all right welcome everyone for today's session thank you for joining us today we're going to go over what is new in knowledge management for orlando we're just going to take a few moments to allow our attendees to kind of filter in but in the meantime i'll just tell you please use the chat window to post your questions you can use the q a but the chat allows us to um also keep those questions and put them on the community this session will be recorded or is being recorded and it will be available on the community link that i'll be providing in the chat so we'll just uh we have a couple more minutes before the start of the hour so i'm going to probably repeat this for the next attendees that come in but again we want to thank you for joining us if you're always looking for the next sessions we do post them on the community i can also provide that link in the chat window so just take a few moments we do welcome your questions and so we're excited to have you join us today as a quick reminder when you're using the chat please make sure you you select either all panelists and attendees that way everyone gets to see your question we'll be getting started momentarily so your patience is really appreciated right now we've got a few more people who are coming in so really excited to be able to have your questions we hope you do share this uh today's event with some of your colleagues and invite them to the community so that they can find not only more events but different types of blogs and some podcasting questions and answers and of course some of the new stuff that might be coming up in the next releases okay and with that i'm going to go ahead and say let's get started thank you thank you lisa hello everyone uh a big thanks for joining in and really excited to be here uh this is a webinar about the knowledge management capabilities that we are releasing for orlando uh i am loknath a product manager for the knowledge with me i have catherine hey kathryn uh you introduce yourself please hey everyone catherine randazzo i'm an outbound product manager for knowledge management thanks uh so both of us will be taking you through uh this presentation uh so before we jump into orlando a little bit of uh context of what we have done so far in the previous releases uh so knowledge management journey started with geneva and over the multiple releases still kingston we really stabilized the product with multi kb experience which we called the v3 knowledge several other knowledge governance related features like user criteria for uh knowledge security article templates for standardizing how your knowledge articles look and feel uh is controlled version control contextual search for agents in context creation of articles from tasks like cases incidents etc we got a pink very well certification in kingston over to london we released a lot of exciting features like actionable feedback where we can capture the feedback from end users and improve the knowledge articles based on that we released our first dashboards based on pa knowledge blocks was introduced in london which uses uh which allows users to reuse their knowledge content uh communities and agent assists were also introduced in london london was a big landmark for the product as we got kcs v6 certified we were the first product which is integrated with uh incident or task management that got kcsv certification over to madrid we had ownership groups for improving the ownership of articles that help you easily set up your knowledge management modules we added some language based searches multiling multilingual search some configurability with extension points in new york we really concentrated on translations and using third-party translation apis for automating your translation processes we release some machine learning based features like similar articles some more improvements on templates to better style your articles some work on search relevancy through unified search index and we introduced our first mobile app and the knowledge experience in that with this journey i'll move on to orlando and these are the features that we are going to cover the first one is knowledge demand insights it's again a machine learning driven feature and i'll cover that in a bit we enhance the knowledge experience on agent workspace for having the entire knowledge capabilities in your agent workspace improved some aspects of it like version compare actionable feedback on flagged articles uh similar articles from case etc we released a feature for knowledge base security which is scope knowledge basis and uh all all of these three will be demoed in this session so that you have more and some other features which which we are not going to demo but we'll talk through them uh one is scheduled article publishing which was again released in orlando where you can schedule when an article gets published instead of publishing it immediately and the other one was extending support for article templates in knowledge blocks we'll talk through these in some time with that let me jump into a deep dive of the orlando features the first capability that we are going to cover is knowledge demand insights and uh really excited to present this so if you think about knowledge manager the the top questions that a knowledge manager thinks about or even a customer service manager when they think about self-service what is the top question that goes on in their minds uh definitely one of them is hey what are the next few articles that i am going to create so that my my user end users or customers or employees can self-serve right so knowledge demand insights automates that entire process we have i mean this is the first version that got released in orlando and you are going to make incremental improvements in this because obviously this is not an easy problem to solve um so what this helps is what this feature helps in is knowledge admins can identify what are the gaps in a knowledge base based on what is the inbound cases incidents and other kinds of tasks that they receive um this basically reduces the overhead of uh knowledge managers admins of shift like reading through maybe millions or thousands of closed cases and using their experience to create knowledge gaps so this will help you identify the topics on which your knowledge base lacks coverage and create actionable tasks so that your authors can pick them up and create articles out of it so with that introduction let me jump into the demo of this so what we do through a combination of multiple heuristic and machine learning techniques if we populate a dashboard like this and this is a sample dashboard for case uh we are also releasing out of the box another dashboard for incident these these two will be out of the box and the reason both of these are separate dashboards is