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Creating ServiceNow Knowledge Bases

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.

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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What's inside

Syllabus

Course Overview

Building Knowledge Articles

Categorizing Knowledge Articles

Improving Articles on Feedback

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

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Career center

Learners who complete Creating ServiceNow Knowledge Bases will develop knowledge and skills that may be useful to these careers:

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.

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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.

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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.

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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.

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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.

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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.

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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.

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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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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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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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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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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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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.

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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.

The Social Life of Information

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This paper reviews the current state of research on knowledge sharing in organizations.

The Social Life of Information: Updated, with a New...

Hardcover

The Social Life of Information

Hardcover

The Social Life of Information: Updated, with a New...

Kindle Edition

The New Sociology of Knowledge

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This foundational work in the field of knowledge management.

The New Sociology of Knowledge

Paperback

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The New Sociology of Knowledge

Kindle Edition

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The Wise Company

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Classic in the field of knowledge management.

Digital Capital

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Provides a comprehensive overview of the knowledge economy.

Complete Systems Analysis

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For those who are new to the ideas of knowledge management, this book practical guide to translating broad ideas into concrete methods and projects.

Complete Systems Analysis

Paperback

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Complete Systems Analysis

Kindle Edition

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If Only We Knew What We Know

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Is recommended additional reading for those who are interested.

If Only We Knew What We Know

Paperback

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If Only We Knew What We Know

Kindle Edition

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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

Share and help others discover this course

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