so according to deloitte they believe that knowledge management opens the doors to a new era of collaboration and sharing at servicenow we've seen tremendous successes that our customers have had for example reductions of over three thousand calls a month thanks to knowledge base self-help so this demo will focus on three main areas of knowledge management how to provide consistent proven results for both customers and employees to really boost that self-service also we're going to learn how to empower agents to create articles in the context of the work as well as harvest knowledge from communities finally we're going to look at how to identify knowledge gaps curate that new content also the ability to track usage the governance as well as quality trends of knowledge based articles so let's get started throughout our knowledge 20 itsm demo series you've seen how both employees and agents have been able to leverage knowledge base articles throughout the now platform and beyond places like mobile devices self-service portals even going as far as offering specific knowledge information based on the user's graphical location and their role within the company also agents benefit in agent specific workplaces in support of finding resolutions they even get support in workspaces such as slack or ms teams this empowers both agents and all employees looking to harvest knowledge and boost self-service and this is really thanks to the now platform knowledge bases can be ubiquitous and so easy to access so you may be saying sure you make it sound easy but we as a company are not anywhere close to this experience so let me show you guided setup this is our out of the box solution guided setup now servicenow makes it easy for you to get up and running with knowledge management in the matter of hours not days weeks or months and after the setup your knowledge base is ready to go knowledge articles can also come from work arounds or resolutions found in successfully closed incidents like we see here within agent workspace we even have the ability to pull in outside knowledge base articles with a simple drag and drop functionality as we can see here there are a variety of specific knowledge based articles to address needs that go far beyond ticketing help desk needs things like hr facilities customer service management so let's take this a step further servicenow promotes knowledge sharing throughout the enterprise as well as drives continue improvement throughout the life cycle of the knowledge article for instance end user feedback on the usefulness of an article as well as metrics on how many times it was viewed it allows more useful and popular articles to bubble to the top of various areas such as a service portal a mobile device an agent workspace really highlighting information that your peers are leveraging most and because it's on a single platform it's really the same experience from desktop to mobile outside of crowdsourcing of knowledge usefulness servicenow provides both automated feedback management as we see here as well as ai around knowledge management machine learning that is out of the box with similarity frameworks presented to you to help you really have a robust and powerful knowledge base so this concludes my quick demo there's so much more but hopefully this gives you insight on how to demystify your knowledge management journey in this demo we could see how you could provide consistent proven results for both customers and employees to really uplift self-service also we saw how we can empower agents to create the articles in context of their work and harvest the knowledge from other communities finally we leveraged the crowd resourcing capability as well as machine learning to identify knowledge gaps even creating new content as well as being able to track the usage and the governance and the quality trends around your knowledge bases for a deeper dive on this demo or any of the subject matter around knowledge management please reach out to your account representative also please check out some of the useful links that you see here and with that i thank you for spending your time with me