[Music] all right hello everyone thank you for joining I know we have some folks still kind of joining in but I do want to go ahead and get started um thank you for attending uh the Knowledge Management Academy so uh if this is your first time attending uh maybe you've been on a couple of other ones in the past um this is an academy series that's purely focused on kind of using knowledge management within service now um so it's a newer Academy series that we have out we just launched it in January uh and kind of what we're focusing on um are just different areas there's a a getting started session that we did in January that you can review um we did a Washington DC session uh we really kind of took a look at the knowledge V3 um homepage deprecation that you may have seen in release notes and really kind of talked about what we were going to do um with the Knowledge Management Service portal and did a deep dive there um so this session it's titled processes and roles deep dive what I really wanted to do for this session um is take a look at a lot of the different roles we have out there you know you see the product docs you see a huge table of roles and kind of a description but really kind of mapping them and aligning them to our processes just to get good kind of visuals and a good understanding of where these different roles will come in so that's what the session is going to be today um before I get too deep uh let me go ahead and just go into our Safe Harbor and our housekeeping in uh and then we'll get into our content so you've seen this before on multiple cies or other webinars um just our Safe Harbor notice in the case that I speak to any kind of product functionality that we haven't released yet um or is forward-looking just not to make any purchasing decisions based upon um the session that you see today and then kind of get to get into our housekeeping um so if you've been on other cies in the past you know we asked that you use the Q&A uh for questions this really helps me track them along the way I will be answering them live um and then also at the end Zoom sends me a nice transcript of all the questions and I do take them and transcribe them and put them on the event in the community that way you can refer to them after or if you're searching for them in the community they're available for you as well um I think we're going to have a lot of good chat uh in this session since we are talking about processes and roles and this can differ so much between different organizations this might be a really good time to use that chat U kind of talk about questions that you might have for other um you know members who are joining or other kind of companies that are out there that are joining or just to kind of discuss your processes um just to kind of have that that side interaction there um aside from what I'm presenting and then of course this session will be recorded uh and I'll edit it and then post it on YouTube a few days later so you'll see all that packaged up that recording the slide deck that I have here today and then that Q&A will all be available on the community for you um we do have a product Hub it's underneath now platform uh it's called Knowledge Management and we have different like little tiles that you can go to to access that information and I'll send a link out in the chat um before the session ends just to get you that that link so you have it handy um so today's goal I like to start out with a goal on these just so you kind of know what to expect and what you're going to get out of this session so really the goal for today is to explore the different roles that we have for Knowledge Management and how align to kind of the out of boox processes and features that we have um like I mentioned you know I know that uh there's a lot of deviation out there Knowledge Management in general uh outside of using it in service now is a really kind of mature and robust kind of practice it's been around for over 20 years so there's lots of different flavors of um Knowledge Management methodologies and practices out there so you may be using one that looks um kind of close to or out of the box one you might have a different one that you're using you might even be um someone who's using what we call Knowledge centered service or KCs and using that methodology which I'll cover just a little bit so um again this is really going to kind of stick to the outof the boox stuff that we have uh and kind of how we've built it but I know that there's a lot of kind of gray area and a lot of discussion out there for things that you can do um with service now and Knowledge Management so this session is going to be really good for those who are either implementing Knowledge Management and service now maybe you're migrating over from another system um maybe you have customizations right uh Knowledge Management it's been around in service now um since 2004 we look vastly different from then but there's a lot of customizations and a lot of things that have been built along the way we have customers who have been with us for a while so maybe you're looking to go back some more kind of out of the box and kind of green fill processes and methodologies and kind of want to know what that looks like as you're revisiting that and implementing that along the way um so again with questions I will kind of pause and and look at them uh as we go I'll try to answer as many as I can live I do have a lot of content here for you today so if I can't get to them I'll definitely take them offline and answer them um but I'll kind of pause throughout the session and answer questions as um you know they they relate to the section that I'm presenting in um before I get started I just see a question in the chat where can you find the February session um so I'll post that link in the community again it's the Knowledge Management product Hub um you'll see a tile that says acmy and training there and then there's a link into the acmy and all of them are posted there um I can go ahead and throw that in the chat real quick too before I get too deep in so you guys can start exploring that um there we go so that's posted there so do you want to go ahead and just get started um we're going to start out with the personas and the different kind of roles and then we're going to kind of roll into different processes from there at the end I am going to touch base on KCs it's not going to be a very extensive KCs conversation I kind of want to cover some terms and just some overview um but if you kind of want more of a full understanding of KCs um I do recommend kind of going to the Consortium for service Innovations website uh and finding more there and I'll I'll explain that and kind of link to you in that section there so um so getting started with kind of our personas here we have a couple of different ones in kind of out of the box Knowledge Management and service now um again you know you may be following something that looks very similar to this you may have some more roles that are out there depending on your your processes and practices some of these roles May overlap for you um you know let's kind of start with the knowledge process owner so this one this person is really kind of responsible for your your whole knowledge kind of process and practice across the organization despite how many knowledge bases you have despite how many departments are really kind of onboarded this person really oversees the knowledge management process um they kind of Define the business outcomes and the kind of success metrics that they want to see out of Knowledge Management and they also align those outcomes to your higher level business outcomes for the entire organization just to make sure that