Knowledge management is important for modern enterprises to provide consistent support to their customers/employees. Integrated with Artificial Intelligence (AI) and Predictive Analytics capabilities, ServiceNow Knowledge Management offers transformative capabilities that automate information transfer and empower organizations to work smarter.
The Advancement of Knowledge Management with ServiceNow AI
Due to reliance on manual processes, traditional knowledge management systems impose inefficiencies and outdated information. By integrating AI and Generative AI (GenAI) into its platform, ServiceNow has addressed these challenges and transformed how knowledge is created, accessed, and utilized by its users.
ServiceNow Knowledge Management, especially when powered by AI, goes far beyond basic documentation. It transforms support operations, drives self-service, and ensures that knowledge flows securely across your organization.
AI-Driven Features in ServiceNow Knowledge Management!
ServiceNow Knowledge Management speeds up support and issue resolutions, keeps knowledge updated effortlessly, reduces repetitive tasks for teams, and empowers self-service for employees and customers. Still thinking about why automated knowledge management is important. Here is a detailed overview of a few significant ServiceNow Knowledge Management features.
Generative AI-powered Knowledge Creation
GenAI-powered ServiceNow Knowledge Management automatically generates knowledge articles from incident and case history more quickly and accurately. This automation ensures knowledge bases are updated with accurate information, enhancing self-service as well as reducing the burden on the support team.
Enhanced AI-Powered Summarization
The Now Assist Q&A Genius Results Card enhances user interactions by providing concise summaries of relevant knowledge articles in response to user queries. provides users instant access to preferred information without scrolling through long documents.
Intelligent Knowledge Gap Identification
AI algorithms can analyze usage patterns and identify gaps in the knowledge base, addressing risks by creating new Knowledge articles where needed. It comprehensively covers information and improves the performance of the knowledge repository.
Integration with AI Search and Virtual Agents
Benefits of AI in knowledge management are incredible. ServiceNow AI Search utilizes metadata and tags to deliver the most relevant results, while virtual agents provide conversational support, delivering required information to users. This integration enhances user experience and promotes efficient problem resolution.
Knowledge-Centered Service (KCS)
It allows ServiceNow users to create knowledge for diverse purposes, such as post-case review, knowledge gaps, and email creation, improving user satisfaction.
Feedback, Analytics and Dashboards
By continuously monitoring Knowledge usage, gaps, and cases, feedback loops, and user interactions, this feature plays a key role in refining the content available.
Top Use Cases of ServiceNow Knowledge Management
ServiceNow Knowledge Management is the solution for organizations that are looking to automatically resolve several challenges across HR, customer service, and IT departments. Below are a few use cases of ServiceNow Knowledge Management.
-
IT Service Desk Optimization
Challenge: Employees generate tickets for common IT issues such as resetting passwords, gaining VPN access, or installing software.
Solution: ServiceNow Knowledge Management allows employees to self-resolve with AI-recommended knowledge articles from the ServiceNow service portal.
Benefits:
- Users get instant solutions, with no waiting for IT support.
- AI surfaces the right articles when submitting a ticket.
- Significant reduction in ticket volume
Results: Faster resolutions, empowered employees, and a lighter workload for the helpdesk team.
-
Virtual Agent Empowerment
Challenge: Support agents are overwhelmed with repetitive questions like “How do I replace new hardware?” or “Why is my Wi-Fi not working?”
Solution: AI-powered virtual agents use the knowledge base to deliver real-time, conversational support, automatically and intelligently.
Benefits:
- Virtual agents pull accurate answers from the knowledge base.
- Responses are personalized to address the users’ needs.
- 24/7 availability
Results: Improved resolution rates and reduced dependency on manual workflows.
-
HR Case Management
Challenge: Employees often raise HR tickets on leave policies, employee benefits, or onboarding processes.
Solution: ServiceNow links HR incidents to knowledge articles in real-time, providing employees with what they need without them having to submit a ticket.
Benefits:
- Self-service access to common HR information
- Reduced case volume for HR teams
- ServiceNow HR automation improves HR focus on strategic initiatives.
Results: A smoother, more efficient HR support experience.
-
Automated Knowledge Article Creation
Challenge: Support agents solving unique issues daily, but documenting solutions is time-consuming.
Solution: ServiceNow Generative AI creates new knowledge articles from resolved incidents and tickets.
Benefits:
- Articles are generated and modified with minimal or no human involvement.
- Updates Knowledge base constantly
- Ensures security of crucial information
Results: A dynamic, centralized repository of relevant solutions, without extra effort.
-
Customer Service Excellence
Challenge: Customers often contact support for answers that could be found on a well-maintained knowledge base.
