[Music] all right awesome we're going to go ahead and get started thank you for joining everyone I know we have some some chat going on I asked a question in the chat U while we're waiting to get started what release everyone was on it looks like the majority of everyone in the session is on Vancouver so we're pretty up to date and getting ready and then I've just heard that you guys can't hear me let me try um a different microphone here okay can you hear me now okay so I I do see some folks can hear me if you can't hear me that might be your Zoom session feel free to log out and log back in um but it looks like majority folks can hear me so let's go ahead and get started so thank you for joining the Knowledge Management Academy this is a new Academy series that we just launched in January mainly focusing on know Knowledge Management topics I think this is a really great Academy because there's so many different things that Knowledge Management ties into with the service now platform it's a really foundational prodject and we want to make sure that you know when we're talking about things like analytics and we're talking about other areas of the platform we have a space to kind of view that from the Knowledge Management lens and we have a space to really talk about what's coming out for Knowledge Management so I'm really excited for this Academy series throughout the year to touch on different topics so for this one we are going to be talking about the Washington DC release so a lot of our platformy and our developer program you've noticed that this week and next week we're going to have a lot of Washington DC content so if you want to know what's going on in Washington DC these are the weeks for you we tried to really kind of coordinate and make sure that we had all of our release update material kind of sync with one another that way we can kind of give it to you all at once let me go ahead and just do some housekeeping before we jump into the content so here's our Safe Harbor notice again maybe speaking to some forward-looking topics maybe answering some questions where I speak to some road map items that we are looking at but may not have committed to yet so please don't make any purchasing decisions based upon this session today but I will say anything for Washington DC you know early availability is already out the docks are already out so anything Washington DC related is pretty firm and pretty set in stone so you're safe on that and let's go ahead and just do a few housekeeping notes here so for question and answers we do have that Q&A button on Zoom so Zoom sends me a nice transcript afterwards what I do is actually take that type out all the answers and the questions and put them into the comment of the event for this Academy that way you can go back and reference them later even if I answered them live and it helps if you're searching on the community as well so please use that for any kind of questions to me that you want answered if I can't answer them live or here on the session if we run out of time that will also be the place where I'll kind of take those questions back and provide the answers to you for chat feel free to you chat with others leave some commentary if you'd like that's what that chat is for and then also just a reminder that this session is being recorded it'll be cleaned up a little bit and posted on YouTube and on the community shortly after the session and that's a good reminder for me I have some links to drop in the chat for y'all and I will go ahead and do that now and kind of drop them throughout this session so I will be speaking to some links here for the product docs and now learning courses and our community page so all those links have been dropped into the chat for you and I'll do that throughout the session too because I know we have people kind of leaving and joining so so today's goal for today's Academy what I really want to cover are really what we're coming out with in Washington DC as it pertains to Knowledge Management a lot of it is going to be on on the Knowledge Management Service portal uh which isn't a new product but we are doing kind of a redirect and a deprecation of the knowledge V3 homepage which I'll get into more in just a little bit the other topic I want to cover are some other enhancements that we've made mainly focusing around accessibility and mobile so we'll have a little bit of slide deck we're actually going to have more demo this session and less slide deck and I will provide the deck after the session as well so everything will be packaged on the community within the event for the academy session so you'll find the deck the recording and the Q&A there as well so I did want to cover what what did we really focus on this release Knowledge Management wise so accessibility enhancements were one you may have noticed or you may have kind of seen throughout um Vancouver and Washington and even in Utah and going forward that we've been making a lot of pushes for accessibility that has been main one of our main focuses not only for Knowledge Management but across the platform form as we you know start to release our workspaces and start to use the next experience UI framework more and move off the classic environment we want to make sure that we're hitting all those accessibility requirements like we did with classic and even put some new ones in there as we're getting more requests and enhancements for our customers so accessibility has been a big one across all teams we also did kind of get up to the grade on mobile we've had dark theme on mobile for other products we just had to kind of finish wrapping up the Knowledge Management portion of that so we did that do that for Washington and I'll cover that in just a little bit the big one that we're really going to spend a lot of focus on for this session is that knowledge V3 homepage deprecation I really kind of want to make sure that everyone has a clear understanding of what that was what we're doing what you should be thinking of that way when you see deprecation in the release notes you know exactly what's going on and you know exactly what you need to do uh and then also generative AI so I'm not going to cover it in this session it's not being released as part of Washington um but we do have now assist in Knowledge Management which is an innovation lab release so a lot of our efforts were focused on that that piece of the product so if you see that knowledge looks kind of lean for Washington generative AI is why and you know around probably the end of q1 beginning of Q2 we'll have a lot more communication on that product and what's coming out with it more than likely that's going to be covered in the AI Academy because we're trying to kind of keep everything together there but we'll probably touch on it here as well so those are the four big things that we focused on for Washington let's just go ahead I'm going to cover accessibility quickly as and then the the Dark theme