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Shubham Sinha
This course will teach you how to create knowledge articles in a way that can help users with information, troubleshooting, or task resolution.
Read more
This course will teach you how to create knowledge articles in a way that can help users with information, troubleshooting, or task resolution.
Read more
This course will teach you how to create knowledge articles in a way that can help users with information, troubleshooting, or task resolution.
ServiceNow helps in creating a self-serve customer service library that contains information about a product, service, or topic for a wide variety of customers. In this course, Creating ServiceNow Knowledge Bases, you’ll learn to create, categorize, review, and approve articles. First, you’ll explore how to create a ServiceNow article, and the standard ways of creating them. Next, you’ll discover how to categorize them using knowledge bases and categories. Finally, you’ll learn how to get them reviewed and approved if needed, and how to get feedback on them in a live environment. When you’re finished with this course, you’ll know the processes for creating, categorizing, reviewing, and approving articles needed to streamline the process of knowledge management so that it can be simple and useful.
Register for this course and see more details by visiting:
OpenCourser.com/course/i83zeh/creating
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What's inside
Syllabus
Course Overview
Building Knowledge Articles
Categorizing Knowledge Articles
Improving Articles on Feedback
Read more
Syllabus
Course Overview
Building Knowledge Articles
Categorizing Knowledge Articles
Improving Articles on Feedback
Read more
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Builds a strong foundation for beginners to create, categorize, review, and approve ServiceNow Knowledge Base articles
Introduces learners to the standard ways of creating Knowledge Base articles
Provides guidance on how to effeciently categorize articles using knowledge bases and categories for easier navigation by end-users
Demonstrates how to engage reviewers and get feedback on articles before publication
Presented by Shubham Sinha, an experienced instructor in ServiceNow Knowledge Management
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Creating ServiceNow Knowledge Bases with these
activities:
Connect with a mentor who has experience with ServiceNow knowledge management
Show steps
Having a mentor can provide you with guidance and support throughout your learning journey.
Show steps
-
Reach out to your professional network or search online for mentors who have experience with ServiceNow knowledge management.
-
Contact them and ask if they would be willing to mentor you.
-
Meet with your mentor regularly to discuss your progress and get feedback.
Refresh knowledge of ITIL Service Management
Show steps
Reviewing ITIL Service Management will help you better understand the concepts and practices covered in this course.
Show steps
-
Review the ITIL Service Management framework and its key principles.
-
Go through the ITIL service lifecycle and its stages.
-
Read articles or blog posts about ITIL best practices.
Complete the ServiceNow Knowledge Management Fundamentals course
Show steps
This course will provide you with a comprehensive overview of the ServiceNow Knowledge Management module.
Show steps
-
Enroll in the ServiceNow Knowledge Management Fundamentals course on Pluralsight.
-
Complete all the modules and lessons in the course.
-
Take the quiz at the end of the course to test your understanding.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Form a study group with other students in this course
Show steps
Studying with other students can help you learn the material more effectively and prepare for the course assignments.
Show steps
-
Reach out to other students in the course and see if they are interested in forming a study group.
-
Decide on a meeting time and place.
-
Review the course material together and discuss any questions you have.
Attend a ServiceNow user group meeting
Show steps
Attending a ServiceNow user group meeting will allow you to network with other professionals in the field and learn about best practices.
Show steps
-
Find a ServiceNow user group meeting in your area.
-
Register for the meeting and attend.
-
Introduce yourself to other attendees and ask questions about their experiences with ServiceNow.
Create a mind map or diagram of a ServiceNow knowledge base
Show steps
Creating a visual representation of a ServiceNow knowledge base will help you better understand its structure and organization.
Show steps
-
Start by identifying the main components of a ServiceNow knowledge base.
-
Use a mind mapping or diagramming tool to create a visual representation of the knowledge base.
-
Include the different types of articles, categories, and relationships between them.
-
Review your mind map or diagram and make any necessary adjustments.
Create an online collection of resources on ServiceNow knowledge management
Show steps
Creating an online collection of resources will help you organize and track the information you find on ServiceNow knowledge management.