Knowledge Management is aligned with that um they may work with other process owners like Incident Management or change management or customer service management to ensure that kind of the knowledge processes and what we're seeing out of them align with what they'd like to see so a lot of Cl cross collaboration there um they work really heavily or they may be the knowledge admin so a knowledge admin is a dedicated role that we have um this role really can configure the knowledge management application at large um so not just specific knowledge bases but kind of what that process looks uh across the entire application so this person um could be a dedicated role um if you have a larger kind of implementation if your implementation is kind of small or you have smaller Knowledge Management practice you might not have a dedicated person for this so it might either be the process owner or it could be a system admin um but really this person is just kind of responsible for kind of doing that kind of administrative work on the knowledge management application uh and they kind of get that direction from the process owner if that's someone separate from them um you have your knowledge manager roles so this is going to be kind of one of your key roles in your Knowledge Management practice right this is the person who's responsible for the daily activities and the health of a scied knowledge basis um you have your knowledge authors or contributors so those individuals despite whatever role they kind of play your organization they're the ones who are kind of creating and maintaining those articles uh your users so this could be agents employees customers you know vendors basically kind of anyone who uses knowledge uh and then I put these reviewer roles at the bottom um so knowledge coach and knowledge domain expert and we'll drill into them a little bit deeper but these were initially created to support KCs or knowledge centered service these are more knowledge centered service roles but they do have capabilities to do things in in Knowledge Management that don't require KS they can do kind of quality reviews and things like that so you can kind of reuse these roles if you're not a KCs kind of program customer uh and utilize them in your processes and we'll get a little bit deeper when we go through each of the the process section um good question uh we have here in the the Q&A is the knowledge process owner do they not have a specialized role or is it the same as knowledge admin there really isn't kind of a functional role or a technical role in Knowledge Management for this person so you know again if you're wanting them to get kind of more handson in uh configuring they could have knowledge admin um if you want them to just kind of see dashboards and things like that they could perhaps have knowledge manager but probably knowledge admin is going to be the best fit for this person so they do have access to see the metrics and the dashboards and can kind of do the administrative things that they need to do um but there's no dedicated role um specifically for the process owner um so these are really kind of good reference slides I kind of built these out because this will be sent out after and I wanted to kind of have this clearly kind of marked for y'all and that way you can quickly glance at it and kind of break it away from what we have in the product docs um and we'll go through each of these in the process section but um kind of at a high level you have your knowledge admins right they can configure those Knowledge Management Properties um they may act as knowledge managers it really depends on the scale of your practice and your program um they can configure ownership groups um they work kind of closely with your knowledge managers to get different requirements right um if you have workflows that you need to be configured um this person can assist with that and get those requirements from your knowledge managers uh and then also for templates too knowledge managers can build templates but this person can too so um you know knowledge managers can do a lot of what a knowledge admin can do but there are just certain things as far as configuration and ownership groups and workflows that knowledge managers just don't have the technical um ability in service now to do uh kind of going into knowledge managers so these folks again are really responsible for kind of the the help and daily activities of their knowledge base so they may be assigned one knowledge base um you could assign this person to multiple knowledge bases you could have uh multiple knowledge managers on a knowledge base it really kind of just depends on kind of what your organization looks like and the scale of it and how many knowledge bases that you have um so these folks are really again responsible ultimately for kind of the overall quality and health um of their knowledge base if you're using a approval workflows they come into play there if you're not using ownership groups so they all kind of be the reviewers and approvers through your approval workflows um they may seek kind of domain expert or subject matter expert advice um for articles to kind of validate them to make sure that those really kind of technically deep um articles meet kind of the content standards that they have out there um they do create article templates um so to kind of maintain consistency across the articles in their knowledge base they can create different article templates for their knowledge base and kind of give direction and guidance on when to use them uh and ensure that they are being used and then they're the ones who kind of go into our dashboards and look at the metrics that we have out there um whether it's life cycle metrics or uses metrics or other ones that we have out there they're the ones who are going in and using these mainly to ensure that their knowledge bases is is healthy um they know how their knowledge base is being used they know kind of areas for opportunity in their knowledge base and they kind of know how to communic Comm unicate um how their knowledge base is doing and the success or the opportunities to that process owner uh then you have your authors right they they're the ones who are creating articles so they can have you know can contribute access um or can read access as well um to different knowledge bases so they're creating the Articles they can create uh knowledge blocks if you have that ability enabled on the knowledge base and they also feel different feedback tasks so if you're using feedback tasks um they can take a look at those individually there if you're not using ownership groups um some more personas I want to dig into so those two kind of KCs ones that I mentioned for reviewers the coach and domain experts um again they're really more heavily utilized in KCs but they do have again technical ability to do certain things without um KCs if you want to use them so your coaches can take a look at what we call the article Quality Index um so this is a checklist that you can attach to a knowledge base um to have different items that they kind of go through and check off to get a score um just to ensure that that that article meets all the the checks before it's published um so this person um the coach or the domain expert can do that they also contribute to the knowledge base themselves by writing creating articles um coaches kind of help with best practices um you know for different authors and kind of communicate best practices out there and then your domain experts really are kind of responsible for their area expertise so kind of a an analogy I want to give for that um to kind of think about a domain expert maybe you have a service portfolio that has lots of