally. Here are the KB links Robin had in her presentation: https://support.servi...

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jaimehonaker ServiceNow Employee

What we heard You told us you wanted to: Quickly find the most severe issues or the most viewed articles to focus onShare known error information to coworkers in different methodsSave time communicati...

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marjoriereynold ServiceNow Employee

Hey all, I know it's been "a minute" since we have had a live KMUG session - the last week of June to be exact. Due to some personal stuff, I was offline a bit for part of July. We've reorganized our ...

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jaimehonaker ServiceNow Employee

When you experience an error in ServiceNow, it helps to know you’re not alone. That’s where the Known Error Portal comes in. It’s a handy repository of known errors in the ServiceNow product that have...

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jaimehonaker ServiceNow Employee

Hey all! I've got a couple KM SMEs lined up - think, the people who are working the KM cases that come in - who are going to come talk to our group (date TBD) and try and help you solve your out of bo...

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jaimehonaker ServiceNow Employee

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I know some of you have questions about Zing vs AI Search. I've been combing through YouTubes in some of our channels and came across this: Employee Center Academy: Search Configurations (Zing + AI Se...

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jaimehonaker ServiceNow Employee

If you missed our Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! If you missed the session and would like the recording,...

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jaimehonaker ServiceNow Employee

Hey all, Guess what? I found the right person/group for the conversation on Information Architecture, and they are going to present at a bonus future session! They've offered to speak to how we’ve des...

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jaimehonaker ServiceNow Employee

Hey all! I've been working on a series of km blogposts and the first one is posted here: Now on Now: 7 tips for knowledge managers to increase self-service (new blog). We have a bunch more planned and...

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jaimehonaker ServiceNow Employee

Quick update on next KMUG sessions - originally scheduled for June 14/16. We have a company wide internal meeting that rolls through our global teams in the month of June and making it challenging to ...

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jaimehonaker ServiceNow Employee

Hey all, during last week's KMUG the question came up around how we discontinued our Wiki site, as a place for content to be stored. Our Wiki was where our Product Documentation was stored at the time...

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

We want your stories and best practices with knowledge management! Totally inspired by a recent post, our first Knowledge Cafe, and everything you all shared, what are things you do that have helped y...

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

While we normally get to meet about 6 times a year in our Knowledge Manager User Groups, I've heard the request that you all would like to meet more often. And we love that! I brought up "Knowledge Ca...

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jaimehonaker ServiceNow Employee

UPDATE UPDATE: If you requested a past recording, you should have received that this morning. (If you didn't get what you are looking for - or need something else, please comment here or email me jaim...

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jaimehonaker ServiceNow Employee

Happy Friday! Raghu came across this post yesterday and thought you all might be interested! Dynamic rendering on Service Portal pages for Search Engine Optimization

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

To celebrate our 1-year KMUG-aversary (Knowledge Manager User Group) with our September sessions, we are introducing a couple new features, and we'd love your input! You asked - and we are now making ...

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jaimehonaker ServiceNow Employee

If you missed our Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! (If you missed the session and would like the recording...

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jaimehonaker ServiceNow Employee

Happy Friday everyone! We are close to celebrating our 1 year Knowledge Manager User Group anniversary, and we would love to get your feedback on how the sessions are going. I've created an anonymous ...

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jaimehonaker ServiceNow Employee

If you're new to our Knowledge Manager User Group, you are in the right place! Past slide decksSeptember 2020November 2020January 2021March 2021May 2021July 2021September 2021November 2021February 202...

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jaimehonaker ServiceNow Employee

***UPDATE 6/25: The session on the PAR dashboard has been delayed a few months, while our data analyst is out on Paternity leave with his newborn. We want to give you the best amount of information, s...

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jaimehonaker ServiceNow Employee

We have a new KB about the questions you submitted for the Performance Analytics Dashboard - you can find it here! If you missed today's Performance Analytics Dashboard session, and would like to list...

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

Hey there everyone! If you want to view the recap of the slides from the sessions on 5/18 & 5/20, we'll be posting them on 5/25. Also, for the newer folks coming into our User Group, we will be postin...

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jaimehonaker ServiceNow Employee

It is with great sadness that Raghu and I have to share this news. Our Director, Lynda King, experienced a medical emergency while on a flight Monday afternoon, and passed away. We wanted to let you a...

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jaimehonaker ServiceNow Employee

If you missed our Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! Be sure to subscribe to the Knowledge Managers on Servi...

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jaimehonaker ServiceNow Employee

If you are a regular reader of this community, you may have seen previous posts about text editor features, like code blocks and lists. Today's topic is the Table of contents (TOC). This feature is re...

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Lucas Vieites ServiceNow Employee

If you’ve visited the Now Support Knowledge Portal recently, you might notice that it’s been given a slight makeover. In addition to a refreshed look and feel, the updated knowledge portal features im...

