How Best Buy and Novo Nordisk Designed the Ultimate Knowledge Article Experience

Is your team struggling with scattered, inconsistent knowledge articles that interfere with their ability to do — and enjoy — their jobs?

If so, you’re not alone.?

Here’s the good news: Intellective’s Amaze platform seamlessly integrates with your ServiceNow instance to transform clunky resources into streamlined, user-friendly knowledge articles.

The result? Employees get exactly what they need, delivered efficiently and engagingly.

Join our first episode of Wow on Now, a series dedicated to helping businesses elevate employee experience on the ServiceNow platform. In it, our CEO, Ritesh Dalal, shares key insights on how to transform ServiceNow Employee Center for better engagement and adoption with the Amaze platform.

Below is a step-by-step approach for elevating user experience, inspired by real success stories from Best Buy and Novo Nordisk, who used Amaze to transform their knowledge management and employee experience. Make sure to tune into the webinar for the full story!

Step 1: Standardize and Simplify Knowledge Articles?

When information is hard to find or formatted inconsistently, it creates more problems for your employees than solutions.?

Here’s how to fix it:

• Standardize content: Begin by determining one cohesive article format that can apply to a diverse range of article types, create a template and style guide for those models, and apply that format across all knowledge articles.
• Improve accessibility and navigation: Simplify article searchability and structure so employees can quickly locate relevant information, boosting usability and reducing frustration.
• Reduce resolution time: Empower your support teams to resolve employee requests faster with standardized, easily searchable knowledge articles, minimizing delays and enhancing productivity,?

Step 2: Create Mobile-Friendly, Branded Content for Self-Service?

Empowering employees to solve their own issues boosts engagement and improves service efficiency.?

Here’s how to create content that employees love:

• Go mobile: Ensure your knowledge center is accessible on any device. This flexibility means employees can access information anytime from anywhere, lowering their reliance on support teams.
• Brand it: Branded templates not only look professional, but they reinforce your company’s identity, making the knowledge center feel like a part of the workplace. Strategic branding like this can help create stronger employee engagement.

Step 3: Implement AI-Driven Features for Relevant and Timely Information?

A well-organized knowledge base is effective, but adding AI can make it even more powerful by delivering the relevant information to employees quickly.

Here’s how to implement AI effectively:

• AI-driven knowledge creation: Amaze integrates with AI engines to help with content creation, enhancements, and even translation, providing relevant information quickly and accurately.
• Enhanced grammar and accessibility: With AI-powered grammar correction and accessibility tools, Amaze ensures knowledge articles are polished, professional, and easy to understand across diverse languages and formats.

Ready to Transform Your Knowledge Articles? Tune In to Wow on Now.

If you found these insights helpful, don’t miss the inaugural episode of Wow on Now. Hear directly from leaders at Best Buy, Novo Nordisk, and Intellective as they share their experiences enhancing Knowledge Article design to meet user needs.?

You’ll gain practical steps to transform your existing knowledge management into a self-service powerhouse that drives employee satisfaction and productivity.

Register here to join us

We hope to see you there!