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ServiceNow

ServiceNow Knowledge Management

Composite Score

8.1 /10

CX Score

8.3 /10

23 Reviews Write a Review

What is ServiceNow Knowledge Management?

The ServiceNow Knowledge Management (KM) application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. It increases self-service rates for customers and employees—and boosts agent productivity with contextual knowledge, driven by machine learning.

Company Details

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ServiceNow Knowledge Management Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

91 Likeliness to Recommend

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+88 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ServiceNow Knowledge Management?

5% Negative

0% Neutral

95% Positive

Pros

Friendly Negotiation
Caring
Respectful
Fair

Feature Ratings

Average 84

Role-Based Access

Reporting and Analytics

Workflow and Approval Management

Cataloging

Intelligent Search

Configurable Knowledge Repository

Version Control

AI Capabilities

Multiple File Type Support

Rich Text Editor

Bulk Actions

Vendor Capability Ratings

Average 85

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Implementation

Quality of Features

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Ease of Customization

Vendor Support

ServiceNow Knowledge Management Reviews

Paul S.

Role: Information Technology
Industry: Healthcare
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2025

Great features and easy to use

Likeliness to Recommend

9 /10

What differentiates ServiceNow Knowledge Management from other similar products?

The integration with ITSM, allowing agents to easily find knowledge while dealing with tickets and attach the knowledge. The suggestions for knowledge is also great

What is your favorite aspect of this product?

Easy to manage, great user access controls and simple to locate knowledge when you need it

What do you dislike most about this product?

A little complicated to get your head around with the way that the user access controls are configured

What recommendations would you give to someone considering this product?

If you use ServiceNow for any other reason, utilise the knowledge management module, but don’t choose ServiceNow just for knowledge management

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cons

Less Generous
Vendor's Interest First
Vendor Friendly Policies

Role: Information Technology
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted May 2025

Now Assist Auto Creating Articles is amazing

Likeliness to Recommend

10 /10

Pros

Reliable
Efficient Service
Effective Service
Respectful

Cons

Less Generous

Role: Information Technology
Industry: Healthcare
Involvement: Business Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Jan 2025

Easy to use

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

ServiceNow Knowledge Management

What is ServiceNow Knowledge Management?

Company Details

Need Assistance?

ServiceNow Knowledge Management Ratings

91 Likeliness to Recommend

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love ServiceNow Knowledge Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Role-Based Access Enable different levels of access based on role, allowing different articles to be available only to specific audiences as needed.

Reporting and Analytics Detailed analytics and dashboards on content usage and performance, including how information is accessed and by whom, search query performance, etc.

Workflow and Approval Management Ability to model, build, and execute automatic workflows for the purpose of managing content-centric processes.

Cataloging Ability to organize documents and data based on similar tags, keywords and groupings.

Intelligent Search Provide user with filters and facets to refine search results, with auto-suggest capabilities, natural language search and search engine indexing.

Configurable Knowledge Repository The solution provides the ability to create, manage, disseminate and archive knowledge articles in a structured format.

Version Control Tracking of document versions with each iteration of document changes.

AI Capabilities Artificial intelligence to enhance knowledge management such as automatically tagging content, recognizing duplicate content, and suggesting relevant content.

Multiple File Type Support Write or translate articles to multiple languages and allow users to search in multiple languages to support global customers.

Rich Text Editor Allows users to create and share information using text and other formats such as charts, images, audio, and video, with easy formatting options.

Bulk Actions Allows users to import and export multiple articles at a time, make updates and changes to multiple categories, properties, or articles simultaneously.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

ServiceNow Knowledge Management Reviews

Paul S.

Great features and easy to use

Likeliness to Recommend

Pros

Cons

Now Assist Auto Creating Articles is amazing

Likeliness to Recommend

Pros

Cons

Easy to use

Likeliness to Recommend

Pros

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Feature Ratings

Role-Based Access

Reporting and Analytics

Workflow and Approval Management

Cataloging

Intelligent Search

Configurable Knowledge Repository

Version Control

AI Capabilities

Multiple File Type Support

Rich Text Editor

Bulk Actions

Vendor Capability Ratings

Usability and Intuitiveness

Business Value Created

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Implementation

Quality of Features

Breadth of Features

Ease of Data Integration

Availability and Quality of Training

Ease of Customization

Vendor Support