Optimizing Knowledge Management In The Now Platform

Features that Help get the Job Done

The proper implementation of ServiceNow can drive continuous improvement, identify knowledge gaps, curate new content, and track usage, governance, and quality trends. The platform can increase user satisfaction; provide consistent, proven resolutions for your customers and employees to boost self-service; and promote knowledge sharing. There’s not much that ServiceNow can’t do.

Here are some of the components to become familiar with:

Analytics and dashboards — Allows users to monitor knowledge base and article utilization, publishing timelines, article aging, user feedback, and knowledge gaps to fine‐tune your knowledge base content and publishing processes. 

Article versioning – Users can create multiple versions of knowledge articles, track changes to updated articles, compare two versions of an article, and revert content to an older published version of an article. 

Contextual search — Cut resolution time by suggesting agent answers matching text customers and employees enter during case/incident creation. Present relevant articles to deflect service requests. 

Customized search –Filter and sort a list of search results based on multiple parameters. 

Extended search capabilities – Search external content sources, with external and internal knowledge displayed in a single results list. Use search engine optimization (SEO) to display knowledge articles on popular search engines.

Group ownership – Assign articles to content ownership groups. Enable teams to manage content feedback and maintenance, improving article quality and timeliness of responses. 

Guided set-up – Simplify setup and deploy Knowledge Management with ITSM or CSM quickly with easy‐to‐follow configuration steps and embedded help. Gauge your implementation progress with visual status checks and get your implementation right the first time, without the need for expert assistance. 

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. 

Integration with Service Portal – Display available knowledge through the Service Portal and allow customers and employees to search, browse, and view articles from their desktop or mobile device. 

Knowledge blocks – Create reusable knowledge article content blocks to reduce redundant content and improve authoring productivity. 

Knowledge feedback management – Continuously improve organizational knowledge with an actionable, out-of-the-box, closed-loop feedback process to act on customer and internal user feedback. 

Knowledge harvesting – Crowdsource knowledge and convert unstructured conversations into structured knowledge by harvesting new knowledge articles from solutions in active and engaged communities. 

Knowledge translation management – Create and assign article translation tasks automatically, compare languages side by side, identify missing translations, and optionally integrate with third party translation tools. 

Knowledge-Centered Service (KCS®) – ServiceNow Knowledge Management is KCS* v6 Verified for the Customer Service Management product. This verification means customers benefit from industry best practices that meet the latest standards from Consortium for Service InnovationTM for products that support Knowledge‐Centered Service. 

* KCS® is a service mark of the Consortium for Service InnovationTM. 

Microsoft Word document import – Import Word documents directly into Knowledge Management. HTML formatting supported by the editor, such as tables, lists, and links, as well as text styling are preserved. Images are added as attachments to the knowledge article and embedded in the article body. 

Similar articles – Source similar articles through machine learning to help portal users and agents find solutions quickly and help knowledge authors identify potential duplicates. 

Subscriptions – Increase self-service rates and user engagement by pushing relevant knowledge to customers and employees. Allow users to subscribe to knowledge articles and entire knowledge bases to receive notifications when articles are created or modified. 

Workflow – Take advantage of the superior workflow capabilities of the Now Platform® to configure your knowledge publish and retire workflows. Allow each department to maintain its own knowledge base with custom workflows. 

With ServiceNow and Cask as a partner, organizations can promote knowledge sharing across departments, while empowering the workforce to create articles in the context of their work and harvest knowledge from communities they interact with and serve.