because usually your knowledge bases that serve your customers versus your employees are different so we have different dashboards and then if you want to configure the same capability for any other task like hr case for example or any other kind of task you can do that all you have to do is take a copy of this dashboard and do some configurations that that we will keep in the guided setup of knowledge management so what does this dashboard contain so each block that you see here is a collection of cases and these cases have been determined by the system and the machine learning and heuristics that these cases do not have a good knowledge coverage which means that either there was no article attached to that case uh or there was there was no reference of any article in anywhere on the case like the comments or the work notes etc or there is a there aren't similar articles in the knowledge base which are similar to these cases so what we do is we group such cases into each of these collections and what you can see is probably your hundreds and hundreds and thousands of cases have been grouped into smaller chunks and you can analyze each of these chunks and create your knowledge gaps we also have a pareto chart here so this basically means how many of these collections you need to resolve so that you can cover 80 percent of your cases or incidents or whatever tasks you are using in service now right so when i uh get inside one of one of such collections you can see that this collection is made up of about 97 cases um this could be thousands of cases in a real life production example but even for a human being to analyze 97 cases and coming up with uh what are the what other knowledge gaps is a pretty humongous job so what you have given here is an ability to generate a representative sample which takes which kind of runs another machine learning algorithm on this collection and reduces it to a manageable number of cases and here you can go inside these cases analyze them and once you know what article you need to create so this looks like some of these are regarding instance unavailability so that that could be one possible gap that you have and the other one is on how to roll back an instance probably so once you have done this analysis you select those cases you can select all or you can select a subset of these cases and create create a knowledge gap uh so we are in our in our future enhancements will try to populate this description automatically from an analysis done on these cases but for now this list of 10 cases has to be manually analyzed and you can say that they create an article for outages on an instance and when you click on ok this creates a feedback task in the background and this if you open this feedback task this task is assigned it can be assigned to a user or a group of users and rules and once you have this task created then you can actually measure what time has been spent on this task what is it state and when it can complete it and they and the if it is assigned to an author or a group of authors they can create an article directly from it and they can look at the description from on this so they can use these pointers and also if they if they want they can look at what cases uh from what cases this task has been created in the related list and create an article out of it so once you have done the analysis for all of these all of these case collections what you have is a knowledge base which has articles that are much closer to the history of cases that have been created and for future cases which are of a similar topic you have much better knowledge base to sell serve your customers so that ends the demo of this feature if there are any questions we can take a pause and take the questions i'm not seeing any questions yet i can also just double check the no questions yet thank you okay uh so we'll move on to the next uh feature and this is uh about the knowledge experience on agent workspace so before orlando you could still use knowledge on workspace but it didn't have a full feature parity with what you could do from the classical platform so it's not a platform what we did in orlando we kind of ported all of those features that are relevant to an author or an agent to the agent workspace so now you can create articles edit articles um you can translate articles you can flag fix articles from the knowledge base all of these things we did some improvements uh like uh the version compare in the platform we did a improved version of it in the workspace i'll show it in just a few minutes what this gives you is a multi-tab knowledge experience so you can have multiple cases open multiple articles open and you can work between them without the need to like open multiple browsers or multiple windows to do your work so as an agent or an author whatever you like to do in the servicenow classic or platform you can do that in network space with that let me move to the demo so when you if you are already using agent workspace or if you have installed agent workspace you should see on the left hand side on the list a new category called knowledge and in that you'll have some sub menu items and you can see a list of all knowledge articles here your own unpublished articles if you have it if you have any draft or articles in the view those can show up here the other articles created by you will show up in this link this is a link of all articles so for the purpose of this let me open an existing article and this is how it looks this article view page which is improved from new york uh we have added uh an estimate of what how long this article could be to read uh when it when it was last updated average rating and all who revised it last and uh some feedback options like if another user comes into the workspace and they uh another agent comes in and they're looking at a different article they can create or mark an article as helpful or not helpful um so let me just edit and show you the article creation experience in workspace so to create i have to create or edit this article i have to click on checkout which opens the article form and you see the basic fields here like the knowledge base category you can fill in all this ownership group and this also you can fill in a short description uh then your html fields if you if you are if you want a bigger view for this you can just go full screen and do this edit um so here we also have the other fields that we used to have like how if you want to display attachments and and this is this is a feature that i'm going to talk about in some time you can schedule when to publish this article you can set it to date till when you want this article to not expire another interesting feature here is you also have the agent assist here so let's say as an author or a content creator you are