ServiceNow Knowledge Management
If you’re looking for an easy way to manage and share knowledge, ServiceNow is the perfect solution. It offers powerful search capabilities and a variety of features to help you organize and categorize your articles.
ServiceNow Knowledge Management can help your organization save time and money while improving employee productivity. Learn more about this solution in the following blog post!
Shared knowledge across all departments
ServiceNow Knowledge Management enables agents, employees and customers to access a wide range of articles from the platform’s knowledge base. These articles contain the answers to questions and issues related to the specific business process being operated.
The module also provides a robust review process before any knowledge article can be published. This ensures that the knowledge is shared with employees in the most effective manner.
A good knowledge sharing culture can improve employee productivity, increase customer satisfaction and help reduce helpdesk call volume. However, many organizations struggle to create and maintain an effective knowledge sharing culture.
This problem is primarily caused by organizational silos. In order to overcome this, companies must focus on creating a collaborative and open environment where people from different departments work together to solve problems.
Knowledge management is a key component of ServiceNow, empowering organizations to share and capitalize on their knowledge across departments. It also helps users find relevant information more quickly with a comprehensive suite of applications and capabilities.
Among the most impressive features of ServiceNow Knowledge Management are its contextual search capabilities. These features cut resolution time by suggesting agent answers matching the text customers and employees enter during case/incident creation.
A good example of the contextual search feature is that it lets you search for and attach a knowledge base (KB) article from within an alert. This is the most important piece of functionality, as it provides a convenient way to provide employees with new and updated information to help them resolve issues quickly.
Contextual search uses a range of components, including forms and record producers, to provide related results in context. It also supports domain separation, which enables you to separate data, processes and administrative tasks into logical groupings called domains.
Added knowledge from work and resolutions processes
The knowledge management module in ServiceNow helps organizations store, organize and share information across the organization. It has an array of functionalities, including creating, modifying and sharing knowledge articles, and even the ability to create user-specific knowledge bases.
This functionality is complemented by a robust review process for all knowledge articles before they’re published. The system also features a knowledge home page that enables users to search and browse all the relevant content.
This product does what it says on the tin – it helps lower the volume of help desk calls by making the best use of knowledge base articles and other resources. In addition, the software also demonstrates its strengths in other areas such as generating and presenting useful information about your product, services or company. This is a must have for any organization looking to improve customer satisfaction and employee satisfaction. The best thing about this program is that it’s easy to implement and use, which means that you can get started right away.
Subscriptions are a great way for businesses to generate recurring revenue. They are also an excellent way to build long-term relationships with customers.
ServiceNow Knowledge Management allows your employees, customers, and agents to subscribe to articles and knowledge bases to receive notifications when new or updated content is published. This helps you increase self-service rates and user engagement while ensuring your knowledge is relevant to your customers’ needs and questions.
The platform also enables users to source similar articles through machine learning, identify duplicates, and create a versioning process.
It is important to note that ServiceNow Knowledge Management can be linked with a community portal where users can ask for help and aid others in finding solutions. Answers to pressing problems are often found in these communities, and it is possible to harvest that information and turn it into valuable articles.