ServiceNow Knowledge Management

Knowledge Management is the process of capturing, storing, sharing, and using information to help businesses stay organized and increase productivity.

Keeping all of this information up-to-date is critical for ensuring that employees can quickly find and access the knowledge they need to get their job done.

With the right tools, organizations can keep their knowledge up-to-date and accessible to everyone, no matter where they are or what device they are using. This will help employees work more efficiently and make informed decisions that lead to success.

Relevance

Whether customers, partners or employees are searching for knowledge articles while they’re logged into the Service Portal, submitting a case or asking a question in the community, they want to find relevant information quickly. This is why it’s important to ensure that knowledge is searchable across all channels and on any device.

Superior knowledge management tools include advanced search capabilities that give help desk workers and customer service representatives a similar experience to consumers’ in applications from Amazon Alexa to Gmail. This makes it easy for them to get the right information at the right time to solve problems and build trust with your brand.

Contextual Search

Contextual search capabilities in ServiceNow Knowledge Management help customers and agents resolve incidents quickly by providing them with relevant knowledge. For example, users can order catalog items directly from a search, and use knowledge articles to solve issues without having to involve IT staff.

Deflecting and resolving incidents with knowledge is one way to reduce service desk staff time and increase user satisfaction. As knowledge bases burgeon, finding the right answer to a problem can add minutes to the resolution process.

A simple search on a form returns a list of knowledge articles that may be helpful in solving the issue. The user can preview the articles and, if relevant, attach the article to the alert.

AI Search, the search engine of ServiceNow Knowledge Management, studies user search patterns and enables tailored answers that match each request. It delivers consistent user experiences across portals, Knowledgebases and mobile apps. It also enables administrators to create and customize search profiles, link sources and configure content.

Added Solutions

ServiceNow Knowledge Management offers a range of added solutions that can help organizations leverage their knowledge assets. These include features that make it easy to share knowledge across departments, as well as tools for tracking and managing knowledge.

One of the challenges that many knowledge managers face is finding a way to deliver content that is both helpful and relevant. This can be especially difficult for organizations that are trying to minimize customer frustration.

Users need to be able to find answers to their questions quickly, and be able to apply the information to their specific needs. This can help prevent issues from arising and causing delays for other employees.

ServiceNow Knowledge Management is a great solution for this challenge. It allows users to access troubleshooting information through a variety of channels, including knowledge base articles and forums. It also gives them the ability to self-resolve their issues without requiring a call back from a support team member.

Subscriptions

Subscriptions are an excellent way to increase revenue for your business by offering customers a continuous service. Some examples include software products, subscription media, and continuous services like consulting or content writing.

With a subscription-based business model, you can offer customers a monthly or yearly plan. This creates more consistency in how they interact with your brand and allows for stronger customer retention.

Whether you’re an enterprise or a small business, subscriptions are an effective way to drive revenue and improve customer satisfaction. Start by determining whether your product or service would benefit from a subscription-based approach.

Then, set up a subscription-based business model that aligns with your company’s goals. For example, if you want to attract more new customers, you can make your user experience more seamless by improving your subscription offerings and making it easy to sign up.