FAQ

Got questions? We’ve got answers.

Knowledge FAQs

General Information

Previous Event Overlay. Next Event Overlay. Close Event Overlay.

What and when is Knowledge?

Knowledge 2020 is where extraordinary people come together to take work to the next level. Come and join the movement to learn how people like you are delivering modern digital workflows that unlock productivity and transform the employee and customer experience.

 

Knowledge is happening Tuesday, May 5 through Thursday, May 7, 2020 in Orlando, Florida. There will be pre-conference content and programs beginning on May 3, 2020. Please reference our conference agenda for more information.

 

The main Knowledge conference takes places at two main venues in Orlando, Florida—the Orange County Convention Center (OCCC) and the Hyatt Regency Orlando. Additional venues may be added.

 

Orange County Convention Center (OCCC)
9800 International Drive, Orlando, Florida 32819

 

Hyatt Regency Orlando
9801 International Drive, Orlando, Florida 32819

Knowledge – FAQs

Registration, Payments, and Changes

Previous Event Overlay. Next Event Overlay. Close Event Overlay.

How do I register for Knowledge?

Registration is easy! Visit our website to register for Knowledge 2020. To register for the conference, you’ll need to log in or create a ServiceNow Account [add link]. Your ServiceNow account will be used to update your registration record, review housing details, select sessions and activities, and make changes to your event details.

How much does it cost to attend?

Please visit our Pricing Page for Knowledge registration fees and options.

What is the payment policy?

Credit card payments will be processed through the registration system. We accept VISA, Mastercard, American Express, and Discover. No other card types are accepted. Check and Purchase Order payments can be made through your company’s ServiceNow sales account manager.

Are group discounts available?

Yes! There are two levels of group discounts available: Groups of 3-19 and Groups of 20+.

 

To qualify for a group discount, all registrants must be from the same organization and passes must be purchased at the same time. One delegate from the company can make this purchase through our registration process. Once passes are purchased, the delegate will enter the names of those attending with the group and those attendees will receive an invitation to register. Visit our Pricing Page for Knowledge registration fees and options.

Will I receive a registration confirmation number once my registration is final?

Yes! Upon completion of your online registration, you’ll receive an automated email confirmation at the address provided. Your email confirmation is also your registration payment receipt.

How will I receive my registration details if I pay via contract?

Customers who purchase passes through a ServiceNow contract will receive an email with more information on how to register for the conference. We will update this FAQ when contract pass codes are available.

How do I obtain a registration invoice?

ServiceNow does not invoice for registrations. Payments can be made by Visa, Mastercard, American Express or Discover before you can receive your conference credentials. Check and purchase order payments can be accepted through your ServiceNow sales account manager. To pay by check or purchase order, conference passes must be purchased through a ServiceNow contract via order form. Please contact your sales account manager for more information. All payments must be received by May 1, 2020.

What is the registration cancellation policy?

All cancellations must be sent via an email to knowledge@servicenow.com.

 

- For a full refund less $150 credit card and registration processing fee: Cancellations must be received by April 5, 2020, 5:00 pm PST.

- No refunds will be given for cancellations received after April 5, 2020, 5:00 pm PST.

- Refunds will not be issued for group pass purchased codes at any time.

- Refund policy does not apply to packages with no registration fees.

- Refunds will not be given to attendees who do not pick up their badge credentials onsite.

- If your visa application is denied and you choose to cancel your registration, you still need to adhere to the Cancellation Policy deadlines listed above.

 

Important note: Registration cancellation or substitution of your registration does not automatically cancel or update your hotel reservation. Both hotel and travel reservation cancellations are the exclusive responsibility of the registrant.

Can I bring a guest?

Yes! Each registered Knowledge attendee is permitted to purchase one Guest Social Pass. The cost for a Guest Social Pass is $350.00 and permits your guest to attend our evening activities. Please visit our Pricing Page for Knowledge registration fees and options. Please note: The Knowledge attendee must be 21+ and have a full conference pass to be eligible to purchase a Guest Social Pass.