different business services and service offerings this person would kind of be the subject matter expert for that kind of business service structure and all the service offerings and all the articles that kind of go along with that so they would really kind of be taking care of that area of the service portfolio right to make sure that that business service is accurately represented in the knowledge base and that there's articles there and that the articles are relevant uh and or a quality um to be able to be used so kind of think of your domain expert in that area um when you're not using kind of KCs and KCs um does that a little bit too you do have your agents or your um users so your users are agents um employees customers really anyone who is using knowledge whether it's on Portals mobile or workspaces or the classic environment um so they do different things depending on their roles but mainly they interact with knowledge they provide feedback uh and they report different kind of knowledge gaps that may be out there so a knowledge Gap is kind of an incident case or other record type um where there is no knowledge article available um that would be a knowledge Gap uh and we do kind of have functionalities put in place to kind of report that and get those taken care of and I have a few more personas I do see some more questions in the chat let me get through these um two personas here so our ownership groups um we have different roles that you'll see in the product docs for that we have our knowledge group manager and our knowledge group member so um ownership groups really help to kind of distribute the work um that a knowledge manager typically does um so you'll see ownership groups if you're using the Knowledge Management Advanced plug-in uh you can enable a system property um to turn these on and you manage them just like other groups so just like other assignment groups that you have um in your in your instance for different processes you'll have knowledge groups you can re use groups it's just a group type that you add on so if you have groups existing already you don't have to create new ones you can um but you can reuse groups to be ownership groups and these groups really kind of help with those feedback task they help with the approvals um that are coming in Via approval workflows they're kind of responsible for managing their subset of knowledge articles right um so an article or a knowledge block can be assigned to an ownership group and this group really is responsible for making sure that those articles are relevant um you know they have the quality they have the content there uh and really kind of working closely with that knowledge manager to make sure that those groups those sets of Articles um meet those standards so um this is a really kind of good slide that I put together so ownership groups are really kind of meant to help distribute the work right um you know in the past or if you're not using ownership groups you might have a scenario where you have a knowledge manager or a couple of knowledge managers and they're really kind of attempting to manage one or more knowledge bases that might have hundreds to thousands of articles with individual authors so that is quite a task for a knowledge manager to really communicate and contact and keep track of so many different articles with so many different authors um especially when uh approvals come into play too so if you have a lot of uh workflow approvals coming into a knowledge manager they might get backed up on that uh also kind of feedback tasks going into individual authors you might have bottlenecks on that so ownership gr groups are really just great for kind of Distributing that work right they your knowledge managers kind of work with your group managers to kind of check in with them kind of see where how their groups articles are going kind of you know speak to that ownership group member to understand are there any kind of issues with feedback task or approval workflows that are going on um you know your knowledge ownership groups they take those feedback tasks um they distribute them amongst group group members so you have more than one person dealing with feedback and feedback tasks now so you can resolve those a lot more quickly um approval workflows you have more than one person uh reviewing articles now and taking care of approvals so really just kind of reducing that operational burden um putting a lot more eyes on knowledge articles that belong to them uh kind of having that kind of collective ownership within that group uh and then also that kind of operational bottleneck stuff right where you might have an author who's just too busy has too many things going on to take a look at task or approvals maybe they transfer to a department and now that article hasn't been updated yet and those things are just going somewhere not being dealt with or maybe they even leave the company right and then you have to retroactively figure out who should own that article ownership groups take care care of a lot of that stuff um so that way you don't have to worry about it there's always someone who is kind of caring and nurturing for that part of the process whether it's an approval a feedback task or even just looking at those articles and making sure that they're up to date um so before I get into processes I did see a few more questions come in um let me just take a look at these real quick I think I see some on Rob Map items um for case deflection I do have actually some information on that at the end so I'll save that one for the end there um Ka approval workflows on knowledge bases is it possible to allow direct publish and approval publish based on roles I have a workflow section I'll get to in just a moment um and then the next one is for ownership groups so is it recommended to have both the knowledge manager and knowledge role on one group uh for instance we don't want the author approving the Articles they created for kind of quality check and separation of Duty what would you recommend so that is a good question I was going to insert a slide to take away on this so ownership groups um they do uh they do have the knowledge role themselves you they may not have the knowledge manager role most of your members aren't going to have it your probably your knowledge group manager isn't going to have it they're just going to have the knowledge role that allows them to contribute and then all those kind of can contribute uh user criteria come into play um but what I think the ask is that you don't want ownership groups self approving um so that is a property that you would have to set so the ownership groups the ability for them to self approve their own articles um is a property there so I I think that answers the question uh if you don't want them to self approve uh and they the approval still have to go out to the group at large I mean someone in that group still has to take it and approve it uh you might have to build some logic in on that but kind of the answer would be to not set that property um if I'm not answering your question just let me know we can kind of take this one uh offline a little bit um and go from there um let me go ahead and get into the p Sona or the the processes part I do see some more kind of questions coming in uh and we'll see if some of these kind of answer those questions as we go along so we do have different kind of processes again this is not KCs this isn't knowledge centered service um some of the terminology we did reuse and it does look very similar but we've kind of broken this down into five different steps in the knowledge process when you're kind of looking at our out the box features and capabilities so um you know like I