Knowledge Management Academy Session 3 - Processes and Roles Deep Dive

The Knowledge Management Academy is held live every second Tuesday of the month at 12pm EST. Register for the Knowledge Management Academy and other Platform Academies here: https://info.servicenow.com/LiveOnServiceNow-PlatformAcademies.html?cid=losn:com In this session, we'll cover the roles found in our knowledge management application and the processes those roles map to. We'll cover a little bit of KCS and KCS roles and what the confidence and governance fields mean. If you're looking to get a better understanding of each of the out-of-the-box roles we have, when you should use them, and what features they map to this is a good session to attend or watch the recording. Here is the event with the PDF and Q&A for this session: https://www.servicenow.com/community/knowledge-management-events/knowledge-management-academy-mar-12-2024-knowledge-management/ev-p/2849170 Here are the resources covered in this session: Knowledge Management Product Hub on Community - https://www.servicenow.com/community/knowledge-management/ct-p/knowledge-management Knowledge Managers Discussion on Community - https://www.servicenow.com/community/knowledge-managers/gh-p/knowledge-managers- Link to this event for PDF and Q&A - https://www.servicenow.com/community/knowledge-management-events/knowledge-management-academy-january-9th-2024-session-1-getting/ec-p/2782487#m1014 Now Learning training - https://nowlearning.servicenow.com/lxp/en/pages/lxp-search?id=search&q=knowledge%20management&spa=1 Customer Success Center - https://www.servicenow.com/success.html ServiceNow Impact - https://www.servicenow.com/impact.html Consortium for Service Innovation and Knowledge-Centered Service (KCS) resources - https://www.serviceinnovation.org/kcs/ OUTLINE: 00:00 Introduction 05:26 Personas 15:50 Ownership Group Personas 19:37 Q&A 21:29 Processes 22:08 Structing Knowledge Bases process and roles 23:48 Knowledge Workflows 28:23 Knowledge article lifecycle 29:05: Capture knowledge process and roles 33:30 Article Quality Index (AQI) 35:37 Use and reuse knowledge process and roles 36:35 Improve knowledge process and roles 42:19 Content health process and roles 43:58 Knowledge manager dashboards 48:09: Knowledge-Centered Service (KCS) 49:05 KCS Recommendations 51:32 KCS Personas 54:10 KCS Double Loop 54:51 KCS Confidence field and workflow mapping