The Knowledge Management Implementation on-demand series provide system and knowledge administrators key steps on setting up and configuring the Knowledge Management application and the components within it.
This course leverages the Knowledge Management Guided Setup and discusses general knowledge administration, configuring the Knowledge Management Service Portal, configuring Knowledge-Centered Service (KCS) functionality, and knowledge search properties, and configuring translation management.
What you will learn
- Describe each of the available knowledge management roles in ServiceNow
- Customize a knowledge workflow
- Enable and create knowledge article templates
- Leverage field-level encryption for knowledge article templates
- Create and manage a knowledge ownership group
- Configure the knowledge management service portal pages
- Add a knowledge base to Now Mobile
- Create and customize an Article Quality Index (AQI) checklist
- Configure Knowledge-Centered Service (KCS) functionality
- Enable translation management and define auto-routing translation tasks
- Create and modify synonyms and synonym dictionaries
- Configure Search Engine Optimization (SEO) tag via knowledge article templates
- Create and modify stop words to remove search query terms that do not produce meaningful results
- Configure and modify partial match rules
- Configure and modify contextual search for incidents, cases, and HR cases
Additional information
It may take two to three business days for course credentials to be provided. Please also note that a Now Learning account with ServiceNow is mandatory in order to use this course. Account details for this are obtained from the customer after the order has been placed.
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