4. Future Consideration
Enhancements Needed for Knowledge Studio Integration and User Experience
- No rich text editor currently available to edit suggested articles => poor user experience for KB author
- No current integration with ServiceNow knowledge module for article editing => poor user experience for the KB author; extra time spent having to login and copy-paste suggested KB draft into SHARP
- No current integration with “Writing AI ready” Knowledge templates indicated by Moveworks and currently used to write articles that can be ingested by Ada => could result in publication of new articles that are not ingested
- “KB Updates” view should highlight (e.g. color coding) differences between existing KB and suggested KB by knowledge studio when these are opened side-by-side in 2 column view => to make clear for knowledge author what are the KB modifications suggested
- “Sources” indicated for KB update suggestion are not really individual sources, but different lines of text within a single INC with ingested Work Notes => this is misleading - knowledge author will interpret that an update suggestion comes from multiple tickets with related Work Notes. This skews perception of credibility of an update. Should be fixed so that 1 “source” stands for 1 ticket containing relevant hints for the respective KB update/creation suggestion.
- Knowledge Studio currently favors tickets with largest amount of Work Notes as a KB suggestion => for more accurate suggestions and information, the model should also consider ticket age (favor newer tickets over older ones), whether any major incident / problem ticket / P1-P2 ticket exists for the topic (might contain final resolution for a known major issue) …
- “KB Updates” currently only offers generic guidance on which KBs to update. For example, for a PKI Card KB Update suggestion, it displays a large number of existing KB articles without detailing which specific articles should the update be added in => model should be improved as to be more specific
- Information on knowledge gap areas per Coverage and Effectiveness used to be able in "Answers Insights" dashboard, now this has been significantly trimmed down within BPI. Can this type of dashboard or some metrics/info within be added to Knowledge Studio?
- Roles/Access management – need to clarify how this will align with our ServiceNow knowledge management roles => Granting Knowledge Studio access to every ServiceNow user with ITIL access is not something we want – some articles are restricted from view based on role. Also, before users are able to publish / edit articles, we require them to take specific trainings on the knowledge lifecycle and the KB editor tool. Additionally, we’d want them all to be trained in Knowledge Studio.