mentioned if you're using cas that terminology is similar but it's not the double Loop um kind of process that it has I'll cover that in just a little bit um but let's go ahead and get into kind of structuring our knowledge bases and kind of the roles that align with that so you have your knowledge admin right so this is a person who can um set those configuration properties um they can create knowledge bases so there is a request item for that um so this could be you know again the system admin or it could be a dedicated person or the process owner um they can uh configure workflows in conjunction with kind of requirements from your knowledge manager and they can create and maintain those ownership groups so there's request item for that there's kind of like a workflow that happens on the back end for the ownership group so it isn't solely manual process of them going in and doing it we do have features in place for that and then you also have your knowledge manager so you know kind of once your knowledge base is scaffold and set up and your knowledge manager's been assigned to it by your admin um they really kind of go through and Define that unique category taxonomy they create those templates that they want to use they'll assign the user criteria for who can read and who contributes uh if they don't have the user criteria that they need they'll kind of work with an admin to get that created and then they can assign it and they really just kind of go through and set all the attributes on the knowledge base so there's different ones right you can decide if you want to use knowledge blocks um you can decide if you want different types of feedback on there so if you want the ability to rate things Market is helpful unhelpful and a lot of different attributes that um are found on the knowledge base itself um they can define those they have the permission to do that they kind of are taking that that role alongside the knowledge based owner of of owning that uh and then of course they give this requirements for approval workflows to your knowledge admin um hopping into workflows real quick since we're kind of talking about those um we do have kind of four out of the box workflows that you can use so we have an instant publish and an approval publish so instant publish right no checks need to be done let's just go ahead and instantly publish this um your approval publish right there's some kind of check that needs to be done if you're not using ownership groups out of the box that's going to go to your managers uh and your knowledge based owner so there's fields on that knowledge based form that it'll go to if you're using ownership groups it is going to go to the ownership group instead of these folks so that's kind of a differentiation in how that workflow Works um if you need to use something other than our out of thebox workflow we we know a lot of customers have different approval scenarios and things they want to build in a different Logic for routing you can um copy these um you know clone them make your own or you can call this subflow here and make your own we just suggest kind of not you know uh editing the out- of the- boox one uh we suggest really kind of copying it and configuring it to your needs and then just attaching your version to the knowledge base itself so each knowledge base can have their own um publish and retire workflows so it can be different across your it and HR and different knowledge bases they don't have to share the same one um but we kind of give you these approval ones and these instant publish ones kind of out of the box as templates to use or if you want to use them for your processes same for retire um two different workflows instant retire and approval retire same deal with the ownership groups um if you're using them they the approvals will go there um some caveats here is that if an article is retired your knowledge based owners and managers can still see them but they won't be available in search so if they need to do something or retrieve something from that article they can still do that even if it's after retired other users won't be able to if you're using translations um we kind of use a parent child kind of relationship with that so if you retire the parents um we're not going to retire the children you kind of have to go through and do that all individually so I did want to kind of called that out on these retired workflows here uh I think I did have some kind of questions relating to uh workflows here so that one from is it possible to allow direct publish and approval publish based on roles that would be a configuration that you would make you would check for roles right within the version that you make of your workflows uh you can say does this person have this role does this person have that role and if so kind of create your logic and do it from there so that's where you would do that kind of do that checking in your workflow itself and let's see so another one ownership groups is user criteria used to so um you do your ownership groups do kind of have to have that can contribute access to the knowledge base um when an article has an ownership group that ownership group is the only kind of group of users that can edit it at that point so let's say that you have an article and it has an author that isn't in the ownership group so this this person authored it they sent it along for any kind of approval workflows it's published now um but there's an ownership group on it um but you know that person isn't in it they won't be able to edit that article someone in the ownership group would have to do that um we do kind of an an override system property um you can kind of change that behavior in there so you do have options to kind of override that if you want to have that ability for that person not in the ownership group who's an author to be able to edit the article but but out of the box that that property isn't turned on so um a lot of great questions about ownership groups uh I do have a knowledge kind of Academy shorts series that I'm starting you may have seen one on the service portal where I'm kind of taking things like this like knowledge blocks um the Microsoft Word addin was one and now it seems like ownership groups is a really good subject too where we kind of create a less than 10 minute video and get really deep into all this stuff right let's just pull out everything about ownership groups and talk about it so um if I don't get to your ownership group questions in this session I will put that on the table to get an academy short video out about that shortly um so kind of going in we we've structured our knowledge bases right we got our knowledge set up we're ready to start using it and populating it um getting knowledge articles in there so let's kind of talk about the knowledge article life cycle that we have and then we'll get into each of the processes in that life cycle your life cycle may look the same it may be different right it really kind of depends on what you're using um so if you're not using approvals you may not have review um you may not be using schedule for publish that's one that we have in there with the knowledge Advanced plugin so you might just have draft published and retired you might have more um yours may look similar but this is kind of an the Box you know one that we have and different capabilities that we have built around it and kind of getting into capturing knowledge so our draft and review stages there in that life cycle right this is where we really kind of create articles or use external sources to populate them so that's why I included that that knowledge admin role here um because you really don't think about knowledge admin a lot when it comes to