this video provides a basic overview of cross fuses knowledge management turnkey if you're looking for more information about what's in this turnkey go ahead and check out the description you should find some links there that will take you to different parts of the video where we discuss different topics alright let's go ahead and get started first thing we're going to talk about is knowledge management in service now now recent versions of service now brought in some interesting new features so I believe this was in fuji service now introduced a concept of multiple knowledge bases right now we are looking at the homepage for knowledge management v3 that's where the new homepage or the new knowledge bases were introduced and you can see that we've got facilities knowledge IT and knowledge the basic idea here is that with service now really focusing on service management so in this case facilities being being shown right here and with the easy capability of creating new applications that came packaged with their own knowledge knowledge bases service now wanted to break everything out into multiple knowledge bases so that not everything was in the same spot now this is really great one small caveat about this knowledge base right here when you go to search for something and you see search results these search results with including their first X number of words showing you where your matches were etc these are not subject to access control lists acls so if you see if you have if you see a knowledge article here in the list that you don't have access to if you click on it it will bring you to a page where it will say you're we're sorry you don't have access to see this knowledge article even though the article itself showed up in the search results so that is a bug that we found we anticipate that this will probably be plugged at a certain point in the future but just be aware of it as a result at cross views oftentimes will say to people hey you know this this this homepage here is great but just be aware that it can be a little tricky with acls okay the next thing we're going to talk about is where our turnkey fits into the grand scheme of knowledge out of box functionality to start off I'm going to look at knowledge bases now knowledge bases correspond to those three three big boxes we saw a moment ago these knowledge bases right here are the records that stand behind those boxes that have all the definitions behind them just a point to point out to you here there is a column or a field rather in these knowledge bases that tell that says what release version this knowledge base was created on if you're upgrading from a pre fuji instance all of your previous knowledge articles that you've created will be placed into a new knowledge base record that will have a release version of two on it and so all of your old knowledge articles will still be subject to the old ACLs and how you do have you've done things in the past nothing should break during the upgrade process but eventually you might want to consider moving those knowledge articles over to a knowledge base that was created in a later version of service know specifically version 3 all right what we're going to do next is I'm going to open up the IT knowledge base and sort of show you around we haven't talked about our term keys functionality yet we're still exploring out of box functionality so in the knowledge base record here there's a lot of good stuff something I want to draw your attention to though is the can read and can contribute related lists these related lists both rely on user criteria user criteria are new as of Fuji in service now and what they are is basically a really flexible way to define custom groups of people so let me just open up this user criteria right here this is called all acne North America employees this user criteria record you can see has lists for users groups roles companies locations departments and you also have an advanced check box right here to be perfectly honest with you I've never actually had to use advanced because usually I can get exactly where I need to go with these lists now this check box over here on match all turns this from an or situation to an end situation so for instance if I were to come in here and say I want service desk and also have the acne North America with the current setup right now with match all unchecked if you are a part of service gray desk or you are a member of the Acme North America company you would pass this user criteria if I checked the match all checkbox that means that you would need to be a part of the service desk and a member of acne North America alright for right now I'm going to go ahead and leave this page so those are user criteria and we're really excited about them it's a step up from roles and groups directly you can really make very targeted groupings here now remember this because it's going to come up as part of our turnkeys functionality okay the next thing to be aware of is the owner and managers field so the owner of the knowledge base and the managers list here basically are the people that have jurisdiction over this knowledge base we use this in our turnkey and for some of our approvals and things so when you're creating new knowledge bases make sure that your owner and manager feels reflect reality and reflect people that you want to be gatekeepers for this knowledge base if you don't have someone that really fits that bill as a gatekeeper of this knowledge base then you might consider you might consider putting it into yourself as the suit as the system administrator or or what have you there but that's what those are used for the owner is the main person in charge and the managers this is just an additional list that you can use to bring more people into the approval process all right now we're going to start talking about our turnkey there are two fields in the knowledge base record publish workflow and retire workflow but i want to show to you these are used to link to workflow records workflow definitions and it allows you to define when someone clicks publish or or whatever the publish button is what should actually what we're close should actually run now this is really powerful this is really flexible because it means that you can have different processes for different knowledge bases now out of box you're going to get a couple of these workflows here and you should have knowledge instant publish knowledge approval publish knowledge instant retire I believe those are the ones the end yeah those those are basically the ones that come out of box what we've done is we've added the CF approval publish workflow so any workflow air any knowledge base that you want to behave as the rest of the demo will show you you need to actually go in and select CF approval publish as your publish workflow so we're working within the confines that service now is set up but we've got our own workflow that does a lot of really clever things so once you've assigned the CF approval published into the publish workflow reference field this knowledge base will use turnkey functionality from here on out alright the next thing we're going to talk about is creating a brand new article we're going to walk through