too and then we're going to kind of get into the meat and potatoes of everything with the V3 deprecation so for accessibility the big thing that we did for Knowledge Management was to support 400% browser zoom on our workspaces so you can kind of see here over here in the left I have Vancouver instance where the screenshots kind of overlap I didn't really do a good job with that but so the zooming on the Vancouver instance doesn't really kind of flow very well it's hard for accessibility users to kind of navigate on the screen itself it really doesn't lay out things very well so what we did in Washington was support the the wayag standards for Reflow 400% Reflow so if you go in and you zoom in on a workspace a knowledge article within a workspace anything kind of knowledge related in a workspace and other workspace things too you're going to see that that Reflow does meet those standards and if you are an accessibility user who needs to use this feature uh you're going to notice that you're going to be able to navigate on the workspace uh a lot more easily than you were able to in Vancouver and previous instances so as far as accessibility that is the big thing to be aware of for Knowledge Management within workspaces themselves uh I know the accessibility team has a really great web page they have great release not not of everything that they've done there's a a lot that came out between Vancouver and Washington so if you are interested in that and if you're interested in maybe even having some demos and digging deeper getting in touch with them with that team through your account teams they can really kind of Deep dive on everything that we've done for work spaces and how they're more accessible Vancouver through Washington DC um the next one I want to cover again short and Suite is Dark theme for knowledge on mobile so we release kind of our our full feature dark theme around Utah we did some incremental changes between Tokyo and San Diego and it was supported on mobile I think around the Utah time frame but there were some different kind of products and pages that we were still testing and making the kind of final tweaks on so you'll notice now in Washington if you are using Dark theme on now agent and now mobile that when you navigate to kind of like a knowledge management related page whether it's an article or maybe another page showing kind of categories and things like that that you can see that in Dark theme now so that's a a change between Vancouver and Washington just to kind of have that full featured I think everything now as far as mobile and dark theme should be fully supported in Washington all right I'll get to the questions in a little bit I see they are rolling in but let's go ahead and just cover a few things here as far as Knowledge Management B3 and the homepage and the Knowledge Management Service portal so the Knowledge Management V3 homepage I've got a screenshot here for you more than likely you've seen it at some time in the instance it's been there since Fuji so since 2015 that's the ear I started out on so this page is very near and dear to me I've seen it a lot it is mainly access when you go to the all menu and you go to self-service and knowledge that really kind of used to be the way that we would kind of get around in the instance in Fuji and get to those knowledge bases this was even kind of pre-service portal back when we had the CMS so it's been around for a while it's not very configurable there it has a lot of limitations on what you can show and do a lot of it is what you see is what you get right we when we introduced it a lot of it was kind of locked down we didn't make it very configurable it really wasn't um meant to kind of do the same things that the portal does the service portal does you know it's just kind of one of those older pages that kind of served a purpose we kind of built things in along the way and you know customers did give us a lot of feedback cases and enhancement requests that they wanted to do different things in this page but the way that the page was built and the way that our permissions on the page were built it just wasn't able to do that so with this if you've seen the release notes we are preparing it for a future deprecation meaning that it's not going to totally go away we're just not going to support it so it's not deprecated as of Washington but we're starting to put the messages out there that it will be safe harbor probably around the Yokohama time time frame but I don't want to cause any alarm if you are still using it in Washington totally okay if you are using it as of Yokohama it's still going to be there for you but the purpose of kind of this session and and what we want to get out to everyone is that you know we have a replacement for it that has a lot more features and configurability and that's something that you should start looking into now and getting ready for that way when we don't support this anymore you know you're you're already moved off of it already done and it you know you don't even remember those pag honestly so that's kind of the messaging on that uh what we're doing is that we're redirecting that page to the Knowledge Management Service portal so the Knowledge Management Service portal is its own kind of Standalone purpose-built portal it came out in Jakarta so a long time ago now and the main purpose was to kind of show how you could really structure different knowledge bases within a portal kind of the history going far back um is when the service portal was first introduced it only supported one knowledge base so you can only have one knowledge base and that uh really was kind of a pain point for a lot of customers because they had to really start reconfiguring articles and maybe putting them in this knowledge base that was for the portal so we released this shortly after to support multiple knowledge bases and kind of support that structure without overhauling the entire service portal and then eventually service port did get that support for multiple knowledge bases and you can even redirect to your service portal like on that main page it says go to the knowledge base you can even redirect it to this page I know that the customer service management portal kind of does that and we have product documentation on how to do that so it's been around for a while you may be using it you may not you know I just kind of wanted to provide the history and the context of where it came from and why it exists it is built off the same Angular JS technology that the service portal and employee Center is built off of so if you're used to configuring in those you can configure in this and it does perform mostly the same operations as the V3 homepage I'll show you guys a product dock in just a little bit there's some comparison so if you are you know you want to look at what was everything that we had in V3 before I do anything here I want to make sure that I have light for light comparison of the features