creating articles but this person can um work with system admins to bring in those external Integrations whether using AI search um or we have external content integration you may have seen that in the product docs that's kind of an older Helsinki era functionality built for Zing search um so if you are looking at the two and wondering which to use I would Veer towards using AI search and external sources it's newer it's got more functionality we're putting more enhancements out this external content one we're not putting many we're not putting really any enhancements out for it it's just older kind of use case for kind of an older kind of Legacy search that we have out there so that's kind of differentiation in that uh and they just make sure that kind of working with their knowledge managers that whatever external kind of content that they're pulling in it's up to date um people have permissions to see it and it kind of matches the audience of the knowledge base itself right is this appropriate material for this knowledge base right we don't want to pull a bunch of policies into maybe an IT TR troubleshooting knowledge base just things like that just to make sure everything kind of syncs up um your authors again are going to be big players within this stage they're the ones really kind of creating those articles and either creating them from cases incidents or different record types in there uh if they're using workspace or classic environment they may be going over to that all menu to create in there and do that too they may be importing them um from Word documents they may be using the Microsoft Word addin so we have a bunch of different Avenues to get those articles in um and they can use article templates here to really kind of maintain the consistency so you know whatever knowledge base that they're creating them in they'll see the art the templates kind of available within that knowledge base uh and and really kind of should know via best practices and guidance which want to use for those different use cases um if they are if you have knowledge blocks enabled on a knowledge base they can create and maintain them here as well so that really kind of depends on your organization if you're using knowledge blocks kind of the communication and training that you've set up to use knowledge blocks uh and you do kind of have to set that attribute on the knowledge base but they can do that here as well if they find that whatever they're creating is more kind of reusable content or maybe should be permission based um they can do that here and then finally kind of linking articles to any configuration items or catalog items or other related articles should kind of be done in this stage as well um by that knowledge author um so for ownership groups um again we have our authors they're the kind of the individual people creating the Articles you know we kind of talked about the differences in using individual authors and maybe the pros and cons there versus ownership groups um same here your ownership groups are are probably going to be a bunch of authors so they are creating those articles um but what kind of sets them apart here is in that kind of review stage where we had those um approval workflows uh and now those articles are starting to be approved your ownership groups are going to come into play where they're reviewing those articles making sure that the content is there the formatting is correct um there's readability and that we're not creating duplicate articles right um ensuring that that check is there um so that we don't have a bunch of duplicates submitted for uh an issue if you're using um reviews and kind of what we call article Quality Index um which I'll get to in the next slide here um this is where you can really kind of reuse those coach and domain expert roles uh and kind of have those quality checks on your articles before they get published so there is a a UI action for that or a button that someone can just manually click um this might also be an interesting thing to build into your approvals right if you're a little bit more kind of mature in the process and how you use these checklists you might want to start working them into your kind of configured in custom workflows and kind of launching them from there so you have a lot of flexibility and whether if you want to use this role um and kind of how you want to do those reviews um with the aqi checklist um so you know been talking about aqi a lot um so I want to provide a visual to it and kind of an overview so um an article Quality Index checklist it's a a weighted checklist basically um of different kind of questions and things to check in a knowledge article um to make sure that that article passes those right so each individual knowledge base can have its own checklist you can share checklist across knowledge bases um we have a default one for you to use that we've kind of based upon um KCs um kind of best practices in their checklist so the default ones a really good one to go off of um but your reviewers will come in here and use this either before a knowledge article has been published that's kind of the main use case for it or you can use it um you know within that approval workflow or you can also use it if you're doing kind of audit based reviews let's say that you kind of have some kind of auditing Cadence or auditing strategy for articles in your organization and you want to kind of put some functional tooling behind that you can use these there as well they're pretty flexible and how you can use them and when you can use them uh and like I mentioned you can go through and kind of create your own questionnaires and really kind of make them um different for each knowledge base so again you might have one that's different from itsm versus an HR knowledge base if you're looking at this from a KCs standpoint this is going to be your main tool of your coaching program this is what your coaches use to work with um those kind of candidate personas or those kind of beginner personas to walk them through what they should be doing um in a knowledge article and walk them through this checklist during that coaching process so um I know that the consortium's website has a lot more information on the the coaching process I'm just giving you a oneliner on it but that's kind of what they were originally intended for but you have the tooling and you have the functionality to use them outside of KCs I want to make sure that um you know we kind of highlight that and and make you know non-cs customers aware that this functionality exists and it can be useful to them I do see um some questions coming in uh let me see if I can kind of parse through these um so I'm going to hit the aqi ones first since I just talked about it um is aqi available on itm standard so aqi is a Knowledge Management um functionality and Knowledge Management is a platform functionality so it's um available to all your workflows there are some paid things like knowledge demand insights that require kind of um Pro subscription but aqi is available to itsm standards available to CSM and hrsd um most of Knowledge Management you know is platform meaning it can be used in all of our technology workflows but with that if you have questions you know reach out to your account team and they can find that information out for you uh is the aqi dashboard out of the box uh I will touch base on that in a moment we do have a dashboard for that um what's the functionality behind aqi um so reporting metrics so I think that's a big one that I'm getting a lot is how do you find out how to report on this so let me answer that one in just a little bit um I know I'm kind of getting a little low on time so let's go ahead and kind