Solution: A customer-facing ServiceNow-powered knowledge portal makes knowledge articles and FAQs accessible to customers at any time.
Benefits:
- Customers resolve issues on their own.
- Service agents use the same knowledge to speed up resolutions.
- Reduced backlog and service costs
Results: Higher customer satisfaction and faster support delivery.
-
Proactive Knowledge Gap Detection
Challenge: Users face challenges with missing or outdated content in the knowledge base.
Solution: ServiceNow implementation helps organizations track user behavior, search patterns, and incident trends to detect gaps and flag outdated articles.
Benefits:
- Automated alerts to admins for missing or underperforming content
- Continuous improvement of the knowledge base
- Better alignment of knowledge database with user needs
Results: More in-depth reporting of information and more valuable content.
-
Product Training and Internal Enablement
Challenge: New product deployment requires accessible training for internal teams to retrieve maximum output.
Solution: ServiceNow Knowledge management brings together guides, release notes, and tutorials into one centralized repository, ensuring quick access.
Benefits:
- Teams can quickly catch up on new features.
- Traceable, searchable, and sharable knowledge assets
- Incorporates improved interdepartmental coordination
Results: Increased productivity, faster onboarding, and increased product knowledge.
Recommended To Read: How Insurance Companies Leverage ServiceNow Knowledge Management
Best Practices for Optimizing AI-Driven ServiceNow Knowledge Management
To fully leverage AI capabilities and achieve optimal performance in ServiceNow knowledge management, consider the following best practices.
ServiceNow Knowledge Management best Practices:
- Structured Formatting: Use clear titles, subtitles, and bullet points for better AI comprehension and user readability.
- Consistent Styling: Maintain uniform formatting in knowledge articles to ensure uniqueness, consistency, and ease of access.
- Metadata Utilization: Use the right meta tags to optimize AI-driven content search and deliver personalized content recommendations.
- Regular Updates: Periodically update knowledge articles so that accurate information is maintained.
Benefits of AI within ServiceNow Knowledge Management
ServiceNow Knowledge Management benefits are beyond just creating knowledge articles. By integrating AI into knowledge management, ServiceNow enables organizations to:
- Boost Productivity: Smart AI searching and auto-content generation reduce time taken for information gathering.
- Improve Decision Making: Access to accurate information supports more informed decision making.
- Enhance User Satisfaction: Effective self-service renders issues resolved faster and more satisfying for users.
- Streamlined User Interaction: ServiceNow Knowledge Management, with in-built AI-powered self-service options, allow users to request information, improving interaction and issue resolution times.
Which ServiceNow Instances Provide Knowledge Management?
ServiceNow Knowledge Management is available in specific ServiceNow deployments for diverse business functions. These include:
- IT Service Management (ITSM): Enables self-service and faster resolution of tickets through a common knowledge base.
- Customer Service Management (CSM): Provides ongoing support with customer- and agent-facing knowledge portals.
- HR Service Delivery (HRSD): Delivers HR articles and policies directly to employees instantly.
- Field Service Management (FSM): Enables field reps to diagnose more quickly with information available through mobile.
Conclusion
ServiceNow's AI-driven knowledge management revolutionizes the way users capture and access information. It enables teams to work faster, reduce human efforts, and improve overall user experience. But transformation requires more than just technology deployment. It needs guidance from the right ServiceNow partner to implement and optimize these tools effectively.
Partner with V-Soft, one of the leading ServiceNow partners, to unlock the full potential of ServiceNow's GenAI and knowledge management solutions. With V-Soft, you can design and deploy intelligent workflows that deliver real results.
FAQs
- Can ServiceNow suggest knowledge articles automatically while I raise an incident/request?
Yes. It can. As you type your issue or request, AI can auto-suggest articles that may help resolve the issue without needing to submit a ticket. It enables self-service and reduces waiting times.
- How does AI help users with personalized knowledge suggestions?
Depending on the user role, department, usage patterns, and interactions in the ServiceNow platform, AI suggests the most contextually appropriate content.
- Do I need a license to use AI features in Knowledge Management?
Yes. If you would like to access AI features, such as smart article suggestions or auto-tagging, then you should have ITSM Pro or Enterprise licenses. The basic plans do not include them.
- Is Knowledge Management comes with all ServiceNow instances?
Not always. It’s usually part of ITSM, HR, or Customer Service packages. It’s not something you buy by itself.
- Do all users need licenses to access the knowledge base?
No. Fulfiller roles (like agents) need full licenses, but end users or requesters can access knowledge articles via the Service Portal without consuming a full license—depending on how your instance is configured.
- Who can help me pick the right license?
Your ServiceNow account manager or partner can guide you based on your team’s needs, usage, and goals.