and I know what I'm getting we do have that document available for you um cool thing is you can start branding this with your company colors and putting in CSS same you would for your service portal so you can get it a lot more kind of branded and tailored than you could with that B3 homepage and then also all these widgets just like your service portal widgets they have different configurations that you can do and kind of configure them and customize them to drill a little bit deeper so just something that the knowledge B3 homeage just couldn't do you really couldn't make those kind of adjustments there that's all kind of out of the box so with that let me just pause real quick I have a few more things on the service portal the Knowledge Management Service portal I do want to pause and kind of see what questions that we have just to start kind of getting those answered within context so let's see what Washington DC updates are available in the store which can be applied in Vancouver so for Knowledge Management we don't have any in the store yet so it's still within that family release you'll see all of these kind of updates come through now assist in Knowledge Management would be a store product so you know again this is the family release I will mention in a future slide you don't have to wait for Washington DC to start doing this and I will tell you where it applies so you can get ahead of the game and and do it in vancer if you want so hopefully that that answered that question are there any plans to have a tuneup your Knowledge Management added to impact I love that question I'm totally trying to work with that team I actually had a meeting with them a couple weeks so I really want to get that in I know we have a lot of great impact accelerators and I think that the Knowledge Management one would really fit in very well and they've had a lot of customer feedback on that too so thanks for answering that totally trying to get it in there hopefully by um you know one of these quarters you know before the end of the year we can have that rolled out for impact um let's go in I see some I see some employee Center questions so let's go ahead and just kind of jump to a few of these slides maybe I can answer some of those uh and then we'll kind of go through those so you know as far as our recommended enterprise portal solution we do recommend employees Center that has been kind of the recommended portal since Tokyo if you were a new customer on Tokyo you know we shipped employees Center by default for you uh and service portal was no longer the default portal itself so you know as far as our investments and all the enhancements and everything that you know portal wise we're making it is going to be employees Center so whether you're on employee Center the kind of the included one or the pro version you're really going to see a lot of our messaging and a lot of enhancements going that way and what kind of pain points does it solve so first off you can use AI search with it so I do want to mention that the Knowledge Management Service portal at this time does not support AI search that's okay the knowledge V3 homepage didn't either so you're not really losing any functionality so you're going to have that kind of same search within that portal that you would in the V3 homepage also a big pain point that it solves is a lot of times I get questions about how to have knowledge articles in multiple knowledge bases and we have unified taxonomy to really kind of solve that paino so within an employee Center you have different topics you could have HR topics or technology topics but you could have articles that kind of relate to both of those topics and the way that we really want we you know thought about it in the past what we had was to you look at categories and look at putting knowledge articles in multiple knowledge bases so users knew how to find those and browse but we really don't have to do that anymore with employees Center we're we're keeping the Articles all in one knowledge base you know we're keeping the categories the way they were and then with topics you can show knowledge articles across multiple topics so if I go to these this HR topic I can see those articles if I go to it topics I can see those articles but all still kind of living in that same knowledge base so you don't have to worry about kind of duplicating content or managing duplicates of content so if that's a big paino that you're having definitely recommend starting to talk to your account teams about employee Center uh and and looking into the employee Center product Hub and their Academy to kind of know more because really you know this is kind of a really big benefit of using employees Center over kind of the service portal itself and even the Knowledge Management Service portal um so I did kind of want to kind of do a comparison here of these two so the Knowledge Management Service portal again an older product it was really purpose built it kind of had you know the context of showing multiple knowledge bases when the service portal couldn't uh and it's kind of been around since then it's really great as a a reference portal and a structure portal it does support Zing search right now and we don't recommend using it as a standalone employee portal so you know if you're looking at an employee portal if you want to migrate off service portal um employee Center is going to be the way to go what's great about the knowledge portal is that we can repurpose it right we're taking this older piece of technology from 2015 we have something that's already better that we can just kind of replace it with and reuse it so it's still very much alive and has a lot of great features and we're able just to kind of repurpose it for right now so employee Center like I mentioned you can use UniFi taxonomy and you can use topics to really kind of structure content and how you want users to see them without having to duplicate content in different knowledge bases and then it also does support AI search uh and that's going to be increasingly more important as we get into you know if you want to use Virtual agent and then if you want to get into now assist in search or virtual agent Solutions all of those are really built off of AI search so AI search is the foundation um so Zing search you know we recommend starting to migrate you know when you can you're going to start getting a lot of benefits of just getting AI search set up and getting the foundation set up with AI search so when you get into virtual agent and all these analysis products in the future you already kind of have your foundation set up for those so with the change itself again I know I'm I'm talking a lot about portals and we think about portals we think about getting out of core UI or next experience and opening a tab and going somewhere else I really kind of want to make sure that we visually see this and we'll see it in the demo too it's going to be within next experience