Knowledge Management Academy: Xanadu Update

Introduction

In this session, we discussed the latest updates and features introduced in the Xanadu release of ServiceNow's Knowledge Management system. Led by Rob Maronic, the Senior Principal Product Manager, the meeting encompassed several key areas including the updates to the Knowledge Management dashboard, enhancements to Now Assist, and a new AI search capability within the Knowledge portal.

Safe Harbor Statement

It is important to note that the information presented may include forward-looking statements. These are subject to change and should not be the basis for any investment decisions.

Meeting Structure

The meeting included presentations and demonstrations, followed by a Q&A session. Attendees were informed that the presentation materials would be made available on the community site, including a PDF version of the slides and a summary of questions and answers from the session.

Key Features and Updates

1. Knowledge Management Dashboard Updates

The Knowledge Management dashboard has undergone significant updates, transitioning to the Next Experience presentation layer. This new interface enhances user engagement with modern visuals and navigational components. Key metrics tracked in the dashboard include:

Article lifecycle states
Article feedback ratings and comments
Article expiration notifications
Usage metrics for knowledge articles

2. Now Assist Enhancements

The integration of Now Assist for Knowledge Management helps agents generate knowledge articles directly from resolved incidents and cases. This feature allows for:

The use of different article templates, including a Knowledge-Centered Service (KCS) template.
Drafts benefiting from contextual data pulled from similar previous incidents, enhancing the richness of the generated content.

3. AI Search in the Knowledge Portal

The updated Knowledge Portal now supports AI search capabilities, enabling users to perform natural language queries to find relevant knowledge articles. This feature allows for:

Better handling of user-generated queries, making the search experience more intuitive and effective.

4. HTML Editor Enhancements

The built-in HTML editor (Tiny MCE) has been upgraded to version 6, introducing several powerful new plugins:

Power Paste: Better formatting retention when pasting content from other sources (e.g., Word or Google Docs).
Accordion Plugin: Simplifies the creation of expandable content sections within articles.
Anchor Links: Allows users to embed links that jump to specific sections within an article, improving navigation.

Resources Available

Rob encouraged attendees to utilize the online resources available through the Knowledge Management Product Hub and the community site for training and support. These resources cover essential guides, training materials, and best practices for effective Knowledge Management implementation.

Looking Forward

Beneath the Safe Harbor statement, Rob shared insights into future enhancements to Knowledge Management, including:

Improved multi-language support for AI.
Enhanced indexing and searching capabilities.
Continuous improvements to the Tiny MCE editor.

Conclusion

The Xanadu update marks significant advances in ServiceNow's Knowledge Management system, focusing on improving the user experience, enhancing knowledge creation processes, and leveraging AI technology for better search capabilities.

Keywords

Knowledge Management, Xanadu Update, Now Assist, AI Search, Tiny MCE, Knowledge Portal, Performance Analytics, Dashboard, Article Lifecycle, HTML Editor, Accordion Plugin, Power Paste.

FAQ

Q1: What are the main updates in the Xanadu release?
A1: The main updates include enhancements to the Knowledge Management dashboard, improvements to Now Assist, the introduction of AI search functionality in the Knowledge Portal, and upgrades to the HTML editor.

Q2: How does Now Assist improve knowledge article generation?
A2: Now Assist allows agents to create knowledge articles directly from incidents and cases using various templates, incorporating insights from similar resolved tasks to generate more comprehensive drafts.

Q3: Can I still use the Knowledge Portal without the V3 Portal?
A3: Yes, the Knowledge Management Service Portal functions independently and does not require the V3 Portal.

Q4: What new features does the Tiny MCE editor have?
A4: The Tiny MCE editor now includes Power Paste for better formatting retention, an Accordion Plugin for expandable sections, and Anchor Links for easy navigation within articles.

Q5: Where can I find more resources on Knowledge Management?
A5: Additional resources are available on the Knowledge Management Product Hub and community site, which provide guides, training materials, and best practices.