ServiceNow Knowledge Management

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.

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.

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.