the life cycle some things that we've done to this form here are I want to draw your attention to first off we are displaying the knowledge base and the category fields these two are related to one another and the knowledge base if you change it to something like I T which I'm going to do you will get the categories that correspond to that knowledge base so this field will change depending on how you've got it set up now I will warn you you the category picker in this in v3 of knowledge is a lot more fully featured so you notice that as I'm selecting categories I have the ability to dive through but I also have the ability to hit plus and when I hit the plus right here i can add categories at will that's really cool but it does lead to a situation where you can have categories that maybe you don't really love or where you've got people that are creating things that don't make sense so there is a feature of the knowledge base itself that you can turn off whether or not someone has the ability to add a category on the fly or if they need to stay with them already previously defined categories I'm going to leave you leave that up to you to find because that's not turnkey that's out of box so I'm going to go ahead and call this category excel in the IT knowledge base this field right here this is the published type field and this is a field that we have created as part of our turnkey it does it toggles between two values publish immediately and publish on a date publish immediately is by default and this means that as soon as this knowledge record has been approved we are going to publish it publish on a date by contrast brings up this additional datetime field and this allows you to select a date sometime in the future so if I wanted to say this is for our July one release date and I'm going to go ahead and put this at high noon this means that once this knowledge article is approved we will wait until this publish date to actually publish it this is very very nice this is a great feature when you've got things that where your process your approval process doesn't map to your goal I've process and you can stagger releases like this if you've got the documentation all set up already there's no reason why you can't create a new knowledge article and simply set it to Adelaide published date sometime in the future while we're on that topic let me show you the schedule that makes that possible what I'm going to do is go into our system system definition there it is and I'm going to open this up in a new tab so we don't disturb where we are in this flow I'm going to go in here and look for the KB workflow evaluator scheduled job this scheduled job is a very clever scheduled job in that it goes through and finds all of the all of the workflows where the associated record has a sub state of ready for release now this does this for both knowledge and knowledge versions which we'll get to in just a moment but what this means is normally a workflow only reevaluate swen its associated record is updated or saved so the workflow will get run again and if there's no update or save then the workflow doesn't really what this work what this scheduled job does though is every 30 minutes goes out and finds those workflows and triggers an update rather it finds those records and makes the system behave as though there was just an update so that this means that every 30 minutes your workflows can be reevaluated so that's where that magic is taking place and that's that's how that works all right back to the article here there's a few other fields that we've got on here are a few other pieces of functionality that I want to show you first off the short description takes advantage of our dynamic search so that as you are typing in things like what to do if your email is broken you can see other knowledge-based results this keeps you from treading on other knowledgebase articles and keeping your not it keeps you your knowledge base clear I am creating this in the excel category so I'm going to call this the ultimate vlookup guide it doesn't look like there is an Excel doctrine and it doesn't look like there's a kb search a result about the look or any of these any of these key words here so I'm going to go ahead and keep moving on down the field or the form the state field over here on the top right is locked down we really want you to track all changes and make all changes through the workflow finally we've got a couple of other things here including assignment group this is a custom field that we have created and the reason we have created this is twofold one we really do think that knowledge should not just be an individual endeavor really instead of having your author be your single point of failure you should have a group there as well so if this person is fired or goes to another job or simply moves to another group or whatever they're it doesn't affect how the knowledge base is set up this assignment group field is also used in the versioning process as this this group has jurisdiction by default as to what should happen with the knowledge base article moving on down to the knowledge content there is there are two form sections that we are showing on this page one is article details and one is additional information article details has the regular text field which is an HTML field as you might imagine this HTML field is very powerful you can do a lot of things like embedding photos and videos and code etc we have added a restricted text field to this article details form now restricted text is a very special form and its purpose is really to provide different levels of content to different audiences so for example if you have an article about your server setup maybe you want to add a blurb about how to actually restart a server with this restricted text you could put restricted text in and make it only available to the people that have a specific role say your your network administration team or something like that now restricted text will talk about how it's handled in just a moment but this is new turn key functionality and it's very very powerful to allow you to have one knowledge article that can simultaneously serve to different audiences the additional information form form section here has a couple of other things on it really there's there's there's only one new field here everything else is out of box so if you're interested in what display attachments an attachment link actually looks like go ahead and take a look at the at the wiki and other documentation really what this additional information form section is doing though is it is bringing a bunch of information together in a logical place the form fields or the field that we have added however is this you underscore CI meta or the related items meta field this will be filled in just a moment using a related lists at the bottom of the form so let's take a look at that I'm going to go ahead and hit save and go down to the very bottom of this this record here I'm now going to go to the affected products related list and click Edit this will allow me to select see eyes from wherever I want in the system I'm going to go ahead and select just a few random see eyes here a lot of Adobe tools there and click