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3 weeks ago
Interested on thoughts on using the Communities functionality of ServiceNow as a Knowledge\KCS enabler?
And, those that have used it was Processes have had the most benefit outside of Knowledge? Case, Incident etc?
Plus, any unexpected benefits from using it?
Solved! Go to Solution.
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3 weeks ago
hey @owenbarber
Yes, ServiceNow Communities can work well as a Knowledge / KCS enabler when used alongside the Knowledge Management process.
One common approach is to treat community discussions as an early stage of knowledge capture. Users or support engineers post questions, others provide solutions, and once a response is validated it can be converted into a formal Knowledge Article. This aligns well with KCS practices such as capturing knowledge while solving issues and continuously improving it.
Outside of Knowledge Management, the processes that usually benefit the most are:
Incident Management – Many users search the community before logging an incident, which can help reduce ticket volume through incident deflection.
Customer Case Management – Customers can ask questions and share solutions with each other, which reduces pressure on support teams.
Problem Management – Repeated questions in the community can highlight recurring issues and help identify potential problems earlier.
Some additional benefits organizations often see include increased user engagement, faster identification of common issues, and a useful feedback channel for product or service improvements.
From an implementation perspective, it is helpful to define moderation and governance so that correct answers can be marked and valuable discussions can be converted into Knowledge Articles when appropriate.
*************************************************************************************************************************************
If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.
Regards
Vaishali Singh
- Mark as New
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3 weeks ago
hey @owenbarber
Yes, ServiceNow Communities can work well as a Knowledge / KCS enabler when used alongside the Knowledge Management process.
One common approach is to treat community discussions as an early stage of knowledge capture. Users or support engineers post questions, others provide solutions, and once a response is validated it can be converted into a formal Knowledge Article. This aligns well with KCS practices such as capturing knowledge while solving issues and continuously improving it.
Outside of Knowledge Management, the processes that usually benefit the most are:
Incident Management – Many users search the community before logging an incident, which can help reduce ticket volume through incident deflection.
Customer Case Management – Customers can ask questions and share solutions with each other, which reduces pressure on support teams.
Problem Management – Repeated questions in the community can highlight recurring issues and help identify potential problems earlier.
Some additional benefits organizations often see include increased user engagement, faster identification of common issues, and a useful feedback channel for product or service improvements.
From an implementation perspective, it is helpful to define moderation and governance so that correct answers can be marked and valuable discussions can be converted into Knowledge Articles when appropriate.
*************************************************************************************************************************************
If this response helps, please mark it as Accept as Solution and Helpful.
Doing so helps others in the community and encourages me to keep contributing.
Regards
Vaishali Singh