of go through some more of these slides to get to those dashboard slides and then I'll kind of field some more questions after that so improve knowledge um so this is going to be kind of our next step in the process where we kind of take a look at articles uh and make sure that our knowledge base is healthy right and up to date this is really kind of where your ownership groups come into play a lot in Fielding feedback tasks um updating their articles you might have a set review Cadence to do that or they it may be ad hoc kind of whatever works best for your organization uh you know retiring articles and knowledge blocks as necessary ver via you know ballot two dates or other kind of logic that maybe you put in um they're working here to make sure that you know there's not a lot of duplicate articles within their ownership group um you know they can create new versions if you're using versioning and then also working knowledge gaps so kind of this those tasks that have been created when there's not been a knowledge article found for an incident or case um this is kind of where your ownership group folks will come in to create those articles and ensure those articles are created same for your author a lot you know a lot of the things that your ownership group can do your author can do we're just at that kind of individual level now so they do you know a lot of the same things as far as um working task as needed creating article versions as needed you know retiring their articles as they need to um you know kind of getting down to a micro level they may look at kind of Search terms that they're using to find articles or useful context as they're working cases um so if you know if they're working a case and they use an article that they have the ability to edit um they might want to go ahead and just edit that article right in in context and add those Search terms and add that helpful information while they're working that case that's more of a KCs kind of practice um and they also kind of go through just like ownership groups look at valid to dates and and update those articles by the Cadence that's been set by the knowledge manager not very prescriptive a lot of flexibility there right it's not we didn't put these hard and fast rules in for when articles should be reviewed uh and put a lot of logic in because that can be so different across organizations um but the capability is there for you to put those in uh and use these different kind of roles and different kind of processes to enforce them so for the um domain experts and coaches here just like in the approval process um you can use aqi here as well right um again it's mainly used for review and approvals but if you're doing kind of article audits for Quality like quality audits or maybe even kind of just random spot check audits you can use your coaches and domain experts here to to do those reviews um that is you know the ability to do that um your domain experts here too would still create those articles from knowledge gaps right so if there's some kind of knowledge articles that are missing for maybe that domain experts kind of process area or their kind of service offerings and service portfolio this is a good chance for them to take those knowledge Gap tasks and create those articles and fill that Gap um to improve that knowledge base uh your knowledge manager here they're going to work with the different authors and ownership groups and domain experts and coaches all these different roles really to kind of ensure that um you know articles are up to dat and they're relevant and their quality that those feedback tasks are being addressed in a timely manner uh and those gaps are being addressed in a timely manner so you can kind of really see there's a lot of things that knowledge managers have to keep track of that really using ownership groups help them do that because they have that group group manager person kind of helping them delegate that responsibility rather than them having to go out and do it individually um but you know if if that if you're not set up for ownership groups you kind of can build in different mechanisms to help that kind of knowledge manager out uh and automating some of this so um also too within improving uh you can kind of review metrics um such as kind of unsuccessful searches uh and navigation paths to kind of understand what your users are doing and why they can't get to a knowledge AR or maybe they do see a knowledge article and decided to create a case as you know instead kind of why why is that going on what are the trends in that and what do we need to do to kind of um deflect those cases or incidents from getting created uh quick slide before we go into content help just on feedback right so this is where your knowledge users come into play in the improvement process we kind of talked about all the other roles and how they can take care of their articles and update them and reviews and things like that but your users are the ones who are you know putting that feedback on your knowledge article so if they're flagging it they're creating a feedback task that's by default um they can rate articles mark them as helpful or unhelpful and add comments so this is just a really great valuable feedback that your users are giving to you to help improve those articles uh and you have those mechanisms to close the loop on that uh and this can be done from a variety of uh interfaces right they can leave feedback on Portal like employee Center service portal in Mobile um your users might be agents they might be leaving feedback in a workspace so um work feedback can come from a lot of different areas uh and this is kind of where you the process you use that feedback right when you're improving your knowledge articles you take a look at the feedback and you make any kind of adjustments as necessary there all right so content Health a lot of questions on dashboards for sure I think this is going to help a lot of them uh I will preface that I only have two slid on this but I will have a Knowledge Management Academy session completely dedicated to all the dashboards that we have out there when to use them why to use them what to expect out of them so if I'm not going too deep on this today that's okay we'll go a little bit deep later I just want to kind of give you that overview so this is kind of where your knowledge managers are really uh key here right reviewing these dashboards and reviewing this data uh and kind of getting processes in play or communicating with teams or communicating with the knowledge process owner on what needs to be done so we have lots of different dashboards um you know some are paid some are um out of the box some would come with your different um workflow subscriptions that you have out there um so we have a lot of different dashboards that your knowledge managers can use um to kind of review um those articles they can kind of set Cadence you can expand these dashboards as needed so just like any other dashboard uh in service now you can add your own kind of reports and widgets there um they can use these dashboards to really kind of identify maybe high and low performing articles and make decisions based upon that um they can look at feedback from here and again this is kind of where they take that really high level look at their knowledge base and how it's doing make those decisions um make the communications they need to do and then also kind of work with that process owner to ensure that their knowledge base is aligning with those business outcomes so here's great visual on all the dashboards we have out there um real quick you know we have our overview dashboard this is more reports so it is a free dashboard it's been around for