Demo - Knowledge Management
Science & Technology
Introduction
Knowledge management is increasingly recognized as a transformative tool that fosters collaboration and information sharing within organizations. As highlighted by Deloitte, effective knowledge management can unlock new opportunities for collaboration, boosting both self-service capabilities and support efficiencies. At ServiceNow, we have observed significant successes among our customers, including a reduction of over 3,000 calls per month attributed to knowledge base self-help functionalities.
This article focuses on three core aspects of knowledge management:
Delivering Consistent Proven Results: We will explore how organizations can achieve reliable outcomes for both customers and employees, enhancing the self-service experience.
Empowering Agents to Contribute: Learn how agents can create knowledge articles in real-time while working and gather insights from their communities to enhance the knowledge base.
Identifying Knowledge Gaps: We'll discuss methods for curating new content, tracking usage patterns, and ensuring governance and quality trends for knowledge articles.
Throughout our Knowledge 20 ITSM demo series, we've showcased how employees and agents can effectively utilize knowledge base articles across the Now Platform and beyond — encompassing mobile devices, self-service portals, and even offering personalized knowledge based on user location and role within the organization.
Agents also benefit from having specific workspaces designed to facilitate access to resolutions. Platforms like Slack and Microsoft Teams further empower both agents and employees to amplify their knowledge and promote self-service initiatives. This is all made possible by the Now Platform, which ensures that knowledge bases are accessible and easy to use.
For organizations that might feel far from achieving such an experience, the guided setup feature in ServiceNow simplifies the process. Our out-of-the-box solution allows businesses to establish knowledge management capabilities swiftly, moving from setup to readiness within hours rather than days, weeks, or months. Knowledge articles can be derived from resolutions found in successfully closed incidents, and there’s even a convenient drag-and-drop feature to incorporate external articles effortlessly.
ServiceNow vigorously promotes knowledge sharing across the enterprise, driving ongoing improvements in the life cycle of knowledge articles. User feedback on article usefulness and viewing metrics help highlight the most valuable and popular content, which can be showcased prominently in various interfaces such as service portals or mobile applications. Because this is all part of a singular platform, the user experience remains consistent whether on desktop or mobile.
Additionally, beyond the crowdsourced insights on knowledge usefulness, ServiceNow offers automated feedback management and artificial intelligence components to streamline knowledge management. With built-in machine learning and similarity frameworks, organizations can develop a powerful and comprehensive knowledge base.
In conclusion, this demo encapsulates how you can achieve proven results in knowledge management for both customers and employees, which enhances self-service. We’ve learned how agents can create relevant articles within the context of their work and leverage community knowledge. We’ve also explored the potential of crowdsourcing and machine learning to identify knowledge gaps and create impactful content while tracking governance and quality trends.
For a deeper dive into this demo or further information on knowledge management, please contact your account representative, and don’t forget to check out the useful links provided. Thank you for your time!
Keyword
- Knowledge Management
- Collaboration
- Self-Service
- Empowering Agents
- Knowledge Gaps
- User Feedback
- AI in Knowledge Management
- Machine Learning
- ServiceNow
FAQ
Q1: What is knowledge management?
A1: Knowledge management refers to the processes and systems that organizations use to create, share, use, and manage knowledge. It can enhance collaboration and information sharing.
Q2: How can knowledge management reduce call volumes?
A2: By implementing self-service knowledge bases, organizations can enable customers to find answers through available articles, thereby reducing the number of support calls.
Q3: What are the benefits of guided setup in ServiceNow?
A3: Guided setup simplifies the implementation of knowledge management features, allowing organizations to become operational in hours rather than days or weeks.
Q4: How does ServiceNow empower agents in knowledge management?
A4: ServiceNow allows agents to create articles based on their real-time experiences and pull in knowledge from other sources to enrich the content available.
Q5: What role does user feedback play in knowledge management?
A5: User feedback helps assess the usefulness of articles, enabling organizations to highlight popular content and continuously improve their knowledge base.
