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Case and Knowledge Management

Resolve employee inquiries and requests faster to deliver a better service experience.

Benefits of Case and Knowledge Management

Route services intelligently

Resolve inquiries and requests faster with AI-powered automation.

Manage cases more effectively

Gain visibility into the volume and types of employee inquiries and requests.

Improve service delivery

Create process efficiencies and reduce manual effort.

Protect employee privacy

Strengthen employee relations case confidentiality with enhanced security for records and details.

Features of Case and Knowledge Management

Use case management tools to resolve employee inquiries

Centralized HR workspace

Deliver efficient resolutions for employee issues with all service desk tools in a single workspace.

Provide self-service knowledge management tools and enhance employee support with the services catalog and intuitive navigation menus.

Improved self-service

Support employee service inquiries with automated workflows for fast access to relevant information.

Maintain worker confidentiality with Employee Relations

Secure employee data

Empower employees to report misconduct in the workplace within The Anonymous Report Center.

Improve employee support with dashboard-accessible data

Modern intuitive dashboards

Report on, understand, and improve HR service outcomes while enhancing the employee experience.

Case and Knowledge Management is available with HRSD

How to get Case and Knowledge Management

Case and Knowledge Management is available with HR Service Delivery. Deliver the right experience to employees anywhere.

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Talk to an expert

Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows.