ServiceNow Knowledge Management Logo
ServiceNow Knowledge Management Logo
ServiceNow

ServiceNow Knowledge Management

Composite Score
8.2 /10
CX Score
8.3 /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


Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

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.

92 Likeliness to Recommend

100 Plan to Renew

89 Satisfaction of Cost Relative to Value


{y}
{name}

Emotional Footprint Overview

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.

+89 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?

8% Negative
0% Neutral
92% Positive

Pros

  • Respectful
  • Friendly Negotiation
  • Performance Enhancing
  • Trustworthy

Feature Ratings

Average 89

Role-Based Access

95

Reporting and Analytics

94

Intelligent Search

92

AI Capabilities

89

Workflow and Approval Management

89

Configurable Knowledge Repository

88

Cataloging

88

Rich Text Editor

86

Multi-Language Support

81

API Integration

81

Version Control

80

Vendor Capability Ratings

Average 85

Business Value Created

91

Usability and Intuitiveness

88

Product Strategy and Rate of Improvement

87

Ease of Data Integration

85

Quality of Features

85

Breadth of Features

85

Ease of IT Administration

85

Availability and Quality of Training

84

Ease of Customization

84

Vendor Support

83

Ease of Implementation

81

ServiceNow Knowledge Management Reviews

  • 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

Jesse L.

  • Role: Information Technology
  • Industry: Insurance
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Sep 2024

With the correct implementation, overall good exp.

Likeliness to Recommend

8 /10

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.

Pros

  • Respectful
  • Friendly Negotiation
  • Performance Enhancing
  • Trustworthy

Cons

  • Less Reliable
  • Less Effective Service
  • Inhibits Innovation