hey everyone welcome back to my channel I'm Robert Frederick it is so good to have you here because ServiceNow can solve so many problems you will always have more problems than time to solve them in so being a great ServiceNow architect or product owner not only comes down to solving the problems well but picking the right problems to solve and this is where most people start talking about business value or doing the work that's most important to the business but I've always found that difficult to act on it's kind of like when someone tells you to work smarter but not hard what does that mean specifically for me it comes down to asking the right questions and here's an example this post comes to us from the ServiceNow community where a user asks how to prevent knowledge rold users from affecting the view count of the articles that they're reviewing now I take nothing away from this user from posting it's an interesting technical conundrum but this is where you have to exercise your impact to the business muscle here's the questions that I would ask number one how big is the problem in this case what percentage of the KB views are false positives from the KB editors is this a problem we want to solve if it's only five to ten percent of the total KB views question number two how expensive is the problem how do these false positives change the amount of labour spent on knowledge management and what is the cost of that labor is this a problem we want to dedicate time to if it's only gonna save us five hundred to a thousand a year question three alternatives to customization can I change behavior instead of changing the tool in this case using the regular record view instead of the knowledge view can radically reduce the amount of false positives I found these questions to scale really well in my time as a ServiceNow architect and product owner remember now more than ever the problems you dedicate energy to will be every bit as important as the elegance of the solutions that you deploy learn the right questions to determine the best problems to solve if you'd like to sponsor this channels content contact me via the email address pictured here if you'd like to contribute to high quality high frequency content consider a donation if not I still appreciate your viewership consider hitting the like button and sharing with your network see the description for relevant links thanks for watching