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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

Terry P.

  • Role: Information Technology
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2022

Sufficient Way that Makes People Share knowledge

Likeliness to Recommend

9 /10

What differentiates ServiceNow Knowledge Management from other similar products?

ServiceNow Knowledge has different was that the business use to navigate and share skills. Besides, the training and career improvement have been enhanced or supported by ServiceNow Knowledge.. Again, ServiceNow Knowledge has better lead control mechanisms.

What is your favorite aspect of this product?

ServiceNow Knowledge has identified the business needs in terms of career improvement and sills sharing, establishing a very friendly way of making the productivity improve. Besides, ServiceNow Knowledge has absolute assistance in the artificial intelligence skills, which multiple the power of business evaluations.

What do you dislike most about this product?

ServiceNow Knowledge is there to introduce the required skills in the market, a way that improvise the working ethics and the business demands in a positive manner. Further, ServiceNow Knowledge has enhanced a proper work rapport with people who makes business thrive.

What recommendations would you give to someone considering this product?

ServiceNow Knowledge is the right solution in molding ideas and facilitating them. There is proper knowledge sharing and consistent evaluation of what is vital and conservative in terms of improved business projections.

Pros

  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

Rex M.

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

Submitted Nov 2021

Certainly A Top Option!

Likeliness to Recommend

10 /10

What differentiates ServiceNow Knowledge Management from other similar products?

It is a very good option in the Knowledge Management space. It helped us be very successful to support IT Reps relying on the knowledge articles.

What is your favorite aspect of this product?

It is one of the more current software options to manage knowledge articles and was a good experience learning and using.

What do you dislike most about this product?

I cannot recall anything.

What recommendations would you give to someone considering this product?

Look closely at this option when you narrow them down to your top 3!

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing