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Knowledge Management

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

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 community solutions.

Power continuous improvement

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

Features of Knowledge Management

Simplify authoring with Microsoft Word Online

Microsoft Word authoring

Give users a familiar writing experience with seamless Microsoft Word Online integration.

Identify knowledge gaps using machine learning

Knowledge demand insights

Use machine learning to automatically identify and visualise knowledge gaps for assignment.

Manage and act on user feedback

Feedback management

Act on customer and internal user feedback with an out-of-the-box, closed-loop process.

Knowledge-Centered Service (KCS®) v6 verified

KCS® v6 verified1

Bring industry best practices to your organisation and ensure you’re meeting the latest standards.

 

1 Knowledge Management is Knowledge-Centred Service (KCS®) v6 verified. KCS® is a service mark of the Consortium for Service Innovation.

Additional Features

In-context creation

Capture knowledge articles while managing cases or incidents.

Knowledge harvesting

Convert solutions from conversations in active, engaged communities into knowledge articles.

Knowledge blocks

Create reusable knowledge article content blocks to reduce redundancy and improve productivity.

Analytics and dashboards

Monitor knowledge use, timelines, ageing, feedback, and gaps to fine‑tune content and processes.

AI search

Give users a powerful, consumer-grade search experience with relevant, personalised results.

Group ownership

Assign articles to teams to manage feedback and maintenance, improving quality and timeliness.

Subscriptions

Let users subscribe to articles and knowledge bases, and notify them about new or modified content.

Translation management

Assign tasks automatically, identify missing translations, and integrate with third-party tools.

Feature details

Close Event Overlay.
AI search
Connect employees and customers to the answers they need in a powerful, consumer-grade search experience. Provide relevant, personalised results.
Analytics and dashboards
Monitor knowledge base and article use, publishing timelines, article ageing, user feedback, and knowledge gaps to fine‑tune content and publishing processes.
Article versioning
Create and compare multiple versions of knowledge articles, track changes, and revert content to an earlier published version.
Contextual search
Cut resolution time by suggesting agent answers that match text entered during case or incident creation, and present relevant articles to deflect service requests.
Feedback management
Act on customer and internal user feedback with an out-of-the-box, closed-loop process to continually improve organisational knowledge.
Guided setup
Simplify setup and deploy quickly with easy-to-follow configuration steps and embedded help. Gauge your implementation progress with visual status checks and get it right the first time—no need for expert assistance.
Group ownership
Assign articles to content ownership groups. Let teams manage feedback and maintenance, improving article quality and response timeliness.
In-context creation
Increase knowledge relevance by allowing agents and employees to capture knowledge articles during work processes, such as managing cases or incidents.
KCS v6 verified1
Bring industry best practices to your organisation and ensure you’re meeting the latest standards.
Knowledge blocks
Create reusable knowledge article content blocks to reduce redundancy and improve productivity.
Knowledge demand insights
Use machine learning to automatically identify and visualise knowledge gaps for assignment.
Knowledge harvesting
Crowdsource knowledge and convert unstructured conversations into structured knowledge. Create new articles from solutions in active, engaged communities.
Microsoft Word authoring
Give users a familiar writing experience with seamless Microsoft Word Online integration.
Microsoft Word importing
Jumpstart your knowledge base by importing Word documents directly with HTML formatting support to preserve tables, lists, and links, as well as text styling. Images are attached to the knowledge article and embedded in the body.
Search filtering
Configure the search results page with multiple methods of filtering, and sort results lists.
Service Portal integration
Expose available knowledge through the Service Portal and allow customers and employees to search, browse, and view articles via desktop or mobile device.
Similar articles
Use machine learning to surface similar articles. Help portal users and agents to find solutions quickly and knowledge authors identify potential duplicates.
Subscriptions
Push relevant articles to customers and employees to increase self-service and engagement. Let users subscribe to articles and knowledge bases, and notify them about new or modified content.
Translation management
Assign tasks automatically, identify missing translations, and integrate with third-party tools.
Workflow
Take advantage of superior Now Platform® workflows to configure your knowledge publish and retire workflows. Let each department maintain its own knowledge base with custom workflows.

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Talk to an expert

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