trying to create an article and you know that you have different content that is all around your system it might be in some community blogs it might be in community questions it might be in some resort case or in some knowledge articles you can search in those and get the relevant content and put that in your article to create a better article so the agent is view is also available here and this is resizable so if you need you can move this around for your real estate needs so the other thing that i'm going to show here is an improved version compare so if you go to the article versions related list here and you select two different versions you can click on compare and see a side by side compare of the two versions so you can see what changed what got deleted what got added and all of those changes and this is uh much better than the platform view of article compare because there it was more of an html compare with the html tags and all this is a pure text compare with the html styling working behind the scenes so you have much easier job as a reviewer or an approver to see what actually changed in between two versions of an article so this was another area we uh improved on so let let me just publish a new version of this article so as you publish a new version translation task can get created and this is a feature that was released in new york but that has been ported over to workspace in orlando so whenever you publish a new version of an article translation tasks get created here and a translator can and can open the task see what article needs to be translated what is the target language and they can just hit on translate and they have the side-by-side view again of the original content on the content on the right if you want you can leverage any of a third-party machine translation apis we provide out-of-the-box [Music] out-of-the-box integration with google ibm and microsoft translation apis but you can you can almost configure any translation apis that are used in the industry so if you want you can optionally do a machine translation so as the machine translation is over you can create a draft article and publish it uh like a german translation of the original article so the translation feature is also here the other thing that we have in workspace is is to look at your feedback tasks so for example if i as a different user if i give feedback on this article so let's take this article as low and say that fix information or optionally i can even flag this article flagging is mostly for internal users but because of the configurability of the platform you can actually open this up for other users but it's typically a internal user capability so on both of these tasks uh you will see that feedback task gets created so this is a feedback task that just got created and again from this feedback task you may choose to edit the article you know choose to create a new article based on what comments was provided by the user if you want to edit the article you can directly edit the article from here similarly if you as a different user if i flag the article then a task gets created and assigned to the author of the article or to anonymous group that has been linked with article so you can open the task for this and again like any other feedback task you can go on and edit an article or create a new article uh so all of these uh all of these abilities are available on the list on the left hand side if you have any translation tasks assigned to you you can look at that as well uh so you can directly translate from you don't have to go to the article and you can just open the translation task and translate from here so those were the different features that we had in the article experience now we'll open a case and see how the article experience has changed so this is the case uh and you have the agent assist over here and we added the resizability of the agent assist so if you need more real estate to look at your articles you can do that so i'll just do a search on knowledge articles so on this article i have this preview uh if i want uh if you want a bigger screen i'll just move it around and once i click on it i'll get a bigger view of this article if this is still not enough space then you can either click on this link or go to view full article to see this article i'm sorry okay so ah basically what you go is a view article view of this article and then from that there you can either check out which is fixed article or from the other this pane you can flag the article from here as well so you have the flag and fix kcs capability over here if you want you can also attach this article if it is relevant to the case you can put your comments here for the customer to see if you do not find any uh if you do not find any uh relevant articles here you can also create a new article from the case so earlier uh earlier there was no support for templates but now if you click on create knowledge in orlando you are asked to choose a knowledge base and you can choose a knowledge base and choose a template on which you want to create article and create the article from here so the template support has also been added to case so that you can create uh articles in any template and it will uh it will automatically copy over the related information from the case onto the article based on the csm table map so so that you can create the article easily another thing that you can do from the case is we already had similar we have also added similar articles so if you instead of just doing a simple search on the knowledge articles if you want to do a similarity based search and find out your earlier knowledge articles using uh machine learning algorithms you can do that so that that feature has also been added to the workspace so as you can see overall uh the workspace uh knowledge capabilities uh have achieved the parity with the platform uh and also we have improved on a few areas um the one area that we uh did not uh put in orlando is the knowledge blocks so knowledge blocks are still available on platform and we plan to add that to the workspace in an upcoming release but apart from knowledge blocks all other authoring and agent capabilities are now available in agent workspace i'll take a pause here if you are if there are any questions no questions from my side lucknow no questions yet this is a very thorough demo okay uh the next uh capability that we're going to present is scope knowledge basis and this is uh this was a use case mostly from secops or hr sort of knowledge requirements because they they might have some articles for example if you have let's say remuneration information on some article and only some hr agents are allowed to see it you don't even want your knowledge administrator or your system administrator to see that article you