Solutions

  • Products
  • Use Cases
  • Industries
  • WHITE PAPER
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • WHITE PAPER
  • Healthcare security 101
  • Drive clinical excellence and improve care outcomes with a connected system.

Platform

  • REPORT
  • Gartner names ServiceNow a leader
  • 2018 Magic Quadrant for Enterprise High-Productivity Application PaaS.

Customers

  • SUCCESS NAVIGATOR
  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.

Explore

  • VALUE CALCULATOR
  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Communities

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

Provide customers and employees with online forums to share ideas, experiences, and solutions. Capture these conversations to generate fresh business insights.

Solve problems faster and gain new visibility.

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

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.

Feature details

Close Event Overlay.
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

DATA SHEET

Customer Service Management

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

ANALYST REPORT

Economics of customer service

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

WHITE PAPER

Next-gen employee experiences

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

ANALYST REPORT

HR Service Delivery economics

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

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