Demo - 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.

Knowledge Management has significantly changed with Knowledge v3, which is enabled by default for all instances starting with the Fuji release.

The Knowledge Management Service Portal enables users to access a portal view of knowledge bases and articles. It is available by default for new customers on the Madrid and later releases. If required, existing and upgrade customers can activate the Knowledge Management Service Portal plugin.

Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.

To support multiple groups, knowledge bases can be assigned to individual managers. Separate workflows can be used for publishing and retiring articles, and separate access controls can be used to control reading and contributing.