

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 AssistanceServiceNow 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
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?
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
Reporting and Analytics
Intelligent Search
AI Capabilities
Workflow and Approval Management
Configurable Knowledge Repository
Cataloging
Rich Text Editor
Multi-Language Support
API Integration
Version Control
Vendor Capability Ratings
Business Value Created
Usability and Intuitiveness
Product Strategy and Rate of Improvement
Ease of Data Integration
Quality of Features
Breadth of Features
Ease of IT Administration
Availability and Quality of Training
Ease of Customization
Vendor Support
Ease of Implementation
ServiceNow Knowledge Management Reviews
- Role: Information Technology
- Industry: Healthcare
- Involvement: Business Leader or Manager
Submitted Jan 2025
Easy to use
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
- Role: Consultant
- Industry: Healthcare
- Involvement: End User of Application
Submitted Nov 2024
Best organized project management tool
Likeliness to Recommend
Pros
- Helps Innovate
- Reliable
- Performance Enhancing
- Trustworthy
Please tell us why you think this review should be flagged.

Jesse L.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Leader or Manager
Submitted Sep 2024
With the correct implementation, overall good exp.
Likeliness to Recommend
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
Please tell us why you think this review should be flagged.
Get Instant Access<br>to this Report
Get Instant Access
to this Report
Unlock your first report with just a business email. Register to access our entire library.
© 2025 SoftwareReviews.com. All rights reserved.
