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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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
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?
Pros
- Respectful
- Friendly Negotiation
- Performance Enhancing
- Trustworthy
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
ServiceNow Knowledge Management Reviews
Jesse L.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Leader or Manager
Submitted Sep 2024
With the correct implementation, overall good exp.
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
Service Now's organization of Knowledge and possibilities enable unique outcomes based on customer needs. The ability to accurately structure different sets of knowledge and control user groups is top tier.
What is your favorite aspect of this product?
As a Knowledge Master, the portal is easy to manage user groups, technical writers, and articles with the ease of a couple button clicks.
What do you dislike most about this product?
Using the RTF often leads to the boxes incorrectly formatting without properly adjusting things like bullets, paragraph, and headers. I have a couple issues when trying to make specific outlines and sometimes will lose entire pages when service now stops responding mis-articls.
What recommendations would you give to someone considering this product?
For basic knowledge management, this is a very easy tool to implement. For owners of the Service Now platform, this is a great addition to the Service now suite and can be integrated well into the product.
Pros
- Respectful
- Friendly Negotiation
- Performance Enhancing
- Trustworthy
Cons
- Less Reliable
- Less Effective Service
- Inhibits Innovation
Pratyush R.
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2022
Great product.I suggest to go for knowledge mgmnt.
Likeliness to Recommend
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
Submitted Jan 2022
Legit and Determined Knowledge Based Application.
Likeliness to Recommend
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