a while a snapshot in time right of your life cycle your feedback your usage so really helpful dashboards got a lot of good reports in there um we have our uh Knowledge Management dashboard uh so this is a performance analytics content pack dashboard so a lot of the same things as the reporting one but using PA indicators seeing Trends this is where you're going to see kind of click-through rates we have an unsuccessful searches widget we have an aqi widget on here so I know I got a lot of questions about the aqi on that one um so this is kind of going to be where you're going to go to check aqi out of the box not to say you can't build in your own reports uh and put them on this dashboard you can but if you were looking for something out of the box this dashboard is going to contain it um knowledge demand insights this is kind of your knowledge gaps dashboard so this is built off predictive intelligence it uses machine learning and clustering so kind of what that does at a really high level let's say that you have maybe like 25 cases that are all similar or 25 incidents and none of them have knowledge articles attached um that clustering is going to gather you know all those cases together out outside of your like you know hundreds of cases right it's going to Cluster those together uh your knowledge manager can go through and create a knowledge Gap from there uh and kind of assign that out via routing rules to whoever needs to do it so you know uh at the end of the day kind of outcome of this is whoever gets that kind of knowledge Gap or feedback task they know that they need to create a knowledge article and here is the 25 similar cases that support why that article needs to be created and how you can pull information from that um very manual right now a lot of exciting things coming out uh on the horizon on with J on this so kind of be tuned Safe Harbor on that we are looking at enhancing that um self-service deflection that's one I get a lot so you'll see kind of in these two dashboards we don't speak to self-service too much right these are kind of more knowledge manager processes but we do have um a CSM self-service analytics dashboard and then itsm and HR Service delivery has their own dashboards as well that have out of the box self-service deflection type uh widgets put in uh and they do use what we call the self self-service framework so an underlying framework that has different patterns when you install these plugins it's going to install that stuff out of the box for you so before kind of going in and deciding to kind of build your own self-service deflection type reports and things like that see if you're licensed for these and start checking them out first and let them install all the out of the box architecture for you and then kind of build off there um any questions I'd say get with your solution consultants and we can get you demos and stuff on them um but self-service are kind of going to be driven out to the products and the processes that you know knowledge is supposed to be deflecting for rather than us kind of housing it in these dashboards if that makes sense um user experience analytics and AI search analytics so I mentioned navigation paths so kind of tracking how your users are moving through employee Center or mobile or next experience are they searching are they finding articles are they looking at articles and then creating cases like kind of what's going on what kind of Trends do we see with that what do we need to kind of do to reduce that and then AI search analytics kind of really getting deeper on the searches that your users are doing with the AI search the terms that they're putting in how they're clicking um different queries so a lot of powerful kind of um metrics in that another good reason to kind of switch from Zing search to AI search if you haven't already because our Zing search reporting capabilities are more table based and they're more limited than what you're going to get with AI search so um there is an AI search Academy that can go deeper on this dashboard and I'll discuss it in a future Academy as well um so I just saw a good question here what does KCs stand for I know only got about 10 minutes or so it's been kind of a lengthy session so KCs is knowledge centered service um and it's just a methodology that's been created from the Consortium for service Innovation um so that's a kind of an overall governing body made up of you know a lot of different customers who use Knowledge Management and a lot of different kind of vendors and products out there so we're just one of them um there's a lot of other um you know companies out there that have Knowledge Management products that contribute to this we're all kind of just contributing best practices and kind of overseeing this methodology um so at a high level it's owned by the Consortium for service Innovation and it's really meant for the continuous Improvement of knowledge based upon experience of agents and kind of patterns observed by knowledge reuse very high Lev definition um I definitely would check out kind of our FAQ and our case study on how we used it um but some kind of top things I want to leave you with on KCs that I do get a lot of questions about um so do you have to use it to use service now Knowledge Management you don't so our tool um or our product supports either using Knowledge Management with or without KCs right KCF is a methodology that your organization would you know need to choose to adopt um there's a lot of um kind of processes and practices that go along with that there's an adoption strategy that goes along with that there's training there's coaching programs so it's a lot larger than just turning on some things and service now you know our product is a verified kind of tool or VC uh V6 verified or version 6 verified so we support kind of KCs processes and practices with our our capabilities and our tooling but we don't really own the methodology the Consortium owns that so if you're kind of looking for any guidance on what is KCs I'd like to adopt it how do I do that um I'd like to strengthen different things I am a KCs kind of um program customer your the Consortium is going to be the the main source for that they're they're the governing body they're the ones who have all that guidance they're going to be the subject matter experts on KCs more so than um kind of us uh as a verified vendor itself so with that I would say I don't recommend just turning on KCs and service now unless you're prepared to use it um just because you're not going to see the full value and the benefit on just setting some plugins up and just setting some rols up there's a lot more value and actually adopting the methodology itself than just turning on a few features um so if I could leave you with that in KCs is that you definitely start checking out the consortium's website they have workshops that are super helpful I just took one um that by different um kind of vendors who uh know different tools and they know service now as well um so this going to be your first place to really go for KCs to understand more about that I will post the KCs Link in the chat let me go ahead and do that now um let's see here we go all right so that's in there and I'll post it in the event too um I know I'm getting low on time and I apologize I know I have so many questions um hopefully I answered a lot of them with this deck if I did not get to you I will definitely Circle back around on the event and send it out but I did kind of want to touch on these very high level if so if you see these personas if you see these roles in your your instance right if you see these roles in um our product docs they do pertain to using the KCF methodology so you