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Case and Knowledge Management

Stop relying on inefficient processes and tools, like email and spreadsheets, to provide service to your employees.

 

ServiceNow® Case and Knowledge Management allows you to standardise the documentation and fulfilment of employee enquiries and requests—improving organisational efficiency and delivering a better service experience to your employees.

Benefits

Enhance efficiency when you manage, prioritize, and route all employee enquires and requests in one system.

Capture and share information by creating knowledge base articles on popular topics and frequently asked questions.

Improve service delivery when you gain visibility into the volume and types of employee enquiries and requests.

Application highlights

The Service Catalog allows you to easily define service offerings for employees.

A human resources catalogue with clear definitions of service offerings

The Service Catalog allows you to easily define service offerings for employees.

Make knowledge content from across the organisation available for all employees.

Knowledge base content helps all employees

Make knowledge content from across the organisation available for all employees.

Easily manage and prioritize cases with Agent Workspace.

Agent Workspace makes managing cases simple

Easily manage and prioritize cases with Agent Workspace.

Bulk case creation saves HR time.

An example of a HR Bulk Case Creation page

Bulk case creation saves HR time.

Reporting provides insights to both HR services and operations.

An example of a weekly total cost of case management screen with charts and graphs

Reporting provides insights to both HR services and operations.

Feature details

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  • Service Catalog

    Improve the employee service experience, accelerate service delivery, and reduce operational costs by providing a menu of services employees can choose from, backed by efficient workflows and automation.

  • Knowledge Management

    Make it easy for employees to find relevant, accurate, and consistent information on topics like employee relations, benefits, workplace safety policies, and training. Apply display criteria to the content within the articles or to an entire article in order to pre‑filter the relevant content for each employee.

  • Case Management

    Deliver efficient resolution of employee enquiries and issues with powerful features like bulk case creation, visual task boards, and employee tasking including electronic signatures.

  • Advanced Work Assignment

    Reduce the time and effort spent manually triaging and transferring cases to the right agent, by using Predictive Intelligence in HR Service Delivery.

  • Reporting

    Simple dashboards make it easy to proactively report on and improve the delivery of HR services. Now it is easy to understand the volume, types of services, and workloads handled by HR. This is the data you need to optimise resources and improve services.

Resources

Case and Knowledge Management
is part of…

HR Service Delivery

A suite of applications designed to make it easy for employees to get service from HR and other departments.

// Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch // Commenting on 02/23/2020 // To fix the slow page load on prod //Check with Zan and Alex later to see if we can add through Launch

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