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Creating ServiceNow Knowledge Bases

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.

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ServiceNow Knowledge Management Knowledge Articles Self-Service

What's inside

Syllabus

Course Overview

Building Knowledge Articles

Categorizing Knowledge Articles

Improving Articles on Feedback

Traffic lights

Read about what's good

what should give you pause

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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Reviews summary

Practical introduction to servicenow knowledge bases

According to students, this course provides a solid and practical foundation for creating and managing ServiceNow Knowledge Bases. Learners found the instructor's explanations clear and thorough, especially appreciating the practical exercises and helpful demonstrations that allow for immediate application. While it excels as an introductory guide, some experienced professionals noted that it lacks deeper dives into advanced configurations or troubleshooting, suggesting it might require supplemental resources for those seeking more nuanced understanding. Overall, it's a highly recommended starting point for anyone new to ServiceNow knowledge management.

Features hands-on demos and exercises for real-world use.

"The demos were spot-on and very helpful for practical application."

"Excellent course! Very practical and hands-on."

"The practical exercises reinforced the learning. I can now confidently manage knowledge articles for my team."

The instructor delivers content with high clarity and expertise.

"The instructor was clear and explained everything thoroughly, especially the steps for creating and categorizing articles."

"The clarity of the explanations and the logical progression of topics made learning enjoyable and effective."

"One of the best ServiceNow courses I've taken. The instructor's expertise shines through..."

Provides a clear and practical base for ServiceNow.

"This course was exactly what I needed to understand ServiceNow Knowledge Bases."

"A good introductory course. It covers the basics of creating articles and managing them well."

"As someone new to ServiceNow, this course provided an invaluable foundation."

Some learners felt additional resources were necessary.

"I had to look up additional documentation for certain features. It's a decent starting point but don't expect a deep dive."

"Ended up needing other resources to truly grasp the nuances. I expected more depth given the description."

"Learned a few things, but felt it only scratched the surface. Some examples were a bit simplistic."

May not provide sufficient depth for experienced users.

"I would have liked more advanced topics, perhaps on integrating with other ServiceNow modules or deeper dive into permissions."

"The information felt somewhat surface-level and didn't offer enough practical troubleshooting for common issues."

"Maybe a little too basic for someone with prior ServiceNow experience, but for new users, it's a great start."

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

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Having a mentor can provide you with guidance and support throughout your learning journey.

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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

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Reviewing ITIL Service Management will help you better understand the concepts and practices covered in this course.

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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

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This course will provide you with a comprehensive overview of the ServiceNow Knowledge Management module.

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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

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Form a study group with other students in this course

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Studying with other students can help you learn the material more effectively and prepare for the course assignments.

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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

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Attending a ServiceNow user group meeting will allow you to network with other professionals in the field and learn about best practices.

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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

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Creating a visual representation of a ServiceNow knowledge base will help you better understand its structure and organization.

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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

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Creating an online collection of resources will help you organize and track the information you find on ServiceNow knowledge management.

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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

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Hands-on practice is essential for mastering the skills of creating and categorizing knowledge articles in ServiceNow.

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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:

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.

See salaries and explore the career path for Information Architect

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.

See salaries and explore the career path for Customer Support Specialist

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.

See salaries and explore the career path for Technical Trainer

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.

See salaries and explore the career path for Knowledge Engineer

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.

See salaries and explore the career path for Technical Support Analyst

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.

See salaries and explore the career path for Instructional Designer

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.

See salaries and explore the career path for Technical Writer

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.

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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.

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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.

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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.

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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.

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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.

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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.

See salaries and explore the career path for UX Writer

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.