in coreui so this screenshot over here on the left I have next experience activated I go over to all self-service and the knowledge it's going to load that portal within the frame so it's not going to po pop open a new tab or anything we're just replacing that V3 homepage that used to load there with this portal it's not going to impact employee center it's not going to impact service portal so we're just kind of redirecting so if you've set up employee Center if you've kind of set up service portal those should work the way that you have them already I mean definitely do testing um you know when you redirect this and you know do that spot checking and that testing but the way that we've designed the change is you're just setting a system property and it's just going to redirect within the next experience and core you UI which is what we used to call UI 16 within those two different interfaces so some upgrade guidance so for new customers so this is kind of where the Washington DC release really comes into play so for new customers we're doing this by default so if you're a brand new customer launching on Washington DC we're going to set this system property by default for you so honestly you probably will never even know that the V3 homepage existed unless you knew for some reason it's going to be the Knowledge Management Service portal is going to be your new your normal going forward if you're an upgrade customer which I know most of us are we're not going to make any immediate changes we're not going to touch that system property for you when you upgrade you're going to have the Knowledge Management V3 homepage still there but you do have the the ability to go ahead and set that system property in Washington so if you want to start planning for this you can update it to true and start doing all of your testing but you know this is going to be a thing where you're you're going to probably update knowledge articles themselves with training and communication and stuff like this so you know it it is a little bit like longer of a procedure because it is a user interface change but I just want to let you know you're not going to upgrade to Washington and then have to do this right away you totally have time to plan and plan for that guidance and everything with that you don't have to wait till Washington this this system property is available now so whether you're on Utah or Vancouver and you want to start looking at this in sandbox you can go ahead and do it now too we've have product documentation on that but we're talking about it in Washington because we're starting that deprecation process and we're making this change for all new customers so that's why it's kind of a big thing for the Washington DC release um so let me pause here and take a look at any kind of questions we have and then I'll go through a few resources and then we'll kind of hop into a demo of everything let's see we do have some kind of technical questions on employee Center Adam I will get back to that offline for you because that looks like something I'm going to have to kind of dig into and answer does it support employees Center so I think I I answered that one employee Center isn't going to be impacted by this change um so that should function the way that you've implemented it and are currently using it looks like we have some commentary that they no that some customers are no longer promoting the V3 homepage which is great they're promoting employee Center and you can do that redirect you can redirect to employee Center instead of V3 so if I've seen customers do that where they have you know their service catalog just automatically redirects to a portal instead of the kind of classic environment pages so you know this is kind of one way that we're doing it for all customers but that is an option too if you just want to have those modules in the all menu redirect to employee Center if that works better for your organization and how you have things set up that works too we just you know we know that all customers aren't in on employee Center so we couldn't make that change for you we can only kind of make that change for something that we have out of the box will we be able to configure AI search on the Knowledge Management Service portal in Washington not as of Washington so Safe Harbor this is one of the road map items that we are looking at heavily right now because we do want to get to parody with everything else so when you go into the the knowledge man service service portal and you go into that search box it's still Zing search but you know if you're in next experience and you have ai search turned on and you go to Global search at the top right there that's going to support AI search so your users can search for articles that way using AI search it's just going to be within that that search box within the Knowledge Management Service portal itself but we are we've had a lot of feedback we are heavily looking at it so I hope to have some different messaging hopefully by the x or y release we'll see Safe Harbor on that but definitely in the works um is there any linkage between the knowledge portal and employee Center out of the box no so with the service portal we did have documentation on how to kind of redirect that knowledge based link on the homepage to the Knowledge Management Service portal but the way that kind of employee Center is set off with unified taxonomy and topics uh we don't have that and we don't recommend it either so this is going to be kind of a shift in that thinking so employee Center there really isn't any linkage into the Knowledge Management Service portal a useful feature of the V3 homepage is that it's viewable within the core platform UI so this is what this is going to be what it does I think when we get to the demo it's going to be a lot more helpful to kind of show that so let me just pause the questions right here we'll get into that demo in just a sec so where can you get kind of more information on the Knowledge Management Service world of course we have our product documentation that's out there but we have some really great now learning courses that dig really deep into this so there's a fundamentals course and an implementation course they're both free and On Demand the implementation course is going to be the one where you can really dig a little bit deeper and we show you the three different pages of the portal so the homepage the search page and the article page and we really kind of lay out which each does and we even go through all the different widgets and all the kind of configuration options that you can make on those widgets so I you know if you're starting to look at how do I configure this or what can I do and you're kind of poking around in a PDI or sandbox I'd say go ahead and have that learning up and kind of walk through it and and you know let it tell you what you can kind of configure and kind of go from there as you're kind of clicking around we also do