Show steps
-
Start by creating a new document or spreadsheet.
-
Add a list of all the resources you find on ServiceNow knowledge management.
-
Include the title, author, URL, and a brief description of each resource.
-
Organize the resources into different categories, such as articles, videos, and blog posts.
Practice creating and categorizing knowledge articles in ServiceNow
Show steps
Hands-on practice is essential for mastering the skills of creating and categorizing knowledge articles in ServiceNow.
Show steps
-
Create a new knowledge article in ServiceNow.
-
Choose an appropriate category for the article.
-
Fill in all the required fields for the article.
-
Submit the article for review and approval.
-
Repeat the process for several more knowledge articles.
Connect with a mentor who has experience with ServiceNow knowledge management
Show steps
Having a mentor can provide you with guidance and support throughout your learning journey.
Show steps
Show steps
Show steps
- Reach out to your professional network or search online for mentors who have experience with ServiceNow knowledge management.
- Contact them and ask if they would be willing to mentor you.
- Meet with your mentor regularly to discuss your progress and get feedback.
Refresh knowledge of ITIL Service Management
Show steps
Reviewing ITIL Service Management will help you better understand the concepts and practices covered in this course.
Show steps
Show steps
Show steps
- Review the ITIL Service Management framework and its key principles.
- Go through the ITIL service lifecycle and its stages.
- Read articles or blog posts about ITIL best practices.
Complete the ServiceNow Knowledge Management Fundamentals course
Show steps
This course will provide you with a comprehensive overview of the ServiceNow Knowledge Management module.
Show steps
Show steps
Show steps
- Enroll in the ServiceNow Knowledge Management Fundamentals course on Pluralsight.
- Complete all the modules and lessons in the course.
- Take the quiz at the end of the course to test your understanding.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Form a study group with other students in this course
Show steps
Studying with other students can help you learn the material more effectively and prepare for the course assignments.
Show steps
Show steps
Show steps
- Reach out to other students in the course and see if they are interested in forming a study group.
- Decide on a meeting time and place.
- Review the course material together and discuss any questions you have.
Attend a ServiceNow user group meeting
Show steps
Attending a ServiceNow user group meeting will allow you to network with other professionals in the field and learn about best practices.
Show steps
Show steps
Show steps
- Find a ServiceNow user group meeting in your area.
- Register for the meeting and attend.
- Introduce yourself to other attendees and ask questions about their experiences with ServiceNow.
Create a mind map or diagram of a ServiceNow knowledge base
Show steps
Creating a visual representation of a ServiceNow knowledge base will help you better understand its structure and organization.
Show steps
Show steps
Show steps
- Start by identifying the main components of a ServiceNow knowledge base.
- Use a mind mapping or diagramming tool to create a visual representation of the knowledge base.
- Include the different types of articles, categories, and relationships between them.
- Review your mind map or diagram and make any necessary adjustments.
Create an online collection of resources on ServiceNow knowledge management
Show steps
Creating an online collection of resources will help you organize and track the information you find on ServiceNow knowledge management.
Show steps
Show steps
Show steps
- Start by creating a new document or spreadsheet.
- Add a list of all the resources you find on ServiceNow knowledge management.
- Include the title, author, URL, and a brief description of each resource.
- Organize the resources into different categories, such as articles, videos, and blog posts.
Practice creating and categorizing knowledge articles in ServiceNow
Show steps
Hands-on practice is essential for mastering the skills of creating and categorizing knowledge articles in ServiceNow.
Show steps
Show steps
Show steps
- Create a new knowledge article in ServiceNow.
- Choose an appropriate category for the article.
- Fill in all the required fields for the article.
- Submit the article for review and approval.
- Repeat the process for several more knowledge articles.
Career center
Learners who complete Creating ServiceNow Knowledge Bases will develop knowledge and skills
that may be useful to these careers:
Knowledge Engineer
Knowledge Engineer
The Knowledge Engineer develops and improves knowledge management systems. This course can help prepare you for this role by teaching you how to create, categorize, review, and approve articles needed to streamline the process of knowledge management. Specifically, you will learn how to create a ServiceNow article and how to categorize them using knowledge bases and categories.
