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Knowledge Management

Increase self-service rates for customers and employees—and boost agent productivity with contextual knowledge, driven by machine learning.
Using Knowledge Authoring with Microsoft 365 Word

Authoring with Microsoft Word Online

Simplify the knowledge authoring experience, shorten the learning curve, and deliver an additional authoring experience by seamlessly integrating Microsoft Word Online.

Identification and visualization of knowledge gaps with Knowledge Management technology

Knowledge demand insights

Improve self‑service and case resolution by automatically identifying and visualising knowledge gaps using machine learning and assigning gaps to authors for resolution.

Knowledge sharing during work process with Knowledge Management technology

In-context knowledge creation

Increase knowledge relevancy by empowering agents and employees to capture knowledge articles in context during work processes, such as case or incident management.

Manage knowledge sharing feedback with Knowledge Management technology

Knowledge feedback management

Continuously improve organisational knowledge with an actionable, out‑of‑the‑box, closed‑loop feedback process to act on customer and internal user feedback.

Create and manage articles from community with Knowledge Management technology

Knowledge harvesting

Crowdsource knowledge and convert unstructured conversations into structured knowledge by harvesting new knowledge articles from solutions in active and engaged communities.

Additional Knowledge Management features

Analytics and dashboards
Monitor knowledge base and article utilisation, publishing timelines, article ageing, user feedback, and knowledge gaps to fine‑tune your knowledge base content and publishing processes.

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.

Knowledge-Centered Service (KCS®)
ServiceNow Knowledge Management is KCS* v6 Verified for ServiceNow(r)® Customer Service Management. This verification means we bring industry best practices to our customers and have met the latest standards from Consortium for Service Innovation™ for products that support Knowledge‑Centered Service.

* KCS® is a service mark of the Consortium for Service Innovation™.

 

Feature details

Close Event Overlay.
Analytics and dashboards
Monitor knowledge base and article use, publishing timelines, article ageing, and user feedback to fine‑tune your knowledge base content and publishing processes. Analyse case deflection through self-service and use machine learning to cluster searches with poor results to identify knowledge gaps.
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.
Authoring with Microsoft Word Online
Integrate the knowledge authoring experience by allowing authors and contributors to create and edit content in Microsoft Word Online. Then use ServiceNow workflows to publish as knowledge articles. Use Word Online’s native comment and collaboration features to shorten the learning curve for authors.
Contextual search
Cut resolution time by suggesting agent answers matching text customers and employees enter during case/incident creation. Present relevant articles to deflect service requests.
Customised search
Configure the search results page with multiple methods of filtering and sort a list of search results.
Extended search capabilities
Search external content sources, with external and internal knowledge displayed in a single results list. Use search engine optimisation to permit popular search engines to index knowledge articles.
Group ownership
Assign articles to content ownership groups. Enable teams to manage content feedback and maintenance, improving article quality and timeliness of responses.
Guided set-up
Simplify setup and deploy Knowledge Management with ITSM or CSM 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.
In-context knowledge creation
Increase knowledge relevancy by empowering agents and employees to capture knowledge articles in context during work processes, such as case or incident management.
Integration with Service Portal
Expose available knowledge through the Service Portal and allow customers and employees to search, browse, and view articles via desktop or mobile device.
Knowledge blocks
Create reusable knowledge article content blocks to reduce redundant content and improve authoring productivity.
Knowledge demand insights
Improve self-service and case resolution by automatically identifying and visualising knowledge gaps using machine learning and assigning gaps to authors for resolution.
Knowledge feedback management
Continuously improve organisational knowledge with an actionable, out-of-the-box, closed-loop feedback process to act on customer and internal user feedback.
Knowledge harvesting
Crowdsource knowledge and convert unstructured conversations into structured knowledge by harvesting new knowledge articles from solutions in active and engaged communities.
Knowledge translation management
Create and assign article translation tasks automatically, compare languages side by side, identify missing translations, and optionally integrate with third party translation tools.
Knowledge-Centered Service (KCS®)
ServiceNow Knowledge Management is KCS* v6 Verified for ServiceNow Customer Service Management. This verification means we bring industry best practices to our customers and have met the latest standards from Consortium for Service Innovation™ for products that support Knowledge‑Centered Service.
* KCS®is a service mark of the Consortium for Service Innovation™.
Microsoft 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.
Similar articles
Surface similar articles through machine learning to help portal users and agents find solutions quickly and help knowledge authors identify potential duplicates.
Subscriptions
Increase self-service rates and user engagement by pushing relevant knowledge to customers and employees. Allow users to subscribe to knowledge articles and entire knowledge bases to receive notifications when articles are created or modified.
Workflow
Take advantage of the superior workflow capabilities of the Now Platform® to configure your knowledge publish and retire workflows. Allow each department to maintain its own knowledge base with custom workflows.

Benefits of Knowledge Management

Increase user satisfaction

Provide consistent, proven resolutions for your customers and employees to boost self-service.

Promote knowledge sharing

Empower agents to create articles in the context of their work and harvest knowledge from communities.

Drive continuous improvement

Identify knowledge gaps, curate new content, and track usage, governance, and quality trends.

Don’t just take our word for it

See how companies like yours use Knowledge Management to Increase self-service and boost productivity.

MEDIA/TECHNOLOGY

Saved $450k per year

NICE transformed customer support with instant access to relevant, contextual knowledge.

TECHNOLOGY

Reduced resolution time 30%

Basware reduced case volume and resolution time with an integrated knowledge base.

TECHNOLOGY

Cut time to relief by 52%

ServiceNow speeds knowledge sharing and case resolution with Knowledge-Centered Service (KCS®).

SERVICES

Cut 3k monthly calls

Flight Centre Travel Group boosts self-service and reduced service desk calls on the Now Platform®.

How to get Knowledge Management

Simplify how work gets done and deliver intuitive experiences using a powerful workflow engine with native artificial intelligence on the Now Platform®.

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Communities

Connect customers and employees with their peers to find answers and solve problems.

Service Portal

Design a self-service user experience with a responsive portal interface.

Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.

// 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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