Are significant others or children invited to evening activities at Knowledge?

Each registered Knowledge attendee is permitted to purchase one Guest Social Pass. The cost for a Guest Social Pass is $350.00 and permits your guest to attend our evening activities. Visit our Pricing Page for Knowledge registration fees and options. Please note: The Knowledge attendee must be 21+ and have a full conference pass to be eligible to purchase a Guest Social Pass.

How can I make a change to my existing registration?

You can update your registration at any time by visiting your My Info page – your personalized registration dashboard. For cancellations and name changes, please contact us at knowledge@servicenow.com.

Can I register on behalf of someone else? A group?

Anyone planning to attend Knowledge needs to register using an existing ServiceNow Account login or will need to create a new ServiceNow Account [add link] in order to complete the registration process. No two attendees can be registered with the same email address.

 

To qualify for a group discount, all registrants must be from the same organization and passes must be purchased at the same time. One delegate from the company can make this purchase through our registration process. Once passes are purchased, the delegate will enter the names of those attending with the group and those attendees will receive an invitation to register. Visit our Pricing Page for Knowledge registration fees and options

Am I permitted to make an attendee substitution?

Attendee substitutions from the same company may be made, at any time, at no charge but must be made in writing to knowledge@servicenow.com and include names of both the original and substitute registrants.

 

Important Note: Registration cancellation or substitution of your registration does not automatically cancel or update your hotel reservation. Both hotel and travel reservation cancellations are the exclusive responsibility of the registrant.

If I need to cancel my existing Knowledge registration, can I transfer my hotel reservation to another attendee?

Hotel reservations and changes once confirmed may be made directly through the hotel.

If I need to cancel my existing Knowledge registration, can I transfer my session reservation to another attendee?

Session transfers from one attendee to another can only be made if registrations are being transferred also. Unfortunately, we are unable to transfer sessions as a stand-alone process.

How can I access my Knowledge details?

You can log into your My Info page to manage your conference experience, prior to arriving at Knowledge.

What is not included in my registration for Knowledge?

The following items are not included in your Knowledge registration: Airfare, hotel accommodations, ground transportation to and from the airport, “add-ons” such as a Convenience Package, Conference Training, and our Guest Social Pass.

Knowledge – FAQs

Accommodations

Previous Event Overlay. Next Event Overlay. Close Event Overlay.

What hotels are available for Knowledge?

Knowledge partners with multiple hotels that are conveniently located within the Orlando area. By doing so we can provide discounted rates for our attendees at these official conference hotels. You can book your hotel during the registration process.

 

Knowledge does not take responsibility—or provide transportation to and from the conference—for reservations booked outside of the official hotels or through other reservation channels.

Does Knowledge offer special hotel rates?

Yes! Registered attendees are eligible for reduced rates at our official Knowledge conference hotels and can book immediately during the registration process. The hotel blocks do fill up quickly, so we strongly encourage you to reserve a hotel room for Knowledge early through our login system.

How do I book a hotel for Knowledge?

You can book your hotel reservation online immediately after registering for Knowledge or by accessing your My Info.

What are Convenience Packages? How do they work and what is included?

Convenience packages are an additional charge that allow you some additional conveniences as part of your Knowledge experience. These will be added to the Pricing Page on our website when they become available.

I want to arrive earlier / stay later than the Knowledge registration system is showing availability. How do I make this happen?

Hotel nights outside of official Knowledge conference dates are subject to availability at the time of booking and may be at the requested hotel’s prevailing rate.

 

If you would like to add additional nights outside of the conference dates, you can do so by selecting the additional nights available in the housing system. If you are unable to see your requested hotel nights, please contact Knowledge Housing KnowledgeHousing@i4devents.com for additional assistance.

The hotel I’m looking for isn’t included in my options on the Knowledge registration site. Why is this?

Hotel room inventory at official Knowledge conference are limited and may sell out, as they are available on a first-come, first-served basis. For best results, use the check-in date of Monday, May 4 (or earlier if you are attending our pre-conference), and the checkout date of Friday, May 8, when searching for hotels.

