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ServiceNow

ServiceNow Knowledge Management

Composite Score

8.2 /10

CX Score

8.3 /10

16 Reviews Write a Review

What is ServiceNow Knowledge Management?

The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. It increases self-service rates for customers and employees—and boosts 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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

91 Likeliness to Recommend

100 Plan to Renew

88 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 86%
Negotiation and Contract:: 91%
Conflict Resolution:: 92%
Strategy & Innovation:: 88%
Service Experience:: 91%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+89 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?

8% Negative

0% Neutral

92% Positive

Pros

Respectful
Friendly Negotiation
Performance Enhancing
Trustworthy

Feature Ratings

Average 88

Role-Based Access

Reporting and Analytics

Intelligent Search

Configurable Knowledge Repository

Cataloging

Workflow and Approval Management

AI Capabilities

Rich Text Editor

Multiple File Type Support

Version Control

Bulk Actions

Vendor Capability Ratings

Average 86

Business Value Created

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Ease of IT Administration

Ease of Customization

Breadth of Features

Availability and Quality of Training

Vendor Support

Ease of Implementation

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

Role: Information Technology
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Jan 2025

Easy to use

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: Consultant
Industry: Healthcare
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Nov 2024

Best organized project management tool

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Reliable
Performance Enhancing
Trustworthy

Latest Research

ServiceNow Knowledge Management

What is ServiceNow Knowledge Management?

Company Details

Need Assistance?

ServiceNow Knowledge Management Ratings

91 Likeliness to Recommend

100 Plan to Renew

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love ServiceNow Knowledge Management?

Chart

Pros

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

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

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.

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

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

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

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

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.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

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

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

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

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.

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.

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.

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

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.

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

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.

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.

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.

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.

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.

ServiceNow Knowledge Management Reviews

Saqib A.

Higher Success with Self-Service

Likeliness to Recommend

Pros

Easy to use

Likeliness to Recommend

Pros

Best organized project management tool

Likeliness to Recommend

Pros

Title

Feature Ratings

Role-Based Access

Reporting and Analytics

Intelligent Search

Configurable Knowledge Repository

Cataloging

Workflow and Approval Management

AI Capabilities

Rich Text Editor

Multiple File Type Support

Version Control

Bulk Actions

Vendor Capability Ratings

Business Value Created

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Data Integration

Quality of Features

Ease of IT Administration

Ease of Customization

Breadth of Features

Availability and Quality of Training

Vendor Support

Ease of Implementation