have our product documentation and our comparison chart too and I think this is where I kind of switch screens and show you guys that so let me go ahead and just pull up Chrome and we'll kind of get to those resources real quick and then I'll hop into that short demo and that logged out on me that's fine I'll log back out in a second So within our product docs we do have a Knowledge Management Service portal properties page where we kind of show you the different properties here here's the property I was talking about so it's already there like I mentioned in Vancouver and Utah so not totally a Washington thing it's there for you and what it's going to do is just navigate B2 which is pretty much gone by now but B3 pages to the Knowledge Management Service portal homepage there are some caveats so it's not going to impact if you're on like a classic form for incident or another record type and you kind of have that contextual search where you can search for articles or catalog items and it you can view them from there it's not going to impact that because that's its own kind of macro if you will it's its own kind of different code that is built into those classic pages that we didn't touch so that's going to work the same connect that's kind of an older product that we're we're deprecating and replacing with sidebar um and different next experience features so if you were using it there it's not going to change it's going to be the same and then also the kind of global search view too so we are going to kind of redirect you to the classic environment view of the page rather than the portal view of the page and I can show you guys what that looks like as far as that comparison chart I think this is going to be big one right you know we are we are changing interfaces we want to make sure that we have all the knowledge necessary before we get into this and we know what the features are and what we can expect pretty much it supports pretty much everything right except for some things like importing an article or creating an article because you can do that from the all menu we made that change some years back to where you know instead of import article that button on the page you can just go to the all menu important article with word that that way you can create an article from the Knowledge Management Service portal that ability is there it just goes to the classic environment View and just a few different things here so be sure to kind of go through these and take a look and see which ones you're really kind of interested in and if they impact you and that way you kind of know what to expect before you make that switch there and then here is that implementation course like I mentioned we go through the Knowledge Management Service portal Pages here so just a good one to take a look at and that is a good reminder for me to drop these links in one more time for you guys while I am talking about it cool so let me go ahead and log in I'm G to stop sharing for just a moment while I do that and then I will definitely hit some more questions for everyone as we kind of go through this all right awesome so I am on a Washington instance here um I haven't set the property yet I did want to show you kind of what everything looks like so if I go into all and then I go down to self-service and then knowledge um the V3 homepage is going to load for me so this is going to be that behavior that you're going to see if you're an upgrade customer right we didn't touch anything so you know no worries there this is something that you would have to kind of configure and do so in order to do it well let's go ahead and just cover a few things here so Zing search right here in the search bar this was Zing search we did show you kind of all the knowledge bases that you had access to we had this kind of featured content area most useful most viewed we have those in the service portal itself if you go into a knowledge based a few things that you can kind of filter and search on really just categories and tags so this this is a a lot of the customer feedback that we got right it was like I want to be able to filter on more like we have facets in service portal and we have better filtering capabilities than employee Center and we're kind of just lagging behind here and a lot of customers wanted to know how do we customize this like how do we add things here and you just didn't have the ability to do it you can also sort by views and last updated and then other different kind of criteria depending where you're at and then if you go into an article itself here's that classic environment view so you you may have heard the word classic environment in previous sessions if you've been in the next experience Academy but really what we mean when we're referring to Classic environment is anything that's really kind of not in a workspace um or in one of those we call it seismic internally but next experience UI framework one of those types of pages so you know the the incident form if you're not using a workspace that's an example of a classic environment page this is an example of a classic environment page so when you hear that right now kind of just think anything that's really not in a workspace if you're you know referring to knowledge or incidents or any kind of task-based Records like that so to change this just go up to system properties it does have its own scope there's like a Knowledge Management Service portal scope and then you can just search for it here it's just a TR false value and then we'll just set it and just do kind of a refresh and see what everything looks like this is this is an example of a classic environment page too while we're here um let's go ahead and update that and this kind of tells you too the different pages um within description of where you can see it mainly it's going to be that all menu um but if you want to dig a little bit deeper on what those were it's there for you too let me just refresh my instance real quick and then we'll go back into that all menu and I'll hit some more questions too so I'm going to go to the all menu again and then go to self-service and knowledge and then y'all can see it it loaded within next experience so it didn't pop me into a new tab like portals usually do I'm still that kind of theiller persona who needs to be within next experience it just loads it within the frame so again you know just replacing that older technology with the slightly newer technology that is more configurable and customizable so again it's going to have most of the same features of the B3 homepage I can kind of see all the knowledge bases that I have the ability to to access based on user criteria I have my zing search here but as mentioned if you have ai search set up here you can search articles this way so two you know it's G to be a little disjointed on on searching but again nothing different from what the V3 homepage did you can create articles from here and that's just going to pop