Knowledge Management on the Now Platform

This path is targeted to the process user. The series of courses introduces the Knowledge Management process on the Now Platform and includes each stage of the Knowledge Management lifecycle: Draft, Review, Publish, and Retire. The courses are based on the Paris release of the Now Platform.

About this Path

Knowledge management is the process that aims to gather, analyze, store, and share knowledge and information within an organization. One goal of knowledge management is to improve efficiency by providing a solution once and using it repeatedly, reducing the need to rediscover knowledge.
In this path, you will gain an understanding of how the Now Platform® is used to locate, create, and assess knowledge articles, and the major activities involved in the Knowledge Management lifecycle.

Get Started with the Now Platform is a recommended but optional prerequisite course.

Identify the stages involved in the Knowledge Management lifecycle

Choose a knowledge base and access knowledge through the Service Portal

Describe the knowledge articles and title bar actions

Provide feedback on a knowledge article

Review article quality using AQI

Approve or Reject knowledge articles submitted for review

Post a question to a knowledge base and describe the meaning of each response indicator