Additional Knowledge Management features
Analytics and dashboards
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.
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.
Knowledge-Centered Service (KCS®)
ServiceNow Knowledge Management is KCS* v6 Verified for ServiceNow® Customer Service Management. This verification means we bring industry best practices to our customers and have met the latest standards from Consortium for Service Innovation™ for products that support Knowledge‑Centered Service.
* KCS® is a service mark of the Consortium for Service Innovation™.