you into that kind of classic environment create article page if you're used to seeing that um and then we have those same kind of featured most useful and most viewed widgets here for you you and then just like other service portals you can pop different images in colors and branding in here so it won't inherit the next experience branding just because service portal uh I don't even believe employee Center do those kind of portals have their different branding set up so it won't inherit the theme that you set next experience so as an admin you will kind of need to configure that theme if you need to you can just keep this one um but I did want to make that kind of Distinction there so a few things things to kind of explore while we're here is kind of with these widgets if you've worked on the service portal before you really kind of may be used to kind of doing a different kind of like control click and you can kind of go into your instance options here and kind of go into all your different widget stuff and kind of really see what's available to you so you know each one of these widgets are going to have their own kind of options right you can set things like ordering by title you can set things where you know if you have a different page that you're using if you're not using the out of the box kind of pages a lot of customers have their own Pages you can set that you can change the article for create label you can do different things depending on what widget you're in so like if I go into this most useful articles one you can set different CSS here if you need to for Branding a lot of the times that's going to be handled by your theme but you know a lot of organizations do get a lot more granular with this you can choose your table it's set to the default knowledge table I I'm not sure what use cases would be out there that you need to use a different table but that is there for you you can set different display Fields so I think out of the box we have the default is short description view counts date last modified and rating but you can set different fields here if you'd like so if you want some more secondary Fields you can do that you can choose max number of Records to show show even when empty and then you can kind of get granular and just tailor down this particular most useful widget to a knowledge base if you need to do that so you can already kind of see a lot of things that you couldn't do with the V3 homepage you kind of just had to kind of take it as it was or maybe do some backend scripting to kind of get here these are really easily configurable within the widget itself um so this is a good practice to do when you're looking at this when you want to switch over you all of these are in that um training model module uh as far as the instance options and you know you can kind of just right click as you go and see the different instance options that you have out there um So within the portal itself you can kind of do a search here so you have three main Pages you have this homepage um the next one's going to be the search page and this is a real big one too you know you saw that kind of search page um in that view on the V3 portal where you had limited filtering you could really kind of only do a few filters with this we have a lot more facets and filters that you can use out of the box so if you have translated articles you can you know filter by language you can refine by knowledge base you can get deep into categories um let's click into the category one because this one's interesting too so you can configure these facet widgets too so here's the one for category you can you know choose what order you want to display this maybe you want to bump it up maybe you want to bump it down you know you can look at your table your field you can choose the kind of different facets so um this one's on multi- select but maybe you have a reason for drop down or single select all that's in the product documentation you can do that you can make your own custom templates a little bit more advanced kind of scripting um you can kind of order by label you can also show you the kind of category hierarchy so that's going to be mainly just for this category widget let me see if it if I have that set up on this one but this is going to kind of show you the tree here and let's go back into it so you can kind of see now this has been collapsed and I can kind of start parsing through that tree if I needed to at the Box we kind of just showed you that parent root category but well a lot of customers have a need to show this tree and you guys saw how easy it was for me just to check something and now I can I can see that without having to do a lot of configuration or customization so you know with this each of these facets kind of have their own configuration options that you can control you can choose to show them or not you have that ability in this portal to do that and you know you can add your own too so just like any of our other service portals you have the ability to kind of configure this and get this to where you want it where you didn't have for the V3 homepage also sorting by relevance views newest and alphabetical uh you can even you know control the options on this so you can choose do I want to show views this is in descending order you can you know choose to show those or not you can make it a sending you can do what you want you can show different sort Fields so a lot of kind of ability to get very granular with this with what you show um unlike what you could do in B3 you just didn't have the options to do that um last thing I did kind of want to show on this one is an article page so again three main Pages home search and article so it's going to be very similar to what you see on like the service portal or employee Center a lot of the the widgets should look the same but you do have your the ability to subscribe here or flag the article for feedback if you have um can contribute permissions you can edit the article we'll show the Ed the article body here one big thing that's different is the comments so you could leave comments in the V3 homepage but you could really just kind of leave that comment there wasn't a lot that you could do it was really paired down we have advanced commenting with this where you know you can kind of see the different threads to the comments you can sort or kind of filter with these um it's just a better kind of commenting and threading experience than the V3 homepage so that is something that you'll get um out of using the Knowledge Management Service portal is this Advanced commenting capability that wasn't there you can rate and Mark helpful so all the same things that you're used to with you know employee Center the portal the service portal or even classic environment but again things to keep in mind is you always have the ability to go into these instance options and choose what you want to show here so we show a lot of default Fields you can really