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IT Workflows

Unlock productivity and transform IT across your enterprise with a unified platform.

Employee Workflows

Deliver next-gen employee experiences with intelligent workflows and effortless service.

Customer Workflows

Resolve complex customer issues from end to end with predictive intelligence and automated self-service.

Build Your Own Workflows

Use the Now Platform to build new workflow apps and extend ServiceNow solutions.

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Transform the IT experience

Deliver a next-generation employee experience

Delight customers by resolving complex issues end-to-end

Respond faster to security incidents, vulnerabilities, and risk

Deliver high-performance business services with visibility and AIOps

Build enterprise workflow apps fast

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Education

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Financial Services

Manufacturing

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Why ServiceNow

Partner programs

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Communities

Connect customers and employees with their peers to find answers and solve problems.

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Benefits of Communities

Personalized self-service

Connect customers and employees to peers and experts to quickly solve issues.

Actionable insights

Guide the business with visibility into customer and employee needs and issues.

Lower costs

Resolve common issues and crowdsource new solutions to reduce service costs.

App highlights

Forums

Use forums to define areas of interest where users engage with others, using a variety of content types.

Gamification

Encourage participation through gamification with points, levels, and badges.

Harvest knowledge

Easily turn community solutions into knowledge articles.

Dashboard

Set and monitor KPIs to chart the progress and success of your community.

What you get with Communities

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Forums

Provide structure to discussions. Define areas by product, topic, or category and control visibility.

Content types

Allow users to post various types of content. Maintain access control through granular permissions.

Self-registration

Enable users to register in a Captcha-supported, two-step process.

Cross-portal search

Integrate with other channels so users can search for solutions across all self-service options.

Subscriptions and notifications

Allow users to subscribe to and manage notifications from specific content, forums, topics, and users.

Activity feed

Enable users to quickly review and react to content based on their subscriptions.

Gamification

Encourage engagement by setting point values for activities, ranking users, and granting badges.

Events

Host physical or online events and include an event landing page with all details.

Case integration

Set rules to manually or automatically escalate unanswered questions into cases.

Harvest knowledge

Allow moderators to harvest solved questions as new knowledge articles.

Forum moderation

Set content to require approval and allow community users to report content.

Guided setup

Get guidance with the necessary initial configuration, track progress, and complete setup later.

Analytics

Understand user engagement with KPIs, including an overview of activity and targeted analytics.

Activity feed

Enable users to quickly review content based on their subscriptions. Feedback actions such as reply, mark correct, and event RSVP are available directly in the feed.

Analytics

Understand user engagement with KPIs, including an overview of activity as well as content-, forum-, and topic-specific analytics.

Case integration

Set rules to manually or automatically escalate unanswered questions into cases in Customer Service Management.

Content types

Allow users to post various types of content, including questions and answers, blogs, videos, events, and documents. Maintain read/write access control at the forum level through granular permissions.

Cross-portal search

Integrate with the customer service portal or employee service center so users can search for information or solutions across all self-service options, including Communities, Knowledge Management, and Service Catalog.

Events

Host physical or online events and include an event landing page with all details. Accept RSVPs and waitlist others when capacity is met.

Forums

Provide structure to discussions. Define areas by product, topic, or category. Control visibility by designating whether areas are public or private.

Forum moderation

Set content to require approval. Community users can report content, with triggers to hide content based on multiple reports. Automate moderation of new user approval as well as monitoring for banned words.

Gamification

Set rules for activities that translate to points. Rank users with levels based on accrued points. Grant badges when activities are completed. Encourage competition with leaderboards.

Guided setup

Get guidance with the necessary initial configuration. Track progress of which steps have been completed and what remains, then return at a later time to complete setup.

Harvest knowledge

Allow moderators to harvest solved questions as new knowledge articles and attribute the solution to the community member.

Self-registration

Enable users to register in a Captcha-supported, two-step process. Choose whether to require acceptance of terms and conditions for users to join and participate.

Subscriptions and notifications

Allow users to subscribe to and manage notifications from specific content, forums, topics, and users.

Featured resources

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DATA SHEET

Customer Service Management

Deliver customer service as a team sport to resolve issues faster.

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ANALYST REPORT

Economics of customer service

Forrester explores how Epicor Software achieved a 10-point increase in support call NPS.

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WHITE PAPER

Next-gen employee experiences

Discover how emerging technologies will power the future of HR shared services.

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ANALYST REPORT

HR Service Delivery economics

Forrester examines how a $4B healthcare provider saved over $9M in 3 years.

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