

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

Rex M.
- Role: Information Technology
- Industry: Biotechnology
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2021
Certainly A Top Option!
Likeliness to Recommend
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
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.
