ServiceNow

ServiceNow Knowledge Management

8.0 /10

What is ServiceNow Knowledge Management?

Increase self-service rates for customers and employees—and boost agent productivity with contextual knowledge, driven by machine learning.

Company Details

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ServiceNow Knowledge Management Ratings

Real user data aggregated to summarize the product performance and customer experience.

93 Likeliness to Recommend

100 Plan to Renew

91 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+100 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow Knowledge Management?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Feature Ratings

Average 93

Cataloging

100

Reporting and Analytics

100

Intelligent Search

100

Role-Based Access

Bulk Actions

AI Capabilities

Multi-Language Support

Rich Text Editor

Workflow and Approval Management

Configurable Knowledge Repository

Version Control

Vendor Capability Ratings

Average 89

Availability and Quality of Training

100

Breadth of Features

100

Business Value Created

100

Ease of Customization

100

Ease of Data Integration

100

Ease of Implementation

100

Ease of IT Administration

100

Product Strategy and Rate of Improvement

100

Quality of Features

100

Usability and Intuitiveness

100

Vendor Support

100

ServiceNow Knowledge Management Reviews

Saqib A.

Role: Sales Marketing
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Higher Success with Self-Service

Likeliness to Recommend

10 /10

What differentiates ServiceNow Knowledge Management from other similar products?

ServiceNow’s AI-powered search engine can help users find relevant information quickly and easily. This platform can automate routine tasks and workflows, freeing up time for IT teams. ServiceNow integrates seamlessly with Microsoft Teams so user can find the relevant information in the flow of their work instead of jumping and logging in between the systems.

What is your favorite aspect of this product?

Knowledge articles are offered as suggestions right in context. When a user intends to create a ticket, relevant help articles are offered as possible solutions as user types in the issue description. It has helped me a ton in resolving my own issues by following instructions in the knowledge article without raising a ticket or engaging a helpdesk agent. Visual timeline of the ticket history makes is very easy to understand the history and trail of actions.

What do you dislike most about this product?

Ticket creation form needs to be simplified.

What recommendations would you give to someone considering this product?

Evaluated ServiceNow product suite holistically to empower the end users. If you are considering only helpdesk ticketing use case, think about the efficiency gains and speedy resolution to be realized by incorporating the Knowledge module. Consider the integration of ServiceNow with your collaboration tools such as Microsoft Teams, Slack etc to make it easier for your users to create ticket, review status right from the tool where they spend most of their day.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Pratyush R.

Role: Information Technology
Industry: Engineering
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2022

Great product.I suggest to go for knowledge mgmnt.

Likeliness to Recommend

9 /10

What differentiates ServiceNow Knowledge Management from other similar products?

Knowledge management is the process by which an enterprise gathers, organizes, shares and analyzes its knowledge in a way that is easily accessible to employees. This knowledge includes technical resources, frequently asked questions, training documents and people skills.

What is your favorite aspect of this product?

Increase self-service rates for customers and employees. Boost agent productivity with contextual knowledge, powered by machine learning.

What do you dislike most about this product?

Needs additional role to implement.

What recommendations would you give to someone considering this product?

1-Technology excellence. Embrace speed and agility through automation. 2-Operating excellence. 3-Build and automate. 4-Employee experience. Keep your hybrid workforce engaged and productive.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

james v.

Role: Sales Marketing
Industry: Utilities
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

Legit and Determined Knowledge Based Application.

Likeliness to Recommend

9 /10

What differentiates ServiceNow Knowledge Management from other similar products?

ServiceNow is a legit channel that offer knowledge freely to people and companies regarding the business management. Further, ServiceNow has proper communications means, for integrated collaboration.

What is your favorite aspect of this product?

ServiceNow is the appropriate approach for Artificial Intelligent analysis a form that issues a detailed virtual presentation. More so, the mechanisms for marketing are included in the application and its needs are affirmed.

What do you dislike most about this product?

ServiceNow is objective, necessary and recognizes the need for knowledge. The program is proactive and suitable to make business thrive and go in to the highest corner.

What recommendations would you give to someone considering this product?

There is reliability and concreteness in ServiceNow, where skills and knowledge are shared accordingly. The requirements for ServiceNow to be operational in your company are minimal and economical.

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

ServiceNow Knowledge Management

What is ServiceNow Knowledge Management?

Company Details

Need Assistance?

ServiceNow Knowledge Management Ratings

93 Likeliness to Recommend

100 Plan to Renew

91 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+100 Net Emotional Footprint

How much do users love ServiceNow Knowledge Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Version Control Tracking of document versions with each iteration of document changes.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

ServiceNow Knowledge Management Reviews

Saqib A.

Higher Success with Self-Service

Likeliness to Recommend

Pros

Pratyush R.

Great product.I suggest to go for knowledge mgmnt.

Likeliness to Recommend

Pros

james v.

Legit and Determined Knowledge Based Application.

Likeliness to Recommend

Pros

Feature Ratings

Cataloging

Reporting and Analytics

Intelligent Search

Role-Based Access

Bulk Actions

AI Capabilities

Multi-Language Support

Rich Text Editor

Workflow and Approval Management

Configurable Knowledge Repository

Version Control

Vendor Capability Ratings

Availability and Quality of Training

Breadth of Features

Business Value Created

Ease of Customization

Ease of Data Integration

Ease of Implementation

Ease of IT Administration

Product Strategy and Rate of Improvement

Quality of Features

Usability and Intuitiveness

Vendor Support