Is there a deadline for booking a hotel through the Knowledge registration site?

Yes! These rates are effective until midnight on Tuesday, April 7, 2020, or until the rooms sell out. Hotel accommodations are on a first-come, first-served basis.

Are government rated hotel rooms available?

Attendees seeking the government per diem rate can book a hotel room at the Cabana Bay Beach Resort, starting at the special conference rate of $125 per night, valid Monday through Thursday, plus tax.

Will I receive a hotel acknowledgement number once my hotel is booked through Knowledge registration?

Yes! Once the hotel reservation process has been completed, you will receive a separate hotel acknowledgment. Please keep the hotel acknowledgment e-mail for your records.

May I contact the hotel directly to make a reservation and still receive the Knowledge-negotiated rate?

No. The reduced Knowledge rates are only available to registered conference attendees through the Knowledge Registration and Housing portal. New hotel reservations and changes must be made on you’re My Info page.

Is a hotel deposit required to guarantee my reservation?

Yes! All hotel room reservations will require a deposit of one night’s room and tax will be charged to the credit card used to guarantee the reservation. Deposits will be charged as early as Wednesday, April 8, 2020.

Can I make a hotel reservation without a credit card to guarantee it?

No. All hotel reservations require a valid credit to guarantee the reservation and complete the hotel booking.

Can I pay the hotel with a different credit card than the one I used to guarantee my reservation?

Yes! The original card used to guarantee the reservation will be charged the deposit. A different card can be presented at check-in for remaining charges. Please note that you must be the cardholder for the credit card presented at check-in.

When will I be charged for my stay?

A deposit of one night’s room and tax will be charged to the card on file to guarantee the reservation as early as Wednesday, April 8, 2020. You will be financially responsible for all other nights, as well as incidentals, when you check-into your hotel.

What is the cancellation policy?

If you need to cancel your hotel reservation, your cancellation must be received at least five (5) days prior to arrival to receive a full refund of the deposit. Refunded credit card deposits will appear on your next credit card statement.

 

Cancellations made within five (5) days of your scheduled arrival date will result in a forfeited deposit.

 

If you do not arrive on your scheduled arrival day (“no-show”), your deposit will be forfeited, and the remaining nights of the hotel reservation will be canceled.

What is the check-in /check-out policy?

Standard hotel check-in begins at 3:00 p.m., and hotel check-out is 11:00 a.m., local time.

 

These times may vary based on individual hotel guidelines.

Do the conference hotels offer complimentary Wi-Fi?

In-room wireless internet is available to all attendees and is included in the nightly hotel room rate or resort fee (if applicable).

If I need to cancel my existing Knowledge registration, can I transfer my hotel reservation to another attendee?

No. Hotel reservations made through the Knowledge Housing portal are non-transferable. The substituting attendee will need to book a new hotel reservation after completing the registration process and provide a separate credit card to guarantee the reservation.

Can I book a hotel on behalf of someone else? Or book multiple rooms for a group?

No. All attendees must complete their own registration and hotel reservation.

Knowledge – FAQs

Travel and Transportation

Previous Event Overlay. Next Event Overlay. Close Event Overlay.

Where is the Orange County Convention Center (OCCC)?

The Orange County Convention Center (OCCC) is located at 9800 International Drive, Orlando, FL 32819.

Where can I find information about traveling to Orlando?

Please visit the Orlando Visitor Guide for more information about where to stay and what to do while visiting the area.

What is the closest airport to Knowledge?

Orlando International Airport is the closest airport to the Orange County Convention Center (OCCC). The OCCC is approximately 12 miles, or about a 30-minute drive, away.

 

Please note that attendees are responsible for their own transportation to and from the airport. Transportation to and from the airport is not provided by Knowledge.

I am not a resident of the U.S. How do I obtain visa information?

Please contact globalmobility@servicenow.com to understand your options for receiving a visa letter. Visa acceptance varies by country. We cannot guarantee any visa will be approved.

Does Knowledge provide transportation to and from the airport?

