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ServiceNow

ServiceNow Knowledge Management

Composite Score

8.1 /10

CX Score

8.3 /10

17 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.

90 Likeliness to Recommend

100 Plan to Renew

89 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:: 87%
Negotiation and Contract:: 92%
Conflict Resolution:: 93%
Strategy & Innovation:: 89%
Service Experience:: 92%

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.

+90 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?

7% Negative

0% Neutral

93% Positive

Pros

Respectful
Friendly Negotiation
Performance Enhancing
Trustworthy

Feature Ratings

Average 86

Role-Based Access

Reporting and Analytics

Intelligent Search

Workflow and Approval Management

Configurable Knowledge Repository

Cataloging

AI Capabilities

Rich Text Editor

Multiple File Type Support

Version Control

Bulk Actions

Vendor Capability Ratings

Average 84

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Quality of Features

Breadth of Features

Availability and Quality of Training

Ease of Customization

Vendor Support

Ease of Implementation

ServiceNow Knowledge Management Reviews

Ryan A.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted May 2025

Reliable and trustworthy tool

Likeliness to Recommend

8 /10

What differentiates ServiceNow Knowledge Management from other similar products?

ServiceNow works really well with allowing us to use our existing knowledge articles to send to customers with ease, I have used products such as ManageEngine which didn't work anywhere as well.

What is your favorite aspect of this product?

The ease of use, it is very user friendly and I cannot recommend the GUI enough.

What do you dislike most about this product?

There is nothing to dislike it is the best product but maybe the price could be seen as the only low point.

What recommendations would you give to someone considering this product?

I would suggest going for this product, it may cost a fair amount but you pay for you get for these days and this is reliable.

Pros

Continually Improving Product
Reliable
Performance Enhancing
Trustworthy

Balamurugan P.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2025

Best tool for IT Management

Likeliness to Recommend

8 /10

What differentiates ServiceNow Knowledge Management from other similar products?

Unlike other tools, Servicenow built with automation that can auto suggest articles based on user queries, it actually helps to reduce the number of tickets by giving users the answers they need. Wheres other similar tools failed to give such capabilities.

What is your favorite aspect of this product?

I literally liked the Integration which works effortlessly with ITSM and other modules so that teams can access relevant knowledge right where they need it also, the use of AI to suggest relevant articles is just outstanding.

What do you dislike most about this product?

Sometimes it takes more than a minute to Provide correct articles , Hope the product team will resolve this issue sooner.

What recommendations would you give to someone considering this product?

if anyone is looking to integrate it with other modules for seamless access i would recommend ServiceNow Knowledge Management for its AI powered Search.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Upanshu P.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2024

Awesome Product

Likeliness to Recommend

10 /10

What differentiates ServiceNow Knowledge Management from other similar products?

Easy Integration with (ITSM),one platform for everything,integration with virtual search and Ai

What is your favorite aspect of this product?

with each updates its platform is updated with with new features

What do you dislike most about this product?

Nothing at this point

What recommendations would you give to someone considering this product?

They can buy this

Pros

Helps Innovate
Reliable
Performance Enhancing
Unique Features

How We Deliver

ServiceNow Knowledge Management

What is ServiceNow Knowledge Management?

Company Details

Need Assistance?

ServiceNow Knowledge Management Ratings

90 Likeliness to Recommend

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+90 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.

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

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.

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.

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

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

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.

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.

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.

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

Ryan A.

Reliable and trustworthy tool

Likeliness to Recommend

Pros

Balamurugan P.

Best tool for IT Management

Likeliness to Recommend

Pros

Upanshu P.

Awesome Product

Likeliness to Recommend

Pros

Title

Feature Ratings

Role-Based Access

Reporting and Analytics

Intelligent Search

Workflow and Approval Management

Configurable Knowledge Repository

Cataloging

AI Capabilities

Rich Text Editor

Multiple File Type Support

Version Control

Bulk Actions

Vendor Capability Ratings

Business Value Created

Usability and Intuitiveness

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Quality of Features

Breadth of Features

Availability and Quality of Training

Ease of Customization

Vendor Support

Ease of Implementation