ServiceNow Knowledge Management is a comprehensive solution designed to enhance self-service capabilities for customers and employees while improving agent productivity. It leverages AI-powered tools to create, manage, and distribute knowledge across organizations, enabling consistent and proven resolutions to queries and issues.

Key Features

GenAI-powered knowledge creation Automatically generate knowledge content from various sources

• Create articles from closed incidents
• Auto-generate content while managing cases or incidents

Knowledge demand insights Identify and address knowledge gaps using AI

• Automatically visualize knowledge gaps
• Assign tasks to fill identified gaps

Feedback management Improve content quality through user feedback

• Out-of-the-box closed-loop process
• Act on customer and internal user feedback

Knowledge-Centered Service (KCS) v6 verified Implement industry-standard knowledge management practices

• Capture knowledge efficiently
• Enable self-service
• Improve employee satisfaction

Benefits

Increased user satisfaction Provide consistent and proven resolutions

• Boost self-service capabilities
• Deliver reliable information to customers and employees

Promoted knowledge sharing Empower agents to contribute to knowledge base

• Write articles in the context of their work
• Automatically generate content from resolved issues

Continuous improvement Enhance knowledge-base quality over time

• Identify and fill knowledge gaps
• Track usage, governance, and quality trends