Transportation to and from the airport is not provided by Knowledge.

Will transportation be provided between the Orange County Convention Center and official conference hotels?

Yes! Shuttle service will be provided to and from all Knowledge conference hotels (unless they are within walking distance) and the Orange County Convention Center (OCCC). The schedule will be available on the Knowledge Mobile App before the start of the conference.

 

If you should require any mobility assistance, you will be prompted to supply this information during the registration process for Knowledge registration. If you have already registered, you may log into your "My Info” page and note your requirements or contact us.

Is there parking available at the Orange County Convention Center?

Yes! Parking is available for $17.00 per day at the West Building Lot. Should the West Lot fill, a free shuttle will be available between the West Lot and the North / South Parking Lots. You may find more details about parking HERE.

Knowledge – FAQs

Attendee Assistance and Accessibility

Previous Event Overlay. Next Event Overlay. Close Event Overlay.

How can I request accessibility accommodations at Knowledge?

You can request accessibility accommodations when registering for Knowledge by indicating that you have requirements. Additionally, a representative will contact you to collect more information from you about your specific needs to ensure a successful experience during our conference.

 

For any questions, please reach out to us at knowledge@servicenow.com

Whom shall I contact for assistance with special dietary needs or allergies while at the conference?

You will be prompted to supply this information during the registration process. If you have already registered, you can log into your registration to note your dietary requirements or contact us at knowledge@servicenow.com

 

In order for us to best accommodate your needs, please make any necessary requests no later than April 10, 2020. After your request has been received, you will receive an email 3-4 weeks out from the event to confirm your request.

Will assistance be provided for attendees with low or no vision?

Reserved seating is available in all keynote and breakout rooms. Additionally, Knowledge will have volunteers available to escort attendees throughout the conference upon request. Please indicate your request when registering for Knowledge.

Will assistance be provided for attendees with low or no hearing?

You can request captioning or sign-language interpreters when registering for Knowledge by indicating that you will need these services during the registration process.

Will accessible transportation be provided during Knowledge?

There will accessible shuttles operating during conference hours. Information and locations will be provided closer to the conference.

 

If you should require any mobility assistance, you will be prompted to supply this information during the registration process for Knowledge. If you have already registered, you may log into your My Info page and note your requirements or contact our support team.

 

In order to accommodate your needs, please may any necessary requests no later than April 10, 2020.

Is there priority seating at Knowledge?

Reserved seating for attendees with visible and invisible disabilities is available in our keynote and breakout rooms. If you require reserved seating, please plan to arrive at least 30 minutes before the keynote begins. Look for staff holding signs with the accessibility icons who will help direct you to your seat.

Are service animals allowed at Knowledge?

Service animals are absolutely welcomed to accompany you throughout the Knowledge conference.

How can I rent a scooter? Wheelchair? Mobility device?

Scooter and wheelchair rental services are provided by Scootaround Personal Transportation Solutions. Through the on-site rental location, guests can rent mobility scooters, wheelchairs and oxygen equipment for events held at the convention center.

 

Please note:
Advance reservations are encouraged for a scooter or wheelchair rental by visiting the Scootaround website,
Please call 1-888-441-7575 for more information.
Note that pick-up and drop-off locations for scooters and wheelchairs are located at the FedEx Office Business Centers in the respective concourses of the Knowledge conference.

Will mother’s rooms be provided for nursing mothers at Knowledge?

Yes! We will have dedicated mother’s rooms in various locations across the conference. The rooms will be clearly labeled and will provide privacy for nursing mothers. Please check back closer to the event for exact locations, room amenities, and hours.

Will quiet rooms be provided at Knowledge?

Quiet rooms will be available for prayer or quiet reflection during the conference, should you need it. Information and locations will be provided closer to the conference.

Are all-gender restrooms provided at Knowledge?

Yes! We will have all-gender restrooms throughout Knowledge. Information and locations will be provided closer to the conference.

Where there be opportunities for sharps disposal?