have your candidates so inexperienced beginner users who can create articles but need that kind of coach and that review so they need those coaches they need those article quality index checks as they get better and move through coaching they'll become contributors so they can create and validate knowledge articles without having to kind of you know use a knowledge coach or use an article Quality Index checklist um they can set um articles to validated and I'll cover what that is in just a moment um and then your kind of your final stop there is your publisher these are people who are well-versed in KCs they may be coaches themselves they don't really need a lot of review or coaching um they typically don't need any but you could do spot checks there and you know if you're concerned about like external facing articles um when you're using KCs these are going to be the people who are creating those right these are the people who have been you know verified to know that they know what a great article is and what to contain in it so they're the going to be the ones who are you know publishing those external facing articles rather than these two roles themselves your coaches and domain experts um again these are why we kind of Prim created these roles in service now to do that coaching to do the KCs coaching to do the article Quality Index checklist so while I mentioned you can do a lot of this outside of KCs there's kind of a whole documented coaching process within KCs to follow to get a little bit deeper in that uh and then your domain expert kind of does a lot of the same things but they really kind of come into um making sure that that that their product areas and their subject matter areas are covered um within a lot of kind of the the evolv loop processes or the processes that happen outside of cases and incidents uh and ensure that you know also that their products and processes um are benefiting from Knowledge Management right so Knowledge Management is a really great way to get insight into kind of what's happening with my product right are there a bunch of workaround Articles um are these articles being used a lot um you know is there something going on with this process that I had to create a knowledge article for can I make this process better how can I use my knowledge articles and how they're being used to kind of take that information and the experience and actually build them into my product and processes so that's what these folks are primarily for um so KCs we do have a kind of a full loop process um I would say here I'm not going to go over all of it really the Consortium for service Innovation is going to be the best place to kind of take a look at all the processes that go into place you can see we reuse a lot of the same wording um in the non KCs versus KCs but to kind of get more information on that uh check out the consortium's website and then also previous acmy I did dig a little bit deeper into this so I have them on um the community article I kind of did kind of extrapolate on these a little bit more and when you should use them um that we just can't get to into the session today all right um so kind of to wrap up on KCs one thing I did want to talk about was this confidence field you may have seen this in your instance um and maybe wondering what it was and if you should use it and it really is kind of for those KCs kind of programmed um customers that are using KCs um it really kind of you know it indicates the maturity of an article based upon its completeness and its reusability so um you know there's four different kind of settings for this field and it does map to our workflows so work in progress article is something that hasn't been published yet um any kind of role can set this if they have can contribute um so really this is kind of just to tell us that articles are work in progress um if you're using KCs you know that you can use articles that are work work in progress if you're not using KCs this might be a different departure for you um there's a lot of great explanation on as to why you would want to do that on the consortium's website um once an article is published it's either validated or not validated so your candidates your inexperienced users they can't validate articles your contributors and Publishers and coaches can validate articles they're the ones who can say I validated this article it's complete it's reusable it did fix the issue right so that's kind of what that field means for KCs and then archives just means retired so I kind of mainly created the slide not to really kind of tell you all about the confidence field because it's covered in the KCs materials but to really kind of tell you how it maps to our workflow States and kind of give you that visual there um so with that I know we only have a few minutes I know this was a lengthy one I a lot of talking I got a lot of great questions and a lot of um homework to do after this and I do thank you guys for sticking with me and um asking those questions uh and just hanging out with me as we kind of go through more of a a deeper subject today um so for our next session I don't have a topic yet I think this is a good time um to either throw it in the chat or get on the community let me know what you'd like to see I'm throwing around the dashboards and the Analytics in June but if there's like a more pressing topic that we want to see before that um let me know because I have some time to build that I was kind of waiting to see feedback on this I was waiting to see feedback we get from knowledge uh and kind of take that to decide the next topic um it's in June just because I'm going to be at the consortium's um member Summit in April so if you are a Consortium member you are using KCs I'm going to be there I'd love to talk to you love to talk to you about your processes what you'd like to see in the product so I'll be there uh in April that's why I'm skipping that academy and of course May is knowledge um we are going to have some great Knowledge Management sessions um you know particularly around gen AI so if you're wondering what's coming out for Knowledge Management in gen AI knowledge 24 is going to be the time where we're going to start really uh kind of unpacking that for everyone so that's why we're skipping that one but there Academy shorts that I mentioned right there really 10-minute short videos where I deep dive I'm going to make it a point since we are missing some cies to get some of those out to make up for April and May so be on the lookout for that and then my last kind of slide here of course I got a shout out for moreis um so we have differentes from our platform team out there they're on the now platform product page anything gen related whether it's like consuming articles or generating articles go to the AI Academy I'm going to be there in a couple months presenting um analytics acmy is a really good one for reporting and dashboards and kind of theing the basics of that um so a lot of great different acmis out here for you to check out and I appreciate everyone's kind of chat I think we have some good um topics for next time that I'll kind of parse through and take a look at um but with that um let me just drop the Knowledge Management product Hub Link in here one more time I this is where we're going to take all those questions right and I'm going to transcribe them and put them on the community for you so want to make sure that you know where to find that so um with that thank you everyone I will return in June um but feel free to reach out to me on the community like always and keep an eye out for more Academy short videos and I really appreciate your time today I hope you have a great rest of your day thank [Music] you