pair that down and control the fields that you want to show you know show it when it's empty or not pair it down to a knowledge base so a lot of things that you used to have to be able to do with scripting are just instance options there for you now so let me pause real quick see what kind of questions that we have and then if we want to drill in on anything deeper we can do that but I know I have a lot of questions coming in so make sure I get to these Let's see we need a lot of our knowledge to be browsable publicly which is not possible with employee Center we want to use unified taxonomy but there are the restrictions on this so I will stay with employee Center in kind of public articles and this may be a good question for your kind of your account team so public articles are supported on the Knowledge Management Service portal you can set it to be viewed by public I'm not sure the reasons as to why uh you wouldn't be able to do that employee Center that might be a good question for that product tuub it might be on there already or your account teams and I know we have the customer service management portal that really kind of drives those external and public use cases and is more really kind of meant for public knowledge manag use cases so like with the the customer service uh management portals right you can do a lot more SEO type functions you can set articles as public you can kind of control which articles can be viewed by product so more of that public facing functionality is going to be geared towards that portal this portal can do public articles so if you're not a CSM customer and you do have some some public articles that can do it employee Center let me just take that one back offline and and recircle on that and kind of get more of a clear answer on that one uh we I think we answered the question about redirecting to employee Center so I mean that is available we're kind of doing the redirects here but all these modules are editable you you can go in you can create your own modules that's probably going to be the be the recommended best practice here rather than going into our out of thebox modules maybe just deactivate them and create your own and then you can redirect that to the employee Center itself but that's kind of all just you know module kind of management that is kind of basic system administration that you can do I mean you could update this one you know again it could be subject to change with an upgrade like anything right if you update something that's out of the box there may be an upgrade that comes around that touches it that we do something and you're going to have that skip file and you're going to need to review it so just keep that in mind if you are trying to redirect and use the outof thebox module or you have the ability to create your own modules too and just deactivate the out of the boox ones um will the article views change I'm not sure if we can kind of get some more clarity on that um but as far as the the Knowledge Management Service portal itself we kind of have our own widgets set up again they are very similar to employee Center and service portal they may differ a little bit just depending on kind of the needs of those different portals and I know that you know employee Center might have some different widgets here on the side that maybe we don't have so you know see if we can clarify on that one just to get a little bit deeper there I did want to mention too one I didn't show is we do have a related items widget and related articles this is similar to B3 those those were there um I didn't have anything connected to that other article so you didn't see them but if I did you'll see them here as well and of course they have all their instance options available too let me see a lot about AI search so for if y'all didn't catch it earlier the Knowledge Management Service portal itself that kind of typ ahead Search widget that's here this one here and this one here is still on Zing search we do have backlog items to update that hopefully in a a more you know forthcoming release you know we are heavily looking at it I don't have a release yet yet but it is on our backlog if you do have ai search like I mentioned you can always still use AI search up here within your Global search so you can always search for articles this way too and get to them from here so you know your users do have that ability to kind of choose what search they want uh and not have to rely on just going to that portal it really is for those users who like going into self-service they like kind of browsing and going in this way through different knowledge articles but if you're if you rely on search and your users rely on search this shouldn't change for them it's going to be the way that you've had it set up in your instance um let me see some of these were we're kind of getting deep into unified taxonomy so let me grab a few of these and then we do have some housekeeping here so our users currently use our customized service portals rather than the V3 homepage so they won't be affected by this but the agents use the homepage Within the Fram set next experience core UI um so it won't open in a new window hopefully this kind of this demo kind of clarified everything it's going to open within if you're still on core UI or what was known as ui6 or if you're on next experience it's just going to load in the same frame that um knowledge B3 did and again it's just going to mainly impact your kind of fulfiller and agent personas or anyone who's kind of working inside of next experience but for all your requesters and your kind of in user personas who automatically go to employee Center or a portal they won't be impacted by this they're going to continue viewing those different portals like they they used to let's see what happens to everyone's favorites so I'm assuming favorites within V3 itself or are we talking about favorites up here in the favorites bar so favorites are kind of they are they're more static they're so they are a a record in the bookmarks table they kind of are a snapshot in time so I I took a favorite from an older one before I I did this change and you're going to see it kind of goes to that maybe this wasn't the best scenario but the favorite is going to go to the kind of the classic environment view of the page rather than the Knowledge Management Service portal itself um so you know with those favorites you know just be aware of that kind of that kind of beh Behavior we're not going to redirect those automatically because those URLs are kind of set up to kind of be that snapshot in time of what the URL was when it was still kind of that classic environment but I will kind of take that offline some more too and see what future plans are for that because that was a really good question and one I didn't kind of cover in the demo itself so I will expand on that a little bit more within the event so if you weren't here for the beginning of the session I'll take all