Please turn your items into one of our first aid stations for safe disposal. Information and first aid locations will be provided closer to the conference.

Knowledge – FAQs

Onsite at Knowledge

Previous Event Overlay. Next Event Overlay. Close Event Overlay.

How can I learn more about what’s happening at Knowledge?

Visit our Knowledge website to learn about all that is happening at this year’s event.

What are the registration locations and hours? Where can I pick up my badge?

Main Knowledge registration is located on Level 1 of the West Building at the Orange County Convention Center (OCCC).

 

Registration Hours*
Sunday 7:00 AM to 7:00 PM
Monday 7:00 AM to 9:00 PM
Tuesday 7:00 AM to 8:00 PM
Wednesday 7:00 AM to 5:00 PM
Thursday 7:00 AM to 7:00 PM

 

* subject to change

Will meals be provided at Knowledge?

Lunch and hearty snacks will be provided during Knowledge for conference attendees. Food is also available at official Knowledge evening events. Additional information regarding meal locations and times will be posted closer to the conference.

Note: In order to conserve resources and be good stewards of our planet, we will not be providing disposable water bottles. All registered conference attendees will receive a water bottle to use onsite. You may also bring your own water bottle to refill using the water bubblers placed throughout the OCCC.

What is the weather like in Orlando in May?

The average temperature for Orlando in May is as follows:
High: 88° F (31° C)
Low: 65° F (18° C)
3.45 inches of average rainfall

Will transportation be provided at Knowledge?

Yes! Shuttle service will be provided to and from all Knowledge conference hotels (unless they are within walking distance) and the Orange County Convention Center (OCCC). The schedule will be available on the Knowledge Mobile App before the start of the conference.

If you should require any mobility assistance, you will be prompted to supply this information during the registration process for Knowledge registration. If you have already registered, you may log into your registration and note your requirements or contact support team.

Will I have access to Wi-Fi at Knowledge?

Wi-Fi will be available at the Orange County Convention Center (OCCC). We will provide the access information on your Knowledge badge.

Is there a mobile app for Knowledge?

Yes!* The Knowledge mobile app is your guide for navigating the conference. Manage your agenda, keep up with the latest announcements, find your way around the conference, and learn more about all of our networking activities!

 

* More information will be available closer to the event.

Are there meeting spaces provided to attendees at Knowledge?

Space at Knowledge is extremely limited. There are open spaces to both network and collaborate throughout the conference, but there are no meeting rooms available for rental at Knowledge.

What is the recommended attire at Knowledge?

The dress code is business casual. The Knowledge conference does not host any formal business or social networking functions. While we do our best to control the temperature in session rooms, we recommend you bring removable layers for your comfort.

What types of networking events can I expect to attend at Knowledge?

Please check back closer to the conference for details about our networking events

What on-site services or accommodations are available?

The following services and accommodations are provided at the Knowledge conference:

 

- Mother’s Room. The Wellness Room in the West Building is on Level 2, West Hall C Lobby, to the right of the Citrus Café (Food Court C). There will also be Mother’s Pods.
- Prayer Room
- First Aid
- Security Offices
- Mobile App Help Desk
- Scooter Rental
- Lost & Found

When is the closing party at Knowledge and how do I attend?

The Knowledge closing party will be held at Universal Studios on Thursday, May 7, from 7:30 PM to 11:00 PM. More information about entertainment during our closing party will be announced closer to the event.

 

All attendees must bring your event credentials (Knowledge badge) in order to enter Universal Studios. Transportation will be provided from all Knowledge-contracted hotels. Visit our Pricing Page for information regarding a Guest Pass.

Knowledge – FAQs

Contact Us

Previous Event Overlay. Next Event Overlay. Close Event Overlay.

Who can I call for assistance with registration or any additional questions?

If you need any assistance with your Knowledge registration, please contact the applicable Knowledge support team listed below:

 

Knowledge 2020 Main Contact Information
Domestic: +1 866.855.3789
International: +1 650.416.8382
Email: knowledge@servicenow.com

Early bird savings ends February 14. Register now and save $200.