Audience
Teams looking to increase self-service rates for customers and employees
About ServiceNow Knowledge Management
Increase self-service rates for customers and employees—and boost agent productivity with contextual knowledge, driven by machine learning. Integration with Service Portal. Expose available knowledge through the Service Portal and allow customers and employees to search, browse, and view articles from their desktop or mobile device. Knowledge demand insights. Improve self‑service and case resolution by automatically identifying and visualizing knowledge gaps using machine learning and assigning gaps to authors for resolution. In-context knowledge creation. Increase knowledge relevancy by empowering agents and employees to capture knowledge articles in context during work processes, such as case or incident management. Use machine learning to automatically identify and visualize knowledge gaps for assignment.
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Integrations
Company Information
ServiceNow
Founded: 2004
United States
www.servicenow.com/products/knowledge-management.html
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Product Details
Platforms Supported
Cloud
Training
Documentation
Support
Online
ServiceNow Knowledge Management Frequently Asked Questions
ServiceNow Knowledge Management Product Features
Knowledge Management
Decision Tree
Supported
Knowledge Base Management
Supported
Artificial Intelligence (AI)
Not Supported
Cataloging / Categorization
Not Supported
Collaboration
Not Supported
Content Management
Not Supported
Discussion Boards
Not Supported
Full Text Search
Not Supported
Self Service Portal
Not Supported
