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


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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

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

Pratyush R.

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

Submitted Jun 2022

Great product.I suggest to go for knowledge mgmnt.

Likeliness to Recommend

9 /10

What differentiates ServiceNow Knowledge Management from other similar products?

Knowledge management is the process by which an enterprise gathers, organizes, shares and analyzes its knowledge in a way that is easily accessible to employees. This knowledge includes technical resources, frequently asked questions, training documents and people skills.

What is your favorite aspect of this product?

Increase self-service rates for customers and employees. Boost agent productivity with contextual knowledge, powered by machine learning.

What do you dislike most about this product?

Needs additional role to implement.

What recommendations would you give to someone considering this product?

1-Technology excellence. Embrace speed and agility through automation. 2-Operating excellence. 3-Build and automate. 4-Employee experience. Keep your hybrid workforce engaged and productive.

Pros

  • Reliable
  • Performance Enhancing
  • Enables Productivity
  • Trustworthy

james v.

  • Role: Sales Marketing
  • Industry: Utilities
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2022

Legit and Determined Knowledge Based Application.

Likeliness to Recommend

9 /10

What differentiates ServiceNow Knowledge Management from other similar products?

ServiceNow is a legit channel that offer knowledge freely to people and companies regarding the business management. Further, ServiceNow has proper communications means, for integrated collaboration.

What is your favorite aspect of this product?

ServiceNow is the appropriate approach for Artificial Intelligent analysis a form that issues a detailed virtual presentation. More so, the mechanisms for marketing are included in the application and its needs are affirmed.

What do you dislike most about this product?

ServiceNow is objective, necessary and recognizes the need for knowledge. The program is proactive and suitable to make business thrive and go in to the highest corner.

What recommendations would you give to someone considering this product?

There is reliability and concreteness in ServiceNow, where skills and knowledge are shared accordingly. The requirements for ServiceNow to be operational in your company are minimal and economical.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity

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