What is ServiceNow Knowledge Management?

hello everyone my name is Michael Lombardo with GLAAD fast consulting and today I'll be doing a demo of knowledge management if I click on the knowledge home page you'll see I'll be brought to a set of knowledge bases based on the logged in users role they'll be able to see only the knowledge bases they have access to so I'll find an IT and I only have the ability to view the IT knowledge base I'll only be able to view those knowledge articles we have the ability to browse through the knowledge base by category and subcategory we also have the ability to search and filter the categories themselves I'm gonna type in Mac you'll see Mac subcategory came out we also have the ability to search the knowledge base for any for any content in the knowledge article or short description if I type in Outlook everything related to Outlook comes up you'll see I also have the ability to filter by knowledgebase category author if we do have the access to create a knowledge article we'll be able to also crayon right from this page servicenow also has a very intuitive text editor so if we similar to Microsoft Word if we wanted to Center text if we wanted to underline make italicize different font sizes so very intuitive very easy to use for day one getting your knowledge articles into service now if I save this article you'll see we have a word flow field here by default knowledge articles will be in the draft State and we do have the ability to roll restrict who can publish and retire knowledge articles knowledge can also be leveraged very heavily on the incident management module as I start typing in the short description you'll see in real time searching the knowledge base without having to leave the form that can preview a knowledge article and mark this as helped or maybe I can leave some feedback and pose it directly to the article we also have the ability to set a topic for each knowledge article so we may have a known error we may have some news that we want to share to the user community now if I tell if I post something to the news we may be able to leverage this to communicate information to our user community so you'll see I just published a knowledge article to the news with the news topic now if I go down to our self-service homepage that news article is now in a scrolling widget on the self-service page so we can now inform our users of some news that we wanted to communicate to them we also have the ability to create automatically create knowledge articles one of the most common ways is through incident management so let's say you have a scenario where your level one service desk analyst escalates an incident to a level two and that closing the loop from that tier 2 or tier 3 doesn't always happen right so your level 1 service desk analyst doesn't always get that answer as to hey how how did you resolve this incident and if that call comes in again next week an hour later a month later there's no closing the loop back to that service desk analyst to empower them to resolve that incident on their own ServiceNow addresses that issue out of the box so there's this knowledge check box that exists out of the box and if we go ahead and just check this knowledgebase I'm sorry check this knowledge box and I'm just gonna go ahead and save it now let's say this incident has been escalated to that tier 2 or tier 3 analyst when they go ahead and enter in you know their work notes they've resolved the incident they tell the user hey do this this and that and they go ahead and resolve that when the incident gets closed go ahead and close that a knowledgebase are clothes automatically created now it does go into a draft state but based on your knowledge management process you can set that to be automatically published or go through a workflow or whatever your current process is so next time that help desk analyst goes to search for this same short description that knowledgebase article will appear in the search results and it'll power that user to actually resolve this incident on their own without actually having to escalate it similar scenario if this is on a problem go ahead and save this if we go ahead and check the known error check box put some information in our work notes and in our description let me go ahead and say this if we click the post knowledge related link right here you'll see a knowledgebase article is automatically created with that information so we have a description and a workaround automatically created right from that problem record all right that's gonna conclude the knowledge management demo if anyone has any questions they can email me at Mike at Glide fast comm thank you

Channel: GlideFast Consulting

Views: 9,470

Rating: 4.8048782 out of 5

Keywords: glidefast, servicenow knowledge management, knowledge management, servicenow, servicenow application, servicenow app

Id: SK75nFAR3-c

Length: 6min 42sec (402 seconds)

Published: Mon Dec 05 2016