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ServiceNow Knowledge Management Review

ServiceNow Knowledge Management OUR SCORE 98%
starting price By quote
our score 98%
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  1. What is ServiceNow Knowledge Management
  2. Product Quality Score
  3. Main Features
  4. List of Benefits
  5. Technical Specifications
  6. Available Integrations
  7. Customer Support
  8. Pricing Plans
  9. Other Popular Software Reviews

What is ServiceNow Knowledge Management?

ServiceNow Knowledge Management is an innovative information-sharing solution in knowledge bases for agents, employees, and customers to easily access. It’s an application that’s part of the Now Platform and can be used for creating help items such as articles that can be categorized, reviewed, and approved by the members of knowledge team. Since knowledge management is a large group’s work, the platform allows users to divide people into several units so that tasks can be assigned to various managers and to their team members. It also contains dedicated workflows for retiring and publishing articles as well as different access controls for contributing and reading too. After articles are published, users and their team members are able to loop up relevant information in the repository to aid them in quickly resolving issues. Moreover, it contains a feature that allows for browsing bits by bits and then leaving feedback on any page.

Product Quality Score

Ease of use
Customer support
Value for money

ServiceNow Knowledge Management features

Main features of ServiceNow Knowledge Management are:

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

ServiceNow Knowledge Management Benefits


The main benefits of ServiceNow Knowledge Management are its reduced expenses, quick resolution of issues, context capture, community engagement, subscription to articles for updates notification, and knowledge dashboard. Here are more details:

Lower Expenses

Unresolved issues can cost a loss of valuable time and money for the company. To prevent that, businesses can opt to ServiceNow Knowledge Management where users are given the ability to quickly find solutions and apply them to matters at hand. By having accessible troubleshooting information, employees are able to help themselves which results in a smooth workflow.

Quick Resolution

Knowledge bases can be quickly overrun by an overwhelming amount of information due to the many articles from various departments. This could lead to users taking a long time to find the right resolution to their pressing problems. In order to prevent the loss of valuable time in searching, ServiceNow Knowledge Management uses contextual search in the process of its information retrieval. This way, user are able to attend to the issues they’re concerned with more quickly.

Context Capture

ServiceNow Knowledge Management aids in the creation of added knowledge articles from work and resolutions processes. Through this, every member will have immediate access to new essential information that could come in handy for speeding up their tasks.

Community Portal

With the great amount of information it contains, the community could be where the answers to pressing issues lie. And since ServiceNow Knowledge Management is part of the bigger Now Platform, users are able to connect it with their community portal where they can ask for assistance or help others in finding solutions to problems. Knowledge can be harvested there and can be turned into articles.

Articles Subscriptions

In light of added solutions, articles are able to have further revisions and the ones that are of relevance to certain users need to be informed when changes occur. To facilitate that, the platform enables agents, customers, and employees to subscribe to articles so that they will be notified about the latest updates.

Control Dashboard

Through ServiceNow Knowledge Management, users will gain a better understanding of the problems often encountered as well as how fast their knowledge teams work. It has a dashboard that displays related usage and publishing metrics that enable them to identify and adjust publication workflow accordingly or organize seminars in order to inform users.

Technical Specifications

Devices Supported

  • Web-based
  • iOS
  • Android
  • Desktop

Customer types

  • Small business
  • Medium business
  • Enterprise

Support Types

  • Phone
  • Online

ServiceNow Knowledge Management Integrations

The following ServiceNow Knowledge Management integrations are currently offered by the vendor:

No available information


Customer Support


Pricing Plans

ServiceNow Knowledge Management pricing is available in the following plans:

Free trial
Contact vendor