these questions you know transcribe them and put them in the comments of the event for this Academy session currently article feedback is not supported on KB view page you should be able to use article feedback here so your article feedback is really going to kind of depend on what you have configured so we have different system properties um so you know you you can turn off you know if you're using actionable feedback by default if you flag an article it should create a feedback task within those properties you can set that to occur or not you can set properties to do a feedback task if you have like a rating threshold so out of the box it doesn't do a feedback task it just creates a feedback record so that is there for you in the KB article view page itself as well as helpful and then within knowledge bases too you can control kind of the feedback options that you have I think this is a really good opportunity for me to show that that was a I want to say that was a Utah thing it's these releases are kind of blurring for me a little bit it was either Utah or Tokyo where you could control kind of feedback settings at a knowledge based level where in the past you had to do it via cloning a widget or scripting something so I'm going to go into this knowledge base here so again Tokyo or Utah don't hold me to it we did introduce a few different um true false builds here where you can disable rating the article you can disable marking it as helpful you can disable commenting and this is all by the knowledge based level so if you have knowledge bases that you don't want these things on you can control that and get granular as mentioned prior to that release you had to go into the the widget so if you are speaking of KB view I believe that's an older widget because we have KB article View and KB view is an older widget that we replaced so you know with that if you are using KB view look into KB article view that might be something that you need to do in your upgrade that that should apply to service portal and employee Center too they should be using the same page but also to again just kind of older functionality where if you wanted to disable these things or control them you actually had to do the widgets and and clone those and write the scripts whereas you you can do it here from the knowledge base itself this is a good one I think I definitely want to cover this and then we'll kind of probably wrap up here and I will definitely get to the rest of the questions within the event I know we have five minutes so what was the reason for choosing service portal as the underlying technology instead of using next experience this is a really great question if you've been on the next experience Academy we've had a lot of messaging about the service portal out there so we chose the knowledge man Management Service portal uh mainly because it's already there it's a a validated product that's had a lot of use you know any kind of defects or issues or enhancements we've had since charta to fix so it's pretty solid and it's you know been validated by our customers that it's a good portal to use for this also to with service portals or portals in General on next experience we're still exploring that so we haven't created a portal on next experience yet that's really for a Enterprise or consumer use case uh and we we didn't want to start with this one either because again we already kind of have something so that's that's the main reason is we we already had it it's it's a great product it's already been validated we've already done a lot of work to it and it's mature and then also to we're still exploring portals on next experience we're still exploring use cases and the the use cases that we want to use and all the different kind of components that come into that so we didn't want to really start fresh on a portal here and then kind of release that whole new cycle of defects enhancements and things like that so you know this is a really easy U user interface upgrade it was an easy win for us and y'all because you get a lot more configurability and you get it on a a tech sack and a platform that you already know and you can make those changes very quickly and that way we don't really throw a lot at you all at once right having to learn new tech stack having to learn how to configure components and then also now you have this interface change that impacts your agents and fulfillers and you have to do all that organizational change management so just a lot more easier to kind of reuse this and slide into this and go ahead and get those benefits right away but again you know things do change and you know in a in a future release at some point you know as next experience portals do come into play and get more mature you know we're not going to keep all our Tech te around forever so this might be on the the Slate we might have something else to replace it who knows so but for now we do have the the Knowledge Management Service portal to kind of replace that 2015 Knowledge Management V3 homepage so with that I have two minutes let me try and get to my slide up real quick I do want to thank everyone for hanging out with me so long and letting me go through everything here I will get to your questions and and post those on the community if this is your first time joining if you register through live on service now you have been registered for all the future sessions so no worries on that um if you want to know more about generative AI type stuff as it relates to Knowledge Management we have an AI Academy that's on our our community um we do have a Knowledge Management product Hub and a knowledge manager discussion on the community and then that's where you'll find the recording um on you know YouTube and the deck and the Q&A it'll all be posted within that uh and then too if you're looking for the next session so March 12th so the second Tuesday of the month in March hopefully I got that date right we're going to go into processes and roles we're going to Deep dive a little bit I really kind of want to talk about processes and roles if you're using Knowledge Management with or without KCs and really kind of clarify because when you go to the product docs we just show you all the roles we don't really kind of lay out when they're used and maybe this one's KCs and you use this for this reason I really kind of want to separate those two and and just kind of have some great sessions on that and kind of revisit it and and hopefully structure that content in a more easily digestible way and then also if you are interested in otheris we have short links to all our different cies that are available on different topics and you'll find those on the community as well so with that we are at time thank you everyone thank you for all the questions I promise I'll I'll get them back to you and thank you for joining feel free to reach out to me on the community and I'll see you next time on the next Academy thank you so much [Music] bye