ServiceNow Knowledge Management Fundamentals

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Learn how the ServiceNow Knowledge Management process and application work to deliver useful information to the right people at the right time. Whether you’re preparing for ServiceNow’s CSA certification exam or just bumping up your ServiceNow Knowledge knowledge, by the end of this video you’ll understand how the platform uses Knowledge Bases, Knowledge Categories, Knowledge Articles, and Knowledge Feedback to make doing work in ServiceNow work better.
-- LINKS --
Video Resources:
➤ servicenowsimple.com/videos/s...
-- TIMESTAMPS --
0:00 ServiceNow Knowledge Management Fundamentals
0:24 What You Will Learn
1:27 What is Knowledge Management
2:26 Knowledge Management Data Model
5:51 ServiceNow Knowledge Bases
8:56 ServiceNow Knowledge Categories
12:14 ServiceNow Knowledge Articles
16:56 ServiceNow Knowledge Feedback
19:42 What You Learned

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Опубликовано:

29 июл 2024

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Комментарии : 29

@jcastillo0314 Месяц назад

Two thumbs up! Thank you for sharing.

@DarkSideOfTheMoon611 9 месяцев назад

Great video, thank you!!!

@ServiceNowSimple 9 месяцев назад

Glad you liked it! Thanks for watching and providing feedback!

@MelanatedMermaid 10 месяцев назад

Thank you for sharing this video

@ServiceNowSimple 10 месяцев назад

You're very welcome! Thanks for your feedback!

@preeet007 10 месяцев назад

😊 thanks 🙏🏼

@ServiceNowSimple 10 месяцев назад

You are very welcome!

@aronclarke876 10 месяцев назад

Hi Jeff, Great Video, very useful for an introduction to Knowledge Management. Do you have any videos or resources for the Administration of Knowledge Bases (Approvals, Ownership groups etc)? I have looked at your channel but do not see any.

@ServiceNowSimple 10 месяцев назад

I don't have anything additional on the topic at the moment. I'll add that to my upcoming topic list. Thanks for watching the video and for the feedback!

@selacunningham6133 10 месяцев назад

Great Coverage Jeff!

@ServiceNowSimple 10 месяцев назад

Thanks!

@kalib4530 Год назад

This was great, thank you! Is there a way to save existing ServiceNow tickets as exemplars and easily find them or have them appear when a ticket is opened with a related category/subcategory? Or are knowledge articles in knowledge bases the best and/or only option?

@ServiceNowSimple 11 месяцев назад

You can create templates. I think that might be what you are looking for. I believe I cover that in my Forms Overview video. If not, I'll look into creating a new video on the topic as it is very useful. Thanks for your feedback and for being part of the channel!

@Adam-bt6kr 5 месяцев назад

Hello, do you have any resources on setting up an additional approver prior to KB being published? How do we create/modify this workflow?

@ServiceNowSimple 4 месяца назад

Let me know if you still need help here and I'll have a look. Thanks!

@Osha1 11 месяцев назад

Hey! I was wondering if you could create a video that could help with interviewing. I’m about to interview for ITSM and honestly get so confused on what questions to memorize and what not to

@ServiceNowSimple 11 месяцев назад

I've been thinking about that. I've noticed that many people are looking for interview preparation help. Unfortunately, I don't interview a lot and I'm not sure how to provide honest and accurate material on the subject. I'm going to try. I appreciate your feedback and thanks for being part of the channel!

@MRL3234 11 месяцев назад

I need to understand more about “reporting knowledge gap”. I feel like it is about the lack of sufficient knowledge for an incident and it’s not really about a KB that needs to be updated. Knowledge Feedback is different than “reporting knowledge gap”… knowledge feedback is specifically about a KB that needs to be updated. I cannot find a video that will help me understand. Thoughts?

@ServiceNowSimple 11 месяцев назад

Let me look into it and get back with you. Thanks for watching and for your question.

@Fredjoe5 9 месяцев назад

How does ServiceNow handle visibility groups?

@ServiceNowSimple 8 месяцев назад

I'm not sure I understand what you mean by 'visibility groups'. If you're still looking for an answer, hit me with a few more details and I'll try and help! Thanks for reaching out!