ServiceNow Case and Knowledge Management

4.2
(4)

ServiceNow Case and Knowledge Management allows you to standardize the documentation, interaction, and fulfillment of employee inquiries and requests, improving HR efficiency and making it easier for employees to get the services they need.

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ServiceNow Case and Knowledge Management Reviews

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ServiceNow Case and Knowledge Management review by User in Consumer Goods
User in Consumer Goods
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"Service-Now KM"

What do you like best?

The Knowledgebase articles once created are very helpful and has a very easy to follow format. They are also searchable and can be linked to any of the incidents/reqs for future reference.

What do you dislike?

The formatting of the knowledge articles when creating it is a very cumbersome process as you have to redo your work multiple times to get it in the correct format. There is no easy way to do it.

Recommendations to others considering the product

This is a great tool to have which can help solve a lot of issues at first instance when they come in, if the knowledge management is kept up to date.

What business problems are you solving with the product? What benefits have you realized?

One of the biggest benefits is once we have knowledge documents created in the knowledge management they help resolve a lot of issues at the L1 support. In addition, the expiration rule set of the articles in the knowledge management help keep all the documents updated at all times.

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ServiceNow Case and Knowledge Management review by Administrator
Administrator
Validated Reviewer
Review Source
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"Streamlining our organizational needs"

What do you like best?

ServiceNow Case and Knowledge Management has made our HR Casing and Knowledge Management processes more streamlined and easier to manage. I also like the ability to customize both ServiceNow Case and Knowledge tools based on groups and roles of the users in both the Native UI and Portal.

What do you dislike?

The is not anything I dislike about ServiceNow Case and Knowledge Management at this time.

Recommendations to others considering the product

It is an easy system to learn and train your employees on. It is also very easy to configure in ways to meet a variety of business needs.

What business problems are you solving with the product? What benefits have you realized?

We are services out entire organization with ServiceNow Case and Knowledge Management. Our end users are able to search for knowledge that applies to them. Our helpdesk is able to utilize articles to assist customers and we can record all case history in one location globally.

What HR Case Management solution do you use?

Thanks for letting us know!
ServiceNow Case and Knowledge Management review by Internal Consultant in Information Technology and Services
Internal Consultant in Information Technology and Services
Validated Reviewer
Review Source
content
Business partner of the vendor or vendor's competitor, not included in G2 scores.

"User-friendly and Efficient Tool"

What do you like best?

Modern layouts and advance tools. You can also upload link videos, graphical images, and tag people or similar cases which would help a user to rectify an issue.

What do you dislike?

None as of the moment. Perhaps, I would say that one thing that I can think of is if a lot of people was involved in the provisioning and approval process, it can take a lot of time to be approved.

What business problems are you solving with the product? What benefits have you realized?

I am currently handling tickets that focuses on assets and peripherals. This software knowledge tool is a great help because instead of you sending inquiries to the helpdesk, you can refer to knowledge base first before escalating an issue (if its not helpful).

ServiceNow Case and Knowledge Management review by Karan G.
Karan G.
Validated Reviewer
Review Source
content

"one stop for all kB articles"

What do you like best?

one stop destination for all the in-house requirements for knowledge base

What do you dislike?

cannot search by kb article number in portal

Recommendations to others considering the product

make sure requirements are clear with what you are gonna use it for

What business problems are you solving with the product? What benefits have you realized?

with a user base of over 5k and over 100 in-house softwares, it helps creating a one stop destination for all the employees

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