save now there is a business rule that reevaluate seeeeee what should go in this related items meta but I didn't actually change this record in the knowledge base article there is a scheduled job I that goes through on a semi-regular basis and will do what I'm about to show you but just for sake of time I'm going to show you what happens I'm going to go and add a space to the short description field and hit save when I do that the business rule is triggered and now the related items meta is filled with information from the affected product related lists this means that you can come in and linked to other CIS in the system and the related items meta field will be filled in with all of those affected products that you've selected this makes searching better if someone searched for searches for Adobe now they will find the ultimate vlookup guide article all right now at this point you you're you're going to be making a lot of changes you're going to be adding content that's pretty much the shortest part of this demo but the longest part of what actually happens in real life so everything that you might expect happens at this point the only other thing that you need to do at this point is add in some security around this article wreck on this article this is handled using a couple of different related lists by default we are showing can read and can read restricted text this is turnkey functionality you remember those user criteria we talked about in the knowledge base record can read and can contribute well we are using the same sort of user criteria for these related lists but out of box service now does not give you the ability to control knowledge record access add a knowledge record level the only at place you have control over it is that the knowledge base level so what we've done is we've added a couple of different related lists or many to many tables if you want to get technical to allow you to use user criteria at an individual record level what this does is it means you don't have to have hundreds of different knowledge bases and go through the ringer role of trying to decide what access level your article should go into and therefore what knowledge base it should be a part of instead you can use these can read and can read restricted text user criteria related lists to define access to this knowledge article while we're on that topic if you go and look at related lists there two other related lists that we're not showing cannot read and cannot read restricted text these are just a different way of handling access the can read and can read restricted this is a whitelist your name appears on the list you can read cannot read and cannot read restricted text is a blacklist and that means that if your name appears on that list or you've you fall into that user criteria then you can't read the content one other assumption here that you need to be aware of if someone passes that can read restricted text test so they pass the ability to read restricted text then we automatically assume that they can read the rest of the article so this is sort of a trump card if you can read restricted text then you can read everything alright at this point we are ready to submit for review so I'm going to click submit for review and what this will do is trigger that workflow that we had that we showed in the knowledge-based record a couple of things happen when you click submit for review the first is that a bunch of fields get locked down including short description text and restricted text this is by design because once you've submitted something for review you don't want it to be changed so your approver approves one thing and lo and behold it's changed to something different if I go into my approvals you'll see that i do have bernard laboy who is and actually in the management section of this knowledge base if you remember his name he was in he has actually the owner of this knowledge base and so by virtue of this knowledge article being in the IT knowledge base we are going to bernard here for approval now if there were any managers their names would show up there too in the approvals list but let me show you the actual custom workflow this workflow that we're looking at is turnkey and you can see that we right now are set in the approval step right here when you are modifying this turnkey this spot really is the place where you're going to be making the most changes so if your organization has more restrictions or fewer restrictions you can change this sort of approval section accordingly the rest of the workflow however it really should be left in place you'll notice that we've got a section here to check on for that delayed publication the publisher immediately or publish on a date functionality here so you really don't want to change that something also be aware of this is not a looping workflow really what this is is it is a pass-through workflow so it's looping in the sense that if you have gotten through all the publication and the state is still in a draft that will go back to the approval user activity here but what I mean is that if it gets rejected if Mark comes or sorry if Bernard laboy comes in and rejects this knowledge article it will move to an ending state instead of looping back on itself this is service nows functionality or rather this is their pattern this is how they want us to work because that reference field in the knowledge base record actually is used each and every time you submit a knowledge base our knowledge article for approval so it will spin up a new instance of this workflow so to avoid repeat workflows that are all enact active at the same time we simply pass through if if something is rejected for right now though I'm going to go ahead and approve for Bernard here and you'll notice that we have now moved to a ready for release sub-state sub-state is a field that we add as part of our turnkey so it is a funk it is a sub state of review so isn't sub-state or yeah so it's in a state of review sub-state of ready for release and it will stay here until one of two things happens the first is if I change the published type to publish immediately and decide that no I really do want to publish it now then it will move on through to a published state the other is if that scheduled job runs after july first at high noon then this will move into a published state so for sake of demonstration I'm going to go ahead and move this to publish immediately and we now will move into a published state and that is the first workflow of how to get a knowledge base article into a published state we're now going to talk about knowledge versioning and knowledge versioning is something that is wholly turnkey this is not something you get with service now's functionality so at the very top of this knowledge article we now have an info message that gives us the ability to click here to create a new version if we want we can also right-click on the top and choose create new version but something I want to draw your attention to at the very bottom in our related lists we have a knowledge versions related lists and we already have a version in here this corresponds to when a knowledge article is first published when it's first published we automatically