DIGITIZE IT!

– Knowledge Management

Kristen: Let’s get into one of my favorite parts of the NOW Platform: Knowledge
Management!
David: It’s important to keep everyone involved in the fulfillment of a product or
service aligned with the correct information. When they have questions, they
need to know where to find answers in order for the flow of work to continue
smoothly. Knowledge management provides a centralized location for the
creation, categorization, viewing, and governance of information related to the
flow of work through ServiceNow. Information is stored in knowledge bases, or
“KBs” for short, allowing users to explore, collaborate, and share an open
dialogue.
Kristen: But Knowledge Management doesn’t just have to be about knowing
where to go look to find answers. The real power comes in being able to
interject that knowledge right into your process at key decision points along the
way. You could provide possible solutions to resolve an issue right as it’s being
reported. Or, offer suggestions on next steps based on the current scenario. Your
process can actually get smarter to pinpoint these correlations with great
accuracy.
David: In this course, we’ll cover some of the basics for creating and managing
knowledge articles. If you are looking for more information on Knowledge
Management, we’ll also provide additional resources to explore the topic
further.
Kristen: So, get ready to become knowledgeable in Knowledge Management…

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