Connect customers and employees with their peers to find answers and solve problems.
Connect customers and employees to peers and experts to quickly solve issues.
Guide the business with visibility into customer and employee needs and issues.
Resolve common issues and crowdsource new solutions to reduce service costs.
Use forums to define areas of interest where users engage with others, using a variety of content types.
Encourage participation through gamification with points, levels, and badges.
Easily turn community solutions into knowledge articles.
Set and monitor KPIs to chart the progress and success of your community.
Set rules to manually or automatically escalate unanswered questions into cases.
Provide structure to discussions. Define areas by product, topic, or category and control visibility.
Allow users to post various types of content. Maintain access control through granular permissions.
Enable users to register in a Captcha-supported, two-step process.
Integrate with other channels so users can search for solutions across all self-service options.
Allow users to subscribe to and manage notifications from specific content, forums, topics, and users.
Enable users to quickly review and react to content based on their subscriptions.
Encourage engagement by setting point values for activities, ranking users, and granting badges.
Host physical or online events and include an event landing page with all details.
Set rules to manually or automatically escalate unanswered questions into cases.
Allow moderators to harvest solved questions as new knowledge articles.
Set content to require approval and allow community users to report content.
Get guidance with the necessary initial configuration, track progress, and complete setup later.
Understand user engagement with KPIs, including an overview of activity and targeted analytics.
Feature details
Deliver customer service as a team sport with connected digital workflows.
Forrester explores how customers improved NPS by 12 points while raising productivity.
Understand the employee service experience, what matters, and what to do.
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