ServiceNow

ServiceNow Knowledge Management

Composite Score

8.2 /10

CX Score

8.3 /10

15 Reviews Write a Review

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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.

92 Likeliness to Recommend

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

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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

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

Average 85

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

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

ServiceNow Knowledge Management

What is ServiceNow Knowledge Management?

Company Details

Need Assistance?

ServiceNow Knowledge Management Ratings

92 Likeliness to Recommend

100 Plan to Renew

89 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love ServiceNow Knowledge Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Multi-Language Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

API Integration API integrations with enterprise apps e.g. collaboration/communication tools, CRM, ECM, and existing knowledge sources allow access to content in multiple ways.

Version Control Tracking of document versions with each iteration of document changes.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

ServiceNow Knowledge Management Reviews

Easy to use

Likeliness to Recommend

Pros

Best organized project management tool

Likeliness to Recommend

Pros

Jesse L.

With the correct implementation, overall good exp.

Likeliness to Recommend

Pros

Cons

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