create a knowledge version that's a snapshot of when it was first made I'm going to go ahead and click here to create a new version when I do that you notice that we move from a kb number to a kb v number this is a completely separate table this table inherits the task table and so it has all of the great things like assignment group and assigns to native but the nice thing is that this knowledge version doesn't interfere with your published knowledge article so you can have this version many other versions going all at once and it won't change what you have published so what I forgot to do I forgot to add some restricted text here so I'll go ahead and add that restricted txt and hit save but before I submit this for review i'm going to go back to the kb article when i do that you'll notice that I get a new info message at the top and that is there are other versions of this kb article in progress so if i have the ability to see this create new version message or you I Paula are you I action here at the top then i will get this info message here if I'm just a regular pedestrian user that cannot version this knowledge article i will not see these info messages so this is nice because you won't have people that can create different versions working in silos hopefully they'll see each other let me be able to see oh yeah there's there's a new version just to show you what i mean i can go ahead and create a different version of this and when i when i do so you notice that even on the version record it makes you contextually aware of the other version that's in flight so if someone comes in and creates a new version I'll know about it and we can discuss etc all right at this point we're going to go ahead and fill in all of our information our published type publish immediately vs. published on a date is also in play here to be to be honest I really think this is the place where the delayed publication date really shines so say you've got the ultimate vlookup guide in you know in flight right now a knowledge article that's being used by everybody but now I want to come in and start working on version 2 I can do that and work on it here in this knowledge version table without actually changing the knowledge base article it's in place so if you've got a new set of documentation that's coming out you don't have to worry about clobbering your old documentation and you actually will maintain the same knowledge base numbers and sis IDs which I'll show you in just a sec once you've done all of your content creation here you can click submit for review and we move into another workflow so let me show you that workflow now this workflow is a looping workflow in the sense that if a version is rejected we go back and wait for it to be resubmitted but in every other respect it really is very much the same except for who actually gets the approval in this case the approval went to the assignment group associated with the original kb article and so in this case I the assignment group the facilities request assignment group looks like I am the only person in that work or in that assignment group so i'll go ahead and approve this and we now move to a ready for release sub-state here and it will stay there until the date happens so in this case we've locked down the publish on a date field here for published type if you want you can actually go back and click roll back to draft this will move back into a draft and you can get rid of this publish on a date and then when you submit for review and approve it will move right into a published state so it's set up slightly differently if you want to mimic what's going on in knowledge management you can and and change the UI policies etc the assumption here is that when you're working in a versioning basis you don't want to clobber existing content and so by locking down the published type field here we're really preventing oops situation where someone comes in and says well I'm going to change this to publish immediately and suddenly you clobber your old kb article speaking of clobbering the old kb article if i go back into the knowledge base where this version came from and notice that we now have a new updated short description new updated restricted text and the original text is the same also at the very bottom of this knowledge article we now three knowledge version records to that are closed and one that's in a draft state unsurprisingly this draft state is the one that's reflected here at the top saying there are other versions of the kb article in progress but if i go down into these versions i have a couple of right-click and lists you I actions that I can take advantage of so for example if I want to compare to article I can right click on any of these versions and compare what changed between the current article and this version that i right clicked on I can also check 2kb versions and select Kate and compare versions so selecting them independently of whatever knowledge base article I happen to be looking at and the final thing I can do with these versions is I can go into a version record and select copy to new version the question we always get is can i revert to a previous version it was you know was it was approved wasn't it well the idea here is that every version should be approved even if you're reverting back so what we do is we say go ahead and copy to a new version and then push it through the same approval process and in the end it will revert back to what it was before but we have eyes on it every single time so that is the versioning process and it is completely turnkey that is not something that comes out of box with service now it's a very powerful piece of functionality and it makes working with your knowledge base very easy so that about wraps up where we are going to the technical part of this demo and that basically wraps up what our turnkey does from a from a demo perspective just to recap the knowledge turnkey does a couple of things first off we add a new a new workflow that you can use in your knowledge base records so CF approval publish that is new and this workflow should be used if you want to take advantage of our delayed publication functionality and use our logic for who should approve etc etc we also in our knowledge articles themselves have the ability to publish on a delayed basis we also have the ability to add related items meta which allows for better searching we have the can read and can read restricted text as well as cannot read and cannot read restricted text related lists the control access to individual articles instead of controlling access at a knowledge base level we also have a very robust versioning process that has its own independent workflow also it has the publish immediately and publish on a date functionality and has the ability really to go through and and allow you to modify a knowledge article independently of the existing knowledge article so you aren't going to delete anything on accident you can work independently you can stagger releasing a release of new documentation or knowledge and it provides good insight as to who's working on what versions and that right there is our knowledge turnkey I hope this has been informative thank you for your time