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.
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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
89 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 89%
- Negotiation and Contract:
- 88%
- Conflict Resolution:
- 94%
- Strategy & Innovation:
- 89%
- Service Experience:
- 93%
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 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
Configurable Knowledge Repository
Reporting and Analytics
Workflow and Approval Management
Cataloging
Intelligent Search
AI Capabilities
Version Control
Rich Text Editor
Multiple File Type Support
Multi-Language Support
Vendor Capability Ratings
Business Value Created
Usability and Intuitiveness
Ease of IT Administration
Ease of Data Integration
Product Strategy and Rate of Improvement
Quality of Features
Breadth of Features
Availability and Quality of Training
Ease of Customization
Ease of Implementation
Vendor Support
ServiceNow Knowledge Management Reviews
Upanshu P.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2024
Awesome Product
Likeliness to Recommend
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
Rajat V.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2024
Fantastic knowledge management
Likeliness to Recommend
What differentiates ServiceNow Knowledge Management from other similar products?
Search optimisation virtual agent integration mobile access and integration with portals
What is your favorite aspect of this product?
Integration with virtual agent and machine learning also it’s a centralised knowledge base
What do you dislike most about this product?
Nothing as of now
What recommendations would you give to someone considering this product?
They must buy it
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Saqib A.
- Role: Sales Marketing
- Industry: Technology
- Involvement: IT Leader or Manager
Submitted Nov 2023
Higher Success with Self-Service
Likeliness to Recommend
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