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Knowledge Management

Today, many customers and employees faced with issues or questions prefer to find the answer themselves rather than contacting customer service or the helpdesk. In addition, the pressure to deliver the most cost‑effective service is ever present. A knowledge base of solutions and articles not only helps address these needs, but combined with a self‑service portal it provides a hassle‑free experience for customers and employees.

ServiceNow® Knowledge Management provides an out‑of‑box, integrated knowledge experience for customers and employees as well as the agents who serve them. Agents can search as well as create knowledge while resolving issues. Knowledge managers have powerful workflow and publishing tools. Integrated with the configurable Service Portal, customers and employees can easily search for knowledge to solve their problems faster, boosting satisfaction and reducing service costs.

Provide an Effortless Self-Service Experience

Support menu, with text “Knowledge is integrated with other self-service options” and results list with text “Easily search available articles and filter to narrow results”

Provide an Effortless Self-Service Experience

Reduce Resolution Time With Contextual Knowledge

Knowledge results menu, with text “Potential solutions are suggested from available knowledge as cases or incidents are created”

Reduce Resolution Time With Contextual Knowledge

Crowdsource Your Knowledge From Communities

Crowdsource Your Knowledge From Communities

Crowdsource Your Knowledge From Communities

Implement Knowledge Processes That Fit Your Company

Publish/retire workflow, with text “Use rules to automate publication activities within each knowledge base”

Implement Knowledge Processes That Fit Your Company

Push Relevant Knowledge to Customers and Employees With Subscriptions

Subscribe button, with text “Choose to be notified of changes to individual articles or entire knowledge bases”

Push Relevant Knowledge to Customers and Employees With Subscriptions

Track Key Usage and Publishing Metrics With Knowledge Dashboard

KPIs tab, with text “Use analytics to drive actionable improvements to knowledge publishing and use, as well as measure deflection rates”

Track Key Usage and Publishing Metrics With Knowledge Dashboard

Benefits to Your Enterprise

Everyone is looking for faster ways to find information, solve problems, and improve productivity. Knowledge Management can help you empower your customers and employees with self‑service, capture the expertise of agents, and reduce costs.

Enable Proactive Self-Service

Expose available knowledge through a highly configurable Service Portal that allows end users to search, browse, and view articles from their desktop or mobile device

Present knowledge articles to users as they submit cases and incidents, deflecting service requests

Push relevant knowledge to customers and employees with Subscriptions

Display potential knowledge articles to agents as they create cases or incidents to reduce time spent searching and speed resolution

Man with Devices

Easily Capture and Manage Knowledge

Take advantage of the “wisdom of the crowd” by validating and publishing solutions posted by customers in Customer Service Management’s Communities

Use versioning to track through the various stages of its lifecycle

Stay aware of key usage and publishing metrics with knowledge dashboard

Monitor knowledge base and article utilization and user feedback to fine tune your publishing processes

ServiceNow Tunnel

Customize Knowledge Processes

Take advantage of the superior workflow capabilities of our Now Platform

Configure your knowledge publish and retire workflows

Allow each department to maintain its own knowledge base with custom workflows

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