don't want to know hr details or other employees right so you want to secure those articles or let's say it's a security team and they are managing articles which has some details on your hardware infrastructure and you don't want your other employees to look into that information and even if they are like system administrators of servicenow or knowledge administrators they should not be able to see it so earlier the default access default read and write access of every knowledge base was available for knowledge admins and system admins and this feature scope knowledge basis allows an additional layer of security so that even if you want to limit the access of knowledge admins and system admins from your knowledge base you can do that and you can choose what you want so if you want them to just read and not write you can do that if you want them to not read or write you can do that so all of that configurability is there um so if you want to create a knowledge base in a spoke tab uh that that that's quickly how to double check your audio thank you okay i'll take a pause to check the audio it sounds good now for a moment there you were a little muffled so okay it's all good thank you sorry about that so as an application administrator what you can do is you can choose your application on the application picker so for this demo i'll choose let's say let's say this application and now i want to create a new knowledge base as this application admin so you can see that the application has been automatically copied over to this knowledge base and if i let's say i am kb and just choose an owner so this so this kb is created now if i log in as a knowledge admin so becky is a knowledge admin and let's see what knowledge basis she can look at okay so i didn't change the you can change the application just give me a second so now becky has logged in in a global okay so uh there's some some error over here but the idea here is that becky should not be able to see uh the kb that was created in a different scope so the scope knowledge bases actually would restrict becky from accessing this article this knowledge base and even even if the system administrator logs in from different scope will not have so it's possible that becky has application access to application admin access to mim but if she didn't have that application administrator access to the mim scope she will not be able to see uh this kb and the the read or write access of this kv will be defined by uh the candidate and the camera that can contribute user criteria so the user criteria will define which users can contribute here so actually yeah this has been okay so let me that just trying it again have some time so right now this knowledge base if you look at the contribute access i'll first change this so let's say i add this particular role to contribute so only only these users can contribute and okay okay so basically becky can access this because the knowledge base is open to snc internal which is an internal user and becky is also an internal user but if you uh and this is because of a different plugin that's got installed for customer service but you know without any other plugins or any other restrictions uh if you uh if you set the scope that the knowledge base scope to a particular application uh then the read and contribute access will be defined based on the can contributor can read you have defined here and not based on the system admin or knowledge admin uh permissions of the user uh so sorry i'm going to demo it here but yeah that's that's how this feature is supposed to work so becky is able to access because she there's another role that has access to this knowledge base so without that uh if it was only uh this user criteria that was able to contribute then becky wouldn't be able to contribute because she's not a aw a manager right then so that's about scope knowledge basis and those end the demos that we have for this session uh we will talk about a few other features that we released in orlando uh just quick quick check for any questions till now hello no questions on my sidebar okay no question thank you so couple of other features that uh uh are really useful uh but not big enough to demo i'll talk about them one is uh scheduled article publishing so as you know before orlando whenever you send an article for approval the moment it is approved it directly becomes published and is available to the users it is meant for but without orlando we have added a new field called scheduled publish date so if you if you add a date and time to the student published that field which is there on the knowledge form if you don't see your knowledge form if it is a custom form that you have created then you can add this field to your form uh this is added out of the box you don't need any plugins except for the knowledge advanced so if you have knowledge advanced you should be able to add this date so uh if you if you specify your date on uh your knowledge form before you send it for approval then even if the article gets approved it doesn't get published before the date mentioned in the field if you uh by mistake put a pass date then it works like any other instant published article so the benefit is you can control when your article is visible to end users you can synchronize if you have any uh releases or announcements that you want your article to be published with it so this was released in orlando and is getting good reviews from the customers using it um the second uh feature that we want to talk about uh is knowledge blocks uh knowledgeblocks has seen a fair amount of usage in our customers uh but uh till or before orlando it only used to support the standard article template uh so the customers were using other templates other box templates or their own custom templates had this requirement to uh add the support for knowledge blocks in those as well and that has got added in orlando so if you so basically if you want to add a knowledge block to a template article you can do that you can create your own custom template and add your ad knowledge blocks there or you can you can do it from an out of out-of-the-box template so this really combines the two capabilities of reusable content of knowledge blocks and standardizing article formats using templates and hopefully this will be of this will be very useful for our customers uh so with that we have come to an end of uh the feature uh overview of orlando uh if you have any questions please ask on the community thread or uh on the chat here we have to have to take your questions okay thank you very much and again uh we hope that we see you on the community we have some other upcoming events coming soon so you want to find those on that community link that i've provided in the chat and we thank you all for joining us today