ServiceNow Knowledge Management Review

ServiceNow Knowledge Management
Our score: 9.8 User satisfaction: 100%
Logo of ServiceNow Knowledge Management

What is ServiceNow Knowledge Management?

ServiceNow Knowledge Management is an out-of-the-box solution for sharing information in knowledge bases for customers, employees, and agents to easily access. Through this application that makes up a part of the Now Platform, your users can create articles and other help items for the members of the knowledge team to categorize, review, and approve.

As knowledge management is work for a large group, ServiceNow Knowledge Management lets you divide people into multiple units. This way, you can delegate tasks to different managers and their team members. The software has dedicated workflows to publishing and retiring articles, and there are distinct access controls for reading and contributing, too.

When the knowledge team have published articles, you as well as other users can search for the relevant information in the knowledge repository to help you quickly resolve issues. ServiceNow Knowledge Management even enables you to simply browse pieces and leave feedback in any page.

Overview of ServiceNow Knowledge Management Benefits

Cost Reduction

Issues not resolved quickly can cost your employees time and the company money. With ServiceNow Knowledge Management, you afford users the ability to find the solutions and apply them immediately. By providing swift access to troubleshooting information, you empower your users to help themselves and to keep the workflow running smoothly.

Swift Resolution

As knowledge bases burgeon over time due to numerous articles from different departments, the searching and browsing process for the correct resolution can add more minutes to the time a problem is standing. However, ServiceNow Knowledge Management has an answer to that as it utilizes contextual search in its information retrieval. With this, your users get their precious minutes back and let them quickly attend to issues.

Context Capture

ServiceNow Knowledge Management facilitates the creation of additional knowledge articles from resolutions and work processes. With this, everyone has immediate access to new critical information that can assist them in expediting their tasks.

Community Engagement

Answers to pressing problems may be found among the members of your communities. As ServiceNow Knowledge Management is part of the greater Now Platform, you can connect it with your community portal where users ask for help and aid others in finding solutions to their problems. From there, you can harvest knowledge and turn them into valuable articles.

Knowledge Subscriptions

Articles can have further revisions in light of additional solutions. Those to whom these are relevant need to be informed as they are published. ServiceNow Knowledge Management aids you in that regard as it allows your employees, customers, and agents to subscribe to articles for them to be notified of the latest updates.

Knowledge Dashboard

With ServiceNow Knowledge Management, you can understand what problems your users encounter often and how fast your knowledge teams work. The application has a dashboard where you can view pertinent usage and publishing metrics that allow you to determine whether you need to adjust the publication workflow or conduct seminars to inform users.

Overview of ServiceNow Knowledge Management Features

  • Service Portal Integration
  • Contextual Search
  • External Content Search
  • Customized Search
  • Solution-Based Knowledge Creation
  • Knowledge Articles Subscriptions
  • Article Versioning
  • Word Document Import
  • Configurable Workflows
  • Analytics & Dashboards
  • Guided Setup

ServiceNow Knowledge Management Position In Our Categories

Since businesses have special business-related demands, it is sensible that they avoid subscribing to a one-size-fits-all, ideal software. Regardless, it is nearly futile to try to find such application even among widely used software systems. The right thing to do is to take note of the different chief functions that call for a analysis including key features, price terms, technical skill ability of staff members, organizational size, etc. The second step is, you should double down on the product research through and through. Have a look at some of these ServiceNow Knowledge Management reviews and look into each of the software products in your list more closely. Such detailed product research guarantee you steer clear of ill-fitting apps and select the one which delivers all the aspects you require business requires.

Position of ServiceNow Knowledge Management in our main categories:


ServiceNow Knowledge Management is top 1 Knowledge Management Software product

If you are considering ServiceNow Knowledge Management it might also be beneficial to check out other subcategories of Knowledge Management Software collected in our database of SaaS software reviews.

Organizations have different needs and requirements and no software platform can be perfect in such a scenario. It is useless to try to find an ideal off-the-shelf software system that fulfills all your business needs. The wise thing to do would be to modify the system for your specific requirements, worker skill levels, budget, and other factors. For these reasons, do not rush and pay for well-publicized trendy applications. Though these may be widely used, they may not be the best fit for your particular needs. Do your research, investigate each short-listed system in detail, read a few ServiceNow Knowledge Management Knowledge Management Software reviews, contact the seller for clarifications, and finally settle for the app that provides what you want.

How Much Does ServiceNow Knowledge Management Cost?

ServiceNow Knowledge Management Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

ServiceNow Knowledge Management is an application that lets companies share information via knowledge bases. If you want to enable your users to easily find data and help they need using this software, you can get in touch with the sales team for bespoke enterprise pricing.

User Satisfaction

Positive Social Media Mentions 15
Negative Social Media Mentions 0

We realize that when you make a decision to buy Knowledge Management Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and ServiceNow Knowledge Management reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with ServiceNow Knowledge Management. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.


Technical details

Devices Supported

  • Windows
  • Mac
  • Web-based


  • Cloud Hosted

Language Support

  • English
  • German
  • Japanese
  • Spanish
  • French
  • Italian
  • Dutch
  • Portugese

Pricing Model

  • Quote-based

Customer Types

  • Large Enterprises
  • Medium Business

What Support Does This Vendor Offer?

  • email
  • phone
  • live support
  • training
  • tickets

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What are ServiceNow Knowledge Management pricing details?

ServiceNow Knowledge Management Pricing Plans:

Free Trial

Quote-based Plan

Contact vendor

ServiceNow Knowledge Management is an application that lets companies share information via knowledge bases. If you want to enable your users to easily find data and help they need using this software, you can get in touch with the sales team for bespoke enterprise pricing.

What integrations are available for ServiceNow Knowledge Management?

No information available.


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Reviewed By Jenny Chang
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