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ServiceNow Knowledge Management Logo
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ServiceNow

ServiceNow Knowledge Management

Composite Score
8.2 /10
CX Score
8.4 /10
Category
ServiceNow Knowledge Management
8.2 /10

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

89 Satisfaction of Cost Relative to Value


Emotional Footprint Overview

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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?

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6% Negative
0% Neutral
94% Positive

Pros

  • Respectful
  • Friendly Negotiation
  • Performance Enhancing
  • Trustworthy

Feature Ratings

Average 86

Role-Based Access

92

Configurable Knowledge Repository

88

Reporting and Analytics

88

Workflow and Approval Management

88

Cataloging

87

Intelligent Search

87

AI Capabilities

86

Version Control

83

Rich Text Editor

82

Multiple File Type Support

82

Multi-Language Support

81

Vendor Capability Ratings

Average 85

Business Value Created

89

Usability and Intuitiveness

88

Ease of IT Administration

86

Ease of Data Integration

85

Product Strategy and Rate of Improvement

85

Quality of Features

85

Breadth of Features

85

Availability and Quality of Training

83

Ease of Customization

83

Ease of Implementation

82

Vendor Support

80

ServiceNow Knowledge Management Reviews

  • Role: Information Technology
  • Industry: Banking
  • Involvement: IT Development, Integration, and Administration
Validated Review
Anonymous Reviewer

Submitted May 2025

Now Assist Auto Creating Articles is amazing

Likeliness to Recommend

10 /10

Pros

  • Reliable
  • Efficient Service
  • Effective Service
  • Respectful

Cons

  • Less Generous
  • 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