Knowledge Management Academy Session 3 - Processes and Roles Deep Dive

The Knowledge Management Academy is held live every second Tuesday of the month at 12pm EST. Register for the Knowledge Management Academy and other Platform Academies here: info.serviceno...
In this session, we'll cover the roles found in our knowledge management application and the processes those roles map to. We'll cover a little bit of KCS and KCS roles and what the confidence and governance fields mean. If you're looking to get a better understanding of each of the out-of-the-box roles we have, when you should use them, and what features they map to this is a good session to attend or watch the recording.
Here is the event with the PDF and Q&A for this session: www.servicenow...
Here are the resources covered in this session:
Knowledge Management Product Hub on Community - www.servicenow...
Knowledge Managers Discussion on Community - www.servicenow...
Link to this event for PDF and Q&A - www.servicenow...
Now Learning training - nowlearning.se...
Customer Success Center - www.servicenow...
ServiceNow Impact - www.servicenow...
Consortium for Service Innovation and Knowledge-Centered Service (KCS) resources - www.serviceinn...
OUTLINE:
00:00 Introduction
05:26 Personas
15:50 Ownership Group Personas
19:37 Q&A
21:29 Processes
22:08 Structing Knowledge Bases process and roles
23:48 Knowledge Workflows
28:23 Knowledge article lifecycle
29:05: Capture knowledge process and roles
33:30 Article Quality Index (AQI)
35:37 Use and reuse knowledge process and roles
36:35 Improve knowledge process and roles
42:19 Content health process and roles
43:58 Knowledge manager dashboards
48:09: Knowledge-Centered Service (KCS)
49:05 KCS Recommendations
51:32 KCS Personas
54:10 KCS Double Loop
54:51 KCS Confidence field and workflow mapping