Knowledge Management Academy

The Knowledge Management Academy is a series of live sessions focused on Knowledge Management topics such as getting started, processes, roles, analytics, and deep dives on capabilities.

Every second Tuesday of the month at 12pm EST, register here.

View previous and upcoming sessions

NowLearning

We have two courses to get you started on your Knowledge Management and implementation journey. We recommend starting with the Fundamentals course to understand Knowledge Management in ServiceNow and then moving on to the implementation course. Keep in mind, there is a Guided Setup available for implementing Knowledge Management, so the implementation course is a great resource and supplemental material but for hands-on implementation pair it with the Guided Setup.

Courses for System Administrators or Knowledge Administrators

Knowledge Management (KM) Fundamentals (Beginner - 6 Hours - On Demand)

This on-demand training contains the following courses:

Knowledge Management Fundamentals - Getting Started

By the end of this course, you will be able to:

• Explain Knowledge Management, Employee Center, Knowledge Management service portal, and Knowledge-Centered Service (KCS).
• List key Knowledge Management personas or roles.
• Create knowledge bases and knowledge articles by using ServiceNow® templates.
• Explain the lifecycle and workflows of a knowledge article.
• Differentiate Knowledge base and knowledge blocks.
• Explain Knowledge Management internationalization.

Knowledge Management Fundamentals - Feedback, Metrics, and Reporting

By the end of this course, you will be able to:

• List the various knowledge article feedback features available in ServiceNow.
• Explain the Article Quality Index
• List the steps in executing the checklist
• Explain Performance Analytics, dashboards, and reports

Knowledge Management (KM) Implementation (Advanced - 5 Hours - On Demand)

By the end of this course you will be able to:

Describe each of the available knowledge management roles in ServiceNow

Customize a knowledge workflow

Enable and create knowledge article templates

Leverage field-level encryption for knowledge article templates

Create and manage a knowledge ownership group

Configure the knowledge management service portal pages

Add a knowledge base to Now Mobile

Create and customize an Article Quality Index (AQI) checklist

Configure Knowledge-Centered Service (KCS) functionality

Enable translation management and define auto-routing translation tasks

Create and modify synonyms and synonym dictionaries

Configure Search Engine Optimization (SEO) tags via knowledge article templates

Create and modify stop words to remove search query terms that do not produce meaningful results

Configure and modify partial match rules

Configure and modify the contextual search for incidents, cases, and HR cases

Looking for more Knowledge Management training?

Contact our Custom Training team for more information on the customized process user training and change enablement services solutions for Knowledge Management.