ServiceNow Communities is a self-service solution that helps customers and employees get their questions answered, connect with peers, and share expertise. It facilitates easy problem-solving through community engagement.

Key Features

Forums and Topics Users can engage in defined areas of interest by sharing various types of content.

• Create dedicated spaces for specific subjects
• Enable user-generated content sharing

Subscriptions and Activity Feed Users can subscribe to forums, topics, and content, and quickly see and react to new content in their activity feed.

• Personalized content delivery
• Real-time updates on relevant discussions

Knowledge Harvesting Community solutions can be easily converted into knowledge articles, expanding self-service content.

• Capture user-generated solutions
• Expand knowledge base organically

Case Integration Unanswered questions can be escalated into cases manually or automatically using workflows.

• Seamless transition from community to support
• Ensure no query goes unanswered

Benefits

Quick Issue Resolution Customers and employees can crowdsource answers for personalized self-service, leading to faster problem-solving.

• Leverage collective knowledge
• Reduce time to resolution

Actionable Insights Gain visibility into customer and employee needs and issues to better guide business decisions.

• Identify common pain points
• Inform product and service improvements

Cost Reduction Resolve common issues and discover new solutions to increase service efficiency.

• Decrease support ticket volume
• Optimize resource allocation