Customer Support Specialist
Customer Support Specialist
Customer Support Specialists provide technical and customer service support to clients. This course can help prepare you for this role by teaching you how to create knowledge articles in a way that can help users with information, troubleshooting, or task resolution.
Information Architect
Information Architect
The Information Architect designs and organizes information systems. This course can help prepare you for this role by teaching you how to categorize ServiceNow articles using knowledge bases and categories.
Technical Trainer
Technical Trainer
Technical Trainers provide training and support on technical products and services. This course can help prepare you for this role by providing you with the knowledge and skills necessary to create knowledge articles that can help users with information, troubleshooting, or task resolution.
Technical Writer
Technical Writer
The Technical Writer creates and edits written documentation on various technical subjects such as medical devices, software applications, computer networks, and technical equipment. This course, Creating ServiceNow Knowledge Bases, can help prepare you for this role by providing you with the knowledge and skills necessary to create clear and concise technical documentation.
Technical Support Analyst
Technical Support Analyst
The Technical Support Analyst troubleshoots and resolves technical issues for users. This course can help prepare you for this role by teaching you how to create knowledge articles in a way that can help users with troubleshooting or task resolution.
Instructional Designer
Instructional Designer
Instructional Designers develop and improve instructional materials and programs. This course can help prepare you for this role by providing you with the knowledge and skills necessary to create clear and concise knowledge articles.
Content Writer
Content Writer
Content Writers create and edit written content for websites, blogs, and other digital platforms. This course can help prepare you for this role by providing you with the knowledge and skills necessary to create clear and concise knowledge articles.
Help Desk Specialist
Help Desk Specialist
Help Desk Specialists provide technical and customer service support to clients. This course can help prepare you for this role by teaching you how to create knowledge articles in a way that can help users with information, troubleshooting, or task resolution.
Software Documentarian
Software Documentarian
Software Documentarians create and maintain software documentation. This course may be useful for helping you build a foundation for this role by teaching you how to create and edit written documentation.
Training Manager
Training Manager
Training Managers develop and manage training programs and materials. This course may be useful for helping you build a foundation for this role by teaching you how to create and improve knowledge management systems.
Customer Service Manager
Customer Service Manager
Customer Service Managers supervise and manage customer service operations. This course may be useful for helping you build a foundation for this role by teaching you how to create and improve knowledge management systems.
Information Technology Specialist
Information Technology Specialist
The Information Technology Specialist provides technical support and troubleshooting for computer systems and networks. This course may be useful for helping you build a foundation for this role by teaching you how to create and improve knowledge management systems.
UX Writer
UX Writer
UX Writers create and edit written content for user interfaces. This course may be useful for helping you build a foundation for this role by teaching you how to create knowledge articles in a way that can help users with information, troubleshooting, or task resolution.
For more career information including salaries, visit:
OpenCourser.com/course/i83zeh/creating
Reading list
We've selected six books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Creating ServiceNow Knowledge Bases.
This paper reviews the current state of research on knowledge sharing in organizations.
This foundational work in the field of knowledge management.
Save
Classic in the field of knowledge management.
Save
Provides a comprehensive overview of the knowledge economy.
For those who are new to the ideas of knowledge management, this book practical guide to translating broad ideas into concrete methods and projects.
Is recommended additional reading for those who are interested.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/i83zeh/creating
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Time
59 hours
Level
Intermediate
Via
Pluralsight
Instructor
Shubham Sinha
Language
English
Good to know
Builds a strong foundation for beginners to create, categorize, review, and approve ServiceNow Knowledge Base articles
Introduces learners to the standard ways of creating Knowledge Base articles
Provides guidance on how to effeciently categorize articles using knowledge bases and categories for easier navigation by end-users
Demonstrates how to engage reviewers and get feedback on articles before publication
Presented by Shubham Sinha, an experienced instructor in ServiceNow Knowledge Management
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