Pinned KB-Articles & deflection offer powerful tools to enhance knowledge management and boost self-service efficiency. In fact, implementing these features can improve self-service success by 60%, reduce search times by 50%, and foster a knowledge base that supports user needs. By automating pinned articles and leveraging deflection metrics, ServiceNow transforms the user experience, making knowledge more accessible, relevant, and actionable.

Why Prioritize Pinned KB-Articles & deflection?

Feature/Version	Washington Standard	Washington Pro	Xanadu Pro
Pinning Articles	Yes	Yes	Yes
Managing Pinned Articles	Basic management (pin/unpin)	Advanced management (reorder, pin/unpin)	Enhanced management with AI suggestions
User Experience	Pinned articles appear prominently	Pinned articles with better visibility and customization options	AI-driven recommendations for pinned articles
Additional Features	Standard Knowledge Management tools	Enhanced analytics and reporting	AI Agents, RaptorDB Pro, Generative AI enhancements

Pinned KB-Articles and Deflection Metrics drive better knowledge engagement and reduce support dependency, ensuring the knowledge base is both functional and user-centered. Here’s how:

1. 60% Self-Service Success Improvement: Pinning critical, high-traffic articles ensures users can find answers quickly, without extensive searches.
2. 50% Reduction in Search Time: Deflection metrics help identify and address content gaps, allowing for a streamlined, efficient search experience.
3. Higher Engagement via AI-Driven Recommendations: With automated content suggestions, ServiceNow knowledge bases stay responsive to emerging trends and seasonal needs.

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Steps to Implement and Optimize

1. Identify and Pin High-Value Articles

• Purpose: Pinned articles increase the visibility of frequently referenced content, making essential information easy to find.
• Standard Version: ServiceNow’s Standard license supports basic manual pinning based on view counts and ratings.
• Pro and Xanadu Automation: Advanced versions add predictive analytics to automate pinning for high-demand content based on user trends, reducing the need for manual updates.

2. Regularly Analyze Deflection Metrics

• Purpose: Deflection metrics offer insights into the knowledge base’s effectiveness by tracking unsuccessful searches, abandoned articles, and high exit rates.
• Standard Reporting: Standard ServiceNow licenses provide basic analytics to support deflection monitoring.
• Pro and Xanadu Insights: Pro users access advanced, real-time deflection metrics, helping identify gaps and optimize content relevance. The Xanadu version also adds AI-driven content suggestions based on deflection patterns.

3. Maximize Impact with AI-Driven Content Recommendations

• Purpose: AI recommendations automatically suggest relevant content updates and seasonal articles, ensuring the knowledge base remains aligned with user needs.
• Standard Capabilities: Provides static recommendations that require manual selection.
• Pro and Xanadu AI Capabilities: Pro licenses offer AI-driven suggestions based on trends and user data. Xanadu’s advanced AI provides continuous updates, automates tagging, and ensures relevant articles are always at the forefront.

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Feature Comparisons for Deflections Across ServiceNow Licenses

Feature	Standard (Washington)	Pro (Washington)	Xanadu Pro
Deflection Metrics Analysis	– Basic reporting with limited deflection tracking. – Focus on views and article helpfulness.	– Comprehensive deflection insights with real-time updates on unsuccessful searches, exits, and abandoned articles.	– In-depth deflection analytics with AI-driven insights. – Proactive recommendations for new content based on deflection patterns and usage gaps.
Knowledge Article Insights Dashboard	– High-level article performance data (views, ratings). – Limited filtering options.	– Interactive dashboards with customizable views. – Track deflection rates, search trends, and abandoned searches.	– Full-service insights dashboard with real-time trend analysis and scheduled reports. – Includes content suggestions to reduce deflection.
AI-Driven Content Recommendations	– Limited to static content relevance scores and manual recommendations. – No predictive tagging.	– AI-driven, contextual recommendations for seasonal and relevant content. – Pinning suggestions based on trends.	– Advanced AI for continuous, contextual recommendations based on emerging needs. – Automated tagging and frequent updates.

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Value Statement for ServiceNow Executives and Users

Pinned KB-Articles and Deflection Metrics not only streamline ServiceNow’s knowledge base but also transform it into a responsive tool that supports faster problem-solving, efficient user engagement, and simplified learning:

• CIOs and CTOs: By prioritizing knowledge automation, organizations can cut dependency on support teams, improve operational efficiency, and optimize resources.
• ServiceNow Users: Knowledge automation provides rapid access to relevant information, creating a smooth user experience and reinforcing the knowledge base as a reliable tool.

With ServiceNow’s Pro and Xanadu capabilities, organizations can elevate knowledge management by aligning it with real-time user needs and leveraging AI for intelligent recommendations. This approach to Pinned KB-Articles & Deflection is essential for driving self-service success, enhancing user engagement, and maximizing the value of the ServiceNow investment.

Other Pinned KB-Articles & deflection Resources

• Accelerate ServiceNow-Knowledge with Microsoft-Word
• Case Deflection setup for Viewing a Knowledge Article
• Generate a KB article from similar incidents by using Now Assist
• Knowledge Blocks