General / Insight, and Information from ServiceNow Knowledge

Insight, and Information from ServiceNow Knowledge

Updated on June 4, 2021 | by Alex Smith

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This blog provides insights like customer success, platform’s value, knowledge demand insights, and dashboard overviews of cases, incidents, and HR cases. You can get this ServiceNow training course available online that aids you in improving the performance and effectiveness in maintaining business and various factors like minimizing operational costs of an IT, etc.

Let’s have a look at our Knowledge18 Recap website for videos, eBooks, and other resources. Here are some other show takeaways you might enjoy:

Customer success is a top priority for ServiceNow at every stage of the platform’s lifecycle.

They’ve launched a new “Customer Success Center” to assist individuals in charge of using ServiceNow throughout their organizations in achieving faster and more long-term success. The Center is located at the following address: https://www.servicenow.com/success.html. Also, check back frequently since ServiceNow will continue to introduce more resources and tools.

Also Read: OpenCart vs. Magento: What You Should Choose in 2021

ServiceNow intends to let enterprises discover the platform’s value and potential “out of the box,” and encourages users to avoid early modification.

If the platform’s power is leveraged as it should be, rapid ROI can be provided as soon as your first instance of ServiceNow goes live. With our ServiceNow Smart Launch service, we tackle this head-on. You’ll be up and running with ServiceNow in 30 days for a fixed price since we understand that speed-to-implementation may make or break your capacity to change successfully.

This year, extending ServiceNow’s reach beyond IT was a hot issue. Because ServiceNow is such a transformational platform, it only makes sense to implement it across your entire organization.

The third edition was handed out stating about the Pillars of ServiceNow Success Book Series, “Ten ServiceNow Digital Transformation Pillars for Non-IT Leaders,” which is met with visitors to the booth. The copies ran out at the show since it was such a tremendous hit. 

We didn’t hear the phrase “tool” used to characterize ServiceNow outside of its brand revisions. Rather, we heard the word “platform.”

This marks a significant shift in how ServiceNow is viewed in the context of digital transformation. It’s clear that they’re making the appropriate efforts to get closer to the platform’s users’ experience. Furthermore, the platform isn’t simply for IT any longer. All departments can take advantage of the platform’s capabilities to meet staff productivity goals while also providing a positive user experience that strengthens the brand.

Finally, we’ll make an unapologetic plug. For Americas Services Partners, Crossfuze got the highest Customer Satisfaction Award. 

Crossfuze was honored by ServiceNow at Knowledge18’s Global PartnerNow Summit. Receiving such a prestigious medal is an honor. It’s not just a feather in our cap, but it also adds value to our clients by demonstrating that we’re committed to their platform’s short- and long-term success.

Insights on Knowledge demand

Using the Knowledge Demand Insights tool, you may identify knowledge gaps and improve the content of your knowledge base.

The Insights of Knowledge Demand is a feature that allows you to find knowledge gaps in your knowledge bases automatically. Knowledge gaps relate to topics where knowledge bases are missing articles.

The following are some of the advantages of bridging knowledge gaps:

  • Boost the Efficiency of Self-Service: Self-service users get more relevant information for how-to queries, troubleshooting, and research.
  • Incident Resolutions or Increase Cases: Having appropriate knowledge on hand can help you avoid future problems.
  • Improvement of Case Resolution: More relevant knowledge articles can be found to help agents address cases, occurrences, and problems, among other things.

Information on Activation 

The Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml) is required for the Knowledge Demand Insights feature. See this page for further details on Knowledge Management Predictive Intelligence and Additional Knowledge Management Plugins.

Demanding the insights dashboards

You can utilize a demand insights dashboard to analyze candidate knowledge gaps and create knowledge gap feedback tasks. Demand Insights, Demand Insights for Cases, and Demand Insights for Incidents: Requests are all included in the Knowledge Demand Insights feature by default. For incidents, HR cases, and customer service cases, similar Knowledge dashboards, and HR Cases are available. You can also make a dashboard for additional tasks. You should have read access to the tasks as well as the “sn_km_ml.knowledge curation user” role to view the dashboard of demand insights. For further information, please visit Using the dashboard of demand insights, evaluate knowledge gaps and Create feedback activities for knowledge gaps.

Cases Dashboard with Demand Insights

You can use the Cases Dashboard with Demand Insights to see whether cases have no or knowledge coverage is insufficient as a Case manager for customer support. To avoid such situations, you can develop feedback activities for knowledge gaps.

The Cases Dashboard with Demand Insights is part of the Knowledge Management Predictive Intelligence Plugin (com.snc.knowledge_ml). See this page for more details. Knowledge Management with Predictive Intelligence and Additional Knowledge Management Plugins.

Cases Dashboard with Demand Insights

Incidents Dashboard with Demand Insights

You can use the Incidents dashboard with Demand Insights to see whether incidents have no or insufficient knowledge coverage as issue management. To avoid such instances, you can design feedback activities for knowledge gaps.

The Incidents dashboard with Demand Insights is included in the Knowledge Management Predictive Intelligence Plugin (com.snc.knowledge_ml). For further information, please visit Knowledge Management with Predictive Intelligence and Additional Knowledge Management plugins.

Incidents dashboard with Demand Insights

HR Cases Dashboard with Demand Insights

The HR Cases Dashboard with Demand Insights allows you to see which HR cases have no or insufficient knowledge coverage as an HR agent. To avoid such HR problems, you might design tasks for providing feedback on knowledge gaps

Note: For HR Cases Dashboard with Demand Insights, the App Scoped on Human Resources should be activated: Knowledge Management Predictive Intelligence Plugin [com.snc.knowledge_ml] and Core plugin [com.sn_hr_core].

HR Cases dashboard with Demand Insights.

Conclusion:

In this article, you have seen the insights of ServiceNow’s knowledge on various aspects of the platform including the knowledge of causes, incidents, and HR case dashboards.