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Home | Agenda | Breakout New to ServiceNow

WED

The Building Blocks to a Robust Knowledge Base
Julia Lloyd,
Room : Starvine 10 and 11
Subject : Knowledge Management
Breakout : New to ServiceNow

This session focuses on how to use ServiceNow to build a robust knowledge base. Join NetApp and find out how they have successfully launched a self-service IT knowledge base for their company. You will get an overview of basic document management and Knowledge-Centered Support (KCS) principles and how they used the knowledge module to meet these. In addition, NetApp will showcase their templates, lessons learned, customizations they use, and how they utilize feedback and submission features as well as share the metrics they use to measure success.