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ServiceNow® Governance, Risk, and Compliance Illustration

Knowledge Management

 

When customers and employees have issues, many prefer to find an answer themselves rather than contacting customer service or an internal helpdesk. To address this need, companies require an easy‑to‑use and efficient knowledge management solution that makes it easy to incorporate knowledge creation–and ongoing improvements–into everyday work.

 

ServiceNow® Knowledge Management provides an out‑of‑box knowledge experience for customers, employees, and the agents who serve them. Powerful workflow and publishing tools let agents search for—as well as create—knowledge content while resolving issues. Integration with the Service Portal ensures that customers and employees can quickly find solutions that boost satisfaction and reduce service costs.

 

Benefits

Boost  productivity by resolving or deflecting cases, and incorporating new knowledge to address business issues

Increase user satisfaction by documenting answers to provide consistent, proven resolutions for customers and employees

Promote knowledge sharing and encourage company-wide knowledge crowdsourcing to eliminate information gaps

Application Highlights

Reduce costs while providing an effortless self-service experience

Integrate Knowledge Management with your Service Portal

Reduce costs while providing an effortless self-service experience

Cut resolution time by suggesting answers with contextual knowledge

Offer solutions as customers, employees, and agents submit issues

Cut resolution time by suggesting answers with contextual knowledge

Crowdsource new knowledge articles from solutions in Communities

Turn Community-proven solutions into knowledge articles

Crowdsource new knowledge articles from solutions in Communities

Push relevant knowledge to customers and employees with subscriptions

Keep customers and employees informed with updates to topics of interest

Push relevant knowledge to customers and employees with subscriptions

Track key usage and publishing metrics with knowledge dashboard

Monitor knowledge use and identifycandidates for new articles

Track key usage and publishing metrics with knowledge dashboard

Feature Details

All
  • Integration With Service Portal

    Expose available knowledge through the Service Portal and allow customers and employees to search, browse, and view articles from their desktop or mobile device.

  • Contextual Search

    Match text entered by customers and employees during case and incident creation to present relevant knowledge articles and deflect service requests.

  • Subscriptions

    Allow customers and employees to subscribe to knowledge articles and entire knowledge bases to receive notifications when articles are created or modified.

  • Article Versioning

    Create multiple versions of knowledge articles, track changes to updated articles, compare two versions of an article, and revert content to an older published version of an article.

  • Customized Search

    Configure the search results page with multiple methods of filtering and sort a list of search results.

  • Word Document Import

    Jumpstart your knowledge base by importing Word documents directly into Knowledge Management. HTML formatting supported by the editor, such as tables, lists, and links, as well as text styling are preserved. Images are added as attachments to the knowledge article and embedded in the article body.

  • Workflow

    Take advantage of the superior workflow capabilities of our Now Platform to configure your knowledge publish and retire workflows. Allow each department to maintain its own knowledge base with custom workflows.

  • Analytics and Dashboards

    Monitor knowledge base and article utilization, publishing timelines, article aging, user feedback, and more to fine‑tune your publishing processes.

  • Guided Setup

    Simplify setup and deploy Knowledge Management in ITSM quickly with easy‑to‑follow configuration steps and embedded help. Gauge your implementation progress with visual status checks and get your implementation right the first time, without the need for expert assistance.

Resources

You Can Get Knowledge Management With...

Because it is part of our Now Platform

Knowledge Management + Customer Service Management

Provide an effortless experience for customers and agents with self‑service options. Connect customer service with other departments to identify and resolve issues faster, reduce costs, and increase satisfaction. Proactively eliminate problems by analyzing trends and monitoring events.

Knowledge Management + IT Service Management

Consolidating fragmented tools and legacy systems while automating service management processes drives productivity, innovation, and end user satisfaction with effortless self‑help. Capture and package knowledge from across the organization and make it readily available for shared use by employees.

Knowledge Management + HR Service Delivery

Every day, thousands of HR service requests move back and forth between people and departments, creating inefficiencies and lengthy delays. Replace these unstructured work patterns of the past and make it easy for employees to get the service they need.