Why Video Belongs at the Top Of Your ServiceNow Knowledge Articles
Employees don’t arrive at ServiceNow knowledge articles ready to read. They arrive confused, stressed, or mid-task. This article explains why video belongs at the top of knowledge articles and how early orientation, not more text, determines clarity, confidence, and self-service success.
ServiceNow is a Content Experience - Here’s Why
ServiceNow isn’t just a case management platform. It’s where employees go when they’re confused, stuck, or need answers fast. Employees don’t experience ServiceNow through features; they experience it through content clarity, search relevance, and trust. This post explains why ServiceNow succeeds or fails as a content experience - not a technical implementation.
Why ServiceNow Articles Fail Employees
ServiceNow knowledge articles often fail not because they’re wrong, but because they’re designed like documentation instead of answers. This post explains why experience design, findability, and ownership determine whether employees trust self-service or bypass it entirely.