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Raghu Bellamkon ServiceNow Employee

Are you interested in being a presenter for an upcoming Knowledge Manager User Group session? Have a case study, process you use, discussion you'd like to lead, or something you’d like to share with o...

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

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jaimehonaker ServiceNow Employee

The Knowledge Base provides a full‐featured WYSIWYG (What You See Is What You Get) HTML editor, including an HTML code editor. An HTML field allows users to define how field content is rendered. Use t...

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jaimehonaker ServiceNow Employee

Coaches can use this information to help establish good behaviors and habits with Knowledge Workers just coming into KCS. Promoting KCS Tips for Coaches Encourage your team by praising good articles i...

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jaimehonaker ServiceNow Employee

This article provides some authoring guidelines for writing articles for the Known Error and Support and Troubleshooting knowledge bases. General Writing Guidelines Titles: Phrase the title using term...

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jaimehonaker ServiceNow Employee

This blogpost describes the templates we have found useful for our internal Support teams to create KB articles, normally created from the cases they are working. This is an internal KB article, but w...

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jaimehonaker ServiceNow Employee

The Article Quality Index (AQI) is a key part of the Knowledge-Centered Service (KCS) initiative in Technical Support. The AQI is a set of ten criteria we developed ourselves and want all authors of k...

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jaimehonaker ServiceNow Employee

Your role as a KCS coach As a KCS coach for your Tech Support SME team, you will have received the corresponding training and now you are expected to have a deep understanding of the KCS practices and...

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jaimehonaker ServiceNow Employee

If you missed our first Knowledge Manager User Group live session or simply would like to review the slides, look no further! You can find them below! Be sure to subscribe to the Knowledge Managers on...

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jaimehonaker ServiceNow Employee

Are you tasked with improving business results by institutionalizing a knowledge sharing culture? Are you looking for best practices when it comes to defining Knowledge Management KPIs for your compan...

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jaimehonaker ServiceNow Employee

The Knowledge Bytes blog post series is a collection of short articles that explain simple ways to improve your knowledge base articles. The ServiceNow Knowledge Team has used articles like these to p...

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Lucas Vieites ServiceNow Employee

You’ve made it through your 7th post in the Coaching Habit series. But before you go patting yourself on the back, we have one last question to work through. Before we get to that last question, one i...

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jaimehonaker ServiceNow Employee

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It was only a few short weeks ago that we started down this journey to help build better habits. While I heard that some of you easily used these two habit posts to work up to your habit of going to t...

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jaimehonaker ServiceNow Employee

Once you have asked the question, pause and listen, really listen to the answer. The Strategic Question: If you’re saying yes to this, what are you saying no to? During a conversation or meeting, we s...

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jaimehonaker ServiceNow Employee

One of the best things you can do for another person is give them space and silence. Like uncomfortable silence. You give the other person time to gather their thoughts. Just when you think you can’t ...

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jaimehonaker ServiceNow Employee

The first three questions we have covered create a solid base for a coaching conversation. Let’s take a quick recap at the first three questions we have covered, in the form of this example: What’s on...

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jaimehonaker ServiceNow Employee

Finding the real problem is what you want to do, right? By following up with “What’s the real challenge here for you?,” it narrows down the focus to the actual issue. The focus question What’s the rea...

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jaimehonaker ServiceNow Employee

Cut to it and ask the question. Instead of doing a long explanation, or introducing it, or launching into an unnecessary story about the question you are about to ask, just ask the question. The Awe q...

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jaimehonaker ServiceNow Employee

So you have knowledge workers, who are trying to build habits, but what about building your own coaching habit? In this 7 part series, we will cover questions that will help you be an effective coach....

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jaimehonaker ServiceNow Employee

So you’ve got the habit and you are all in. What next? Well, I am glad you asked! To reduce any sense of overwhelm, try these three steps: Break it down Breaking down each process into the smallest st...

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jaimehonaker ServiceNow Employee

We all want to have good habits, right? Whether it’s something like working on a healthier lifestyle or adding in a new task at work, behavior and habits are tough things to change. What does it take ...

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jaimehonaker ServiceNow Employee

Note: [October 2021] This article has been updated to use the new AI Search engine. When you are searching for knowledge base articles in your ServiceNow instance, you probably already know that there...

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Lucas Vieites ServiceNow Employee

The List feature is often overlooked when writing in the text editor, however, lists are present in almost all of the Knowledge Base articles we write. We use them to indicate a number of requirements...

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Lucas Vieites ServiceNow Employee

Meta information is very important for searchability (and findability) of your KB article. The title, category, and type of article are all metadata that we use to serve articles as search results. Ad...

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Lucas Vieites ServiceNow Employee

When adding a link to another Knowledge site, use the title of the target article as the text of the link to improve clarity This is how it looks when you use the target URL as the link text: And this...

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Lucas Vieites ServiceNow Employee

Are you including a code block in your KB article? Why not use the Preformatted paragraph style? It will increase readability. This is how an article might look without formatting: And this is